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Student Grievance Handling Policy & Procedure

Communication is very important to any work environment, as it helps a business or College run effectively and efficiently.
If you have any problems, questions or suggestions, contact your class teacher who is normally in the best position to assist you.
If the problem is of a personal nature that you feel may need professional help, please consult your class teacher, who can help you to find a professional in your local area.
In any organisation grievances and discontent can occur. If they go unchecked they can cause unnecessary friction or lower morale.
Our College policy is:

  • As soon as a complaint or issue arises it will be dealt with by discussions with all mentioned parties involved
  • Each complaint, grievance, appeal and outcome is recorded in writing and all parties will be given a copy
  • Each appeal is heard by an independent person or panel; and always with two persons present
  • Each complainant:
  • has an opportunity to formally present his or her case; and
  • is given a written statement of the appeal outcomes, including reasons for the decision
  • 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 General Privacy Statement set out in the College Policies and Procedures.

Grievance Procedure

This procedure can be utilised by students to submit a grievance of an academic or non-academic nature. Grievances of an academic nature include issues related to student progress, assessment, curriculum and awards in a course of study. Grievances of a non-academic nature cover all other matters including grievances in relation to personal information that the College holds in relation to an individual.
During all stages of this procedure the College will take all steps to ensure that:

  • the complainant and the respondent will not be victimised or discriminated against
  • the complainant has an opportunity to formally present their case and each party to the grievance may be accompanied and assisted by a support person at any relevant meetings
  • a full explanation in writing for decisions and actions taken as part of the process will be provided to all parties to the grievance
  • 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 this grievance and appeals process.

Before an Issue becomes a Formal Grievance

Students are encouraged, wherever possible, to resolve concerns or difficulties informally with the person(s) concerned. There are support staff available to assist the resolution of issues at this level.
If you have a grievance or complaint, you are encouraged to take the matter up with the class teacher, who will record the grievance in writing and endeavour to resolve the complaint. You are encouraged to complete a “Complaints, Grievances and Appeals Form”. These forms can be requested by the student and are available at the College reception. All complaints and grievances will be treated confidentially and an agreeable solution will be worked towards for all parties in an impartial and professional manner.
If the matter cannot be resolved, students should follow this three-step procedure:

  • The student may make a formal complaint in writing
  • If the complaint is dissatisfied with the outcome, then the student may make in internal appeal
  • If parties still remain in conflict they may agree to appoint an external mediator to help resolve the grievance.

Whilst the College encourages students to follow the above steps to facilitate an ongoing relationship, the student is entitled to seek outside help if he or she desires.

Stage one - Formal Complaint

Formal complaints must be submitted in writing marked to the attention of the Student Liaison Officer as follows:

Student Liaison Coordinator
Ella Bache College of Skin & Beauty Therapy
Level 2, 77 Berry St
North Sydney NSW 2060
Receipt of the complaint will be acknowledged within 5 working days and the grievance handling process will commence within 10 days of the receipt of the formal grievance and all reasonable measures will be taken to finalise the process as soon as practicable.
The Student Liaison Coordinator 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 accompany them.
The Student Liaison Coordinator 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 formal grievance.

 

Stage Two – Internal Appeal

If the complainant is dissatisfied with the outcome of their formal grievance they may lodge an appeal with the CEO within 20 working days of receiving notification of the outcome of their formal grievance.
Appeals must be submitted in writing marked to the attention of the CEO as follows:

CEO
Ella Bache College of Skin & Beauty Therapy
Level 2, 77 Berry St
North Sydney NSW 2060
The CEO 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 CEO, 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.
Following the consultation, the CEO 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 CEO 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.
The College cannot suspend or cancel a student’s enrolment whilst the internal complaints process is in process, unless there is evidence that there may be extenuating circumstances that relate to the welfare of the student.

 

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 by this stage, then an independent person can be brought in, for example:

  • Commonwealth and State or Territory offices of the Ombudsman
  • the Anti Discrimination Board
  • the Office of Fair Trading
  • private conciliators or dispute resolution counsellors.

The College will work with the complainant to arrange an external arbiter to ensure that all matters are handled professionally so that a suitable outcome is reached for both parties.
The College will bear the costs of the arbiter if this becomes necessary.
All meetings and outcomes will be recorded in writing and all parties will be given a copy. Complainants may also lodge an external appeal to the Australian Skills Quality Authority (ASQA).
As an international student, you may also take your 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.

Need Help?
If students need help they can contact ASQA by using the online Complaints form