This policy is in place to ensure that Australian Institute of English Pty Ltd (AIOE) provides access to a complaints resolution and appeals process that is fair and available at minimal cost.
This policy and procedure provide clear and practical guidelines to ensure that complaints and appeals received about AIOE, about and from participants, trainers, teachers, staff and/or third parties, can be resolved equitably and efficiently, and wherever possible at the informal level where appropriate and in accordance with the principles of natural justice.
This complaints and appeals policy and procedure manages allegations involving the conduct of:
Appeals against Intention to Report for participants on Student Visa is covered specifically in the AIOE Course Progress Policy.
It is any expression of dissatisfaction with an action or service provided by AIOE
It is where a participant or staff member or stakeholder of AIOE or another interested party disputes a decision arising from a complaint, an assessment decision, or another decision made by AIOE.
Complaints and appeals can arise from matters of concern or decisions made relating to:
Natural Justice – is concerned with ensuring procedural fairness. It involves:
Person – someone making the complaint (complainant or appellant) and can be an individual, a group or an entity/organisation.
Respondent – a party against whom the Complaint or appeal is lodged/ or someone who is defending the action in the complaint or appeal and can be an individual, a group or an entity/organisation.
The policy addresses the requirements of the National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students Standard 8; and Standards for Registered Training Organisations Standard 6.
AIOE believes that a person, who has a complaint or appeal, has the right to raise the complaint or appeal and expect that every effort will be made to resolve it in accordance with this policy, and without prejudice or fear of reprisal or victimisation. The person has the right to present the complaint or appeal formally and in writing.
AIOE will manage all complaints and appeals fairly, equitably and as efficiently as possible. AIOE will encourage the parties to approach the complaint or appeal with an open mind, and to resolve problems through discussion and conciliation.
Where possible Complaints and Appeals will be managed at an informal level with a minimum of formal procedures in the first instance, in an attempt to resolve the issue prior to a formal appeal being lodged.
Where a Manager in the Complaints and Appeals process has been involved in the specific matter and would possibly have a conflict of interest in considering the case, an alternate senior member of staff will be appointed to replace them. AIOE seeks to prevent complaints by ensuring high levels of satisfaction with its training and assessment, its performance as an RTO and with its public image. If a complaint should arise, all staff are expected to be fair, courteous and helpful in all dealings with the person making the complaint or lodging the appeal, and to assist or refer where they can.
Where a complaint or appeal cannot be resolved through discussion and conciliation, AIOE acknowledges the need for an appropriate external and independent party to mediate. The parties involved will be given the opportunity to formally present their case in an independent forum.
AIOE seeks to protect the rights and privacy of all involved, and to facilitate the return to a comfortable and productive learning environment.
Confidentiality will be maintained throughout the process of making and resolving complaints and/ or appeals, to the extent where information is necessary and required by the relevant parties to reach resolution and give effect to this policy.
The Complainant and respondents involved in the complaint or appeal have the right to be accompanied by a support person other than a qualified legal practioner.
Any complaint that is related to illegal activity, such as theft, assault or other will be immediately referred to the appropriate authority.
A copy of this Policy is available to the public, all stakeholders, participants and staff via the AIOE website and is referred to in the AIOE Handbook. Information and contact details of external authorities who may be approached is also included.
Should a person have a complaint or appeal, the following steps are to be followed: