The Ella Baché College of
Skin and Beauty Therapy Complaints, Grievances and Appeals Policy and
Procedures aims to ensure that the College responds effectively to all
complaints, grievances and appeals in an effective, timely, fair and equitable
This policy relates to domestic
and international students including students.
This Policy and Procedures applies to both academic
and non-academic matters.
A grievance can be defined as a person’s expression
of dissatisfaction with any aspect of the College’s services and activities.
In relation to non-academic
grievances, the term “student” or “complainant” applies to both current
students of the College and persons seeking to enroll with the College.
Students who have ceased to
study with the College will be given a further 12 months after they have ceased
their enrolment to use this Complaints, Grievance and Appeals Policy and
Non-academic matters may
- Operational matters
- Administrative matters
- The enrolment, induction/orientation process
- Handling of personal information and access to
- The way someone has been treated
- Discrimination and harassment issues e.g. sexual
harassment, racial or sexual discrimination, physical or verbal abuse.
Academic matters may include:
- Issues related to student progress
- Assessment and assessment results
- The quality of education provided
- Awards in a course of study.
The complaints, grievances
and appeals procedure will be made available to students regardless of the
location where the grievance has arisen, the mode in which they study or their
place of residence.
The Policy and Procedures
will be made available to students and persons seeking to enrol with the
College on the College’s website (www.ellabachecollege.edu.au) and in the Student Handbook.
For the purposes of
communicating to and training staff, the Policy and Procedures will be included
in the Staff Handbook and form part of the staff induction process (which will
be facilitated by the Principal).
The Ella Baché College of
Skin and Beauty Therapy will ensure that any grievances are resolved promptly,
objectively and with sensitivity.
All complaints, grievances,
appeals and outcomes are treated as confidential (unless they involve breaches
of the law) and records will be dealt with in accordance with the College
Policy and Procedures on Privacy and Access to Information.
The College will ensure
that the views of each complainant and respondent are respected and that any
party to a grievance is not discriminated against nor victimized.
Each complaint, grievance
or appeal and outcome is recorded in writing.
A written explanation for decisions and actions taken during the process
will be given to all parties if requested.
The College’s Complaints,
Grievance and Appeals process is a staged process:
- As soon as the complaint or issue arises, it will
be dealt initially by discussion with all mentioned parties involved and an
agreeable solution will be worked towards for all parties in an impartial and
- If the grievance or issue is not resolved
informally, students may then use the College’s formal Complaints, Grievance
and Appeals process.
- If parties still remain in conflict they may agree
to appoint an external mediator to help resolve the grievance. Each complainant has an opportunity to
formally present his or her case and be heard by an independent person or panel
and is entitled to seek outside support at any time if he or she desires.
Where the internal or
external grievance handling or appeal process results in a decision that
supports the complainant, the College will immediately implement any decision
and/or corrective and preventative action required and advise the complainant
of the outcome
There is no cost to
students utilising the internal Complaints, Grievance and Appeals process.
Feedback from students
regarding the College, courses, staff and other services is always encouraged
and this feedback is not considered as a grievance, until and unless this is
stated as such and specific actions or outcomes are requested.
A written record of all
grievances handled under this procedure and their outcomes shall be maintained
for a period of at least 5 years to allow all parties to the grievance
appropriate access to these records, upon written request to the Head of
Before an Issue becomes a Formal Grievance
In cases where students may
feel they have been treated unreasonably or unfairly or where they feel they
have been disadvantaged or feel distressed, and they wish to make a complaint
about this, they are encouraged to initially talk to the person concerned
directly and personally in an informal and confidential manner in an attempt to
resolve the issues.
Students are encouraged,
wherever possible, to resolve concerns or difficulties informally with the
person(s) concerned. There is support
staff available to assist in the resolution of issues at this level:
- The student should contact the class trainer who
will endeavour to resolve the problem in the first instance without the need
for a formal complaint.
- If the complaint is of a general nature, the
student may fill out a complaint form and submit it to the Administration and
Student Services Officer or seek an appointment with the Principal or Online
Program Manager for an informal discussion.
- If the problem is of a personal nature that may
need professional help, the trainer or Administration and Student Services
Officer will help the student to find an appropriate professional person in
their local area.
Formal Grievance Procedure
Stage One - Formal Complaint
If the complaint or appeal
is not able to be resolved through informal discussion with the parties
involved, then a formal complaint should be made.
The person making the
complaint is required to complete a Complaints
Form available from Reception or by contacting firstname.lastname@example.org
Formal grievances must
be submitted in writing marked to the attention of the Administration
and Compliance Manager as follows:
Administration and Compliance Manager
Ella Bache College of Skin and Beauty Therapy
Level 2, 77 Berry St
North Sydney NSW 2060
Receipt of the complaint
will be acknowledged within 5 working days.
The formal grievance handling process will commence within 10 days of
the receipt of the formal complaint, and all reasonable measures will be taken
to finalise the process as soon as practical.
and Compliance Manager will then, if necessary,
seek to clarify the outcome that the complainant hopes to achieve. Such clarification may be sought by written
or verbal request or by a face-to-face interview with the complainant. When such clarification occurs in a
face-to-face interview the complainant or respondent may ask another person to
Administration and Compliance Manager will
then endeavour to resolve the grievance and provide a written report to the
complainant on the steps taken to address the grievance, including the reasons
for the decision, within 10 working days.
The report will also advise the complainant of their right to access the
internal appeals process if they are not satisfied with the outcome of their
The completed form is
reviewed by the Principal and kept on the students record.
At all meetings the minutes
are taken and outcomes recorded.
All parties will receive a
written copy of the minutes.
Stage Two – Internal Appeal
If the complainant is
dissatisfied with the outcome of their formal grievance they may lodge an
appeal with the Head of Education
within 20 working days of receiving notification of the outcome of their formal
Appeals must be
submitted in writing marked to the attention of the Head of
Education as follows:
Head of Education
Ella Bache College of Skin and Beauty Therapy
Level 2, 77 Berry St,
North Sydney NSW 2060
The Head of
Education will consult with the complainant and other
relevant parties within 10 working days of the appeal being lodged.
Each case can be heard by
the Head of Education, independent person or a
panel and always with two persons present.
Where possible such
consultations should take the form of face-to-face interviews. The complainant or the respondent may ask
another person to accompany them to these interviews.
consultation, the Head of Education
will provide a written report within 10 working days to the complainant
advising the further steps taken to address the grievance, including the
reasons for the decision. The report
will also advise the complainant of their right to access the external appeals
process if they are not satisfied with the outcome of their internal appeal.
Stage Three – External Appeal
If the complainant is dissatisfied with the outcome
of their appeal, he or she can seek to
exercise their rights to a better resolution or an appeal from other outside
parties and legal sources should that be necessary.
If the complaint cannot be
resolved through the internal complaints handling process, then the student may
lodge their complaint with an external body such as; an
- Representatives of state or territory government
- Commonwealth and State or Territory offices of the
- The Anti Discrimination Board
- The Office of Fair Trading
- Private conciliators or dispute resolution
Complainants may lodge an external appeal to the
Australian Skills Quality Authority.
In the first instance students must first follow the
Ella Baché College of Skin and Beauty Therapy College
internal appeals process prior to lodging a complaint with ASQA. If after the internal process, a complainant
still believes the RTO is breaching or has breached its legal requirements,
they can submit a complaint to ASQA by completing the Complaint about a
training organization operating under ASQA’s jurisdiction form.
Except in exceptional circumstances, students must
attach evidence to the complaint form showing:
- That they have followed the RTO’s formal grievance
- The RTO’s response.
require students to identify themselves as a complainant; however students may
request to keep their identity confidential throughout the investigation.
If students need help with the Complaints,
Grievances and Appeals process or if they are unsure whether ASQA can help with
the complaint, they can call the ASQA Info line on 1300 701 801 or email email@example.com for
International students may take their complaint to
the Overseas Student Ombudsman.
The College will act
accordingly when an outcome is reached, and will ensure that all parties are
treated fairly and without bias.
While the complaint,
grievance and appeal process is in motion, the College will maintain the
student’s enrolment throughout the ongoing matter until it is resolved.
Students can appeal against an assessment result.
The appeal process is in the Student Handbook and
on the website. Trainers must be aware
of the appeal process and be able to explain this to students.
It is important that the appeal is settled as
quickly as possible. This may include:
- Resubmission or a second testing
In the first instance, the trainer will consult
with the Principal and depending on the circumstances, will provide an
opportunity to re-sit the exam or resubmit the piece of work. It will then be re-marked. The request and reasons will be recorded in
- Marking by a second assessor
The trainer should immediately inform the Principal
if a re-sit or re-submission is recommended or if the student has a grievance,
disagreement or dispute about the results.
The appeal will be discussed with the student and trainer and recorded
in writing, considered by the Principal and if appropriate, arrangements will
be made for re-assessment by another assessor.
- A written assessment appeal
If the student is still not satisfied with the
re-submission process and second marking the student must put their appeal in
writing as per the Complaints, Grievance and Appeal Policy. The Steps under
“Stage 2 – Internal Appeal” of the Complaints, Grievance and Appeal Policy will
then be followed.
If the assessment appeal is substantiated, it is
the College’s responsibility to follow up on the issues, modify policies and
procedures if required and record this action in the continuous improvement
system. The student and trainer will be
notified of this follow up and corrective action. Where appropriate, trainers will be involved
in a validation of the subject assessment plan and assessment activities to
benchmark their assessment practice with other teachers.
- Complaints and Appeal form
- Assessment Appeal form
- Complaints and Appeal Outcomes Report