Complaints and Feedback

1.0 A complaint

1.0 A complaint is defined as a dissatisfaction with a treatment or service made by:

1.1 Gradskill College Australia, its trainers, assessors or other staff

1.2 A third party providing services on College’s behalf (including, the third party organisation itself, their trainers, assessors or other staff)

1.3 Another learner of College

Examples of complaint include, but are not limited to:

• a) Unfair treatment conducted by any party identified in point 1.0 of this policy
• b) State of classroom facilities, equipment or resources of Gradskill College Australia or third party organisations providing services on College’s behalf
• c) Time taken to receive feedback on academic results
• d) Time taken to access any service provided by College or a third party organization providing services on College’s behalf
• e) Any interaction conducted by a party identified in point 1.0 of this policy

2.0 An appeal

2.0 An appeal is defined as a dissatisfaction with a decision made by Gradskill College Australia, or a third party providing services on College’s behalf. Examples of appeal include, but are not limited to, a review of:

• a) A decision, including an assessment decision made by Gradskill College Australia assessor or assessor of a third party providing services on College’s behalf
• b) College’s intention to report a student for non-compliance of a visa condition
• c) College’s decision to not provide a student refund
• d) College’s decision to not approve a transfer request
• e) College’s decision to not accept an enrolment
• f) College’s decision to not approve a suspension of studies, deferment or cancellation request

Note that grounds for internal appeal generally fall in to, but are not limited to, one of the following categories:

• a) New evidence being received by the College, which was not reasonably available at the time that College or a third party providing services on College’s behalf, made its decision
• b) Procedural irregularity by College or a third party providing services on College’s behalf
• c) Other (compassionate or compelling circumstances)

3.0 Internal Complaint and Appeal

3.1 There is no cost involved to students in accessing Gradskill College Australia’s internal complaint and appeal process

3.2 All parties directly involved in the internal complaint and appeal process may be accompanied and assisted by a support person at any relevant meeting

3.3 Complaint and Appeal applications must be accompanied with relevant documentation e.g. written statements, names of witnesses and any other relevant documents to support the students’ case. The evidence provided by the student will determine College’s investigative activities and will form the basis of College’s decision

3.4 Should a student not make an internal appeal within 20 working days of the initial decision made by College or a third party providing on College’s behalf, the initial decision will be maintained and the College or third party acting on College’s behalf will act on the decision

3.5 Within 5 working days of the complete complaint/appeal (including supporting evidence) being received, the student lodging a complaint or appeal will receive an acknowledgement of a receipt of a complaint or appeal.

3.6 Gradskill College Australia will maintain the students’ enrolment while the complaint and appeal process is ongoing, and will not act on the initial decision until the appeal process has been completed. Students must in turn ensure they continue to meet their attendance and course progress requirements until the process has been completed

3.7 All students that access College’s complaint and appeal process will be provided with written notification of the outcome, including reasons for the outcome, within 10 working days of the complete complaint/appeal being received.

3.8 Where the complaint or appeal process results in a decision that supports the student, College or a third party acting on College’s behalf, will complete any corrective actions within 10 working days from the decision

3.9 Where the complaint or appeal process results in a decision that is not in favour of the student, the student may choose to access College’s external appeal process within 10 working days of the internal appeal outcome

3.10 College will assist all students with the external appeal process and will provide the student with written acknowledgement that the external appeal process has been activated upon advice from the student

3.11 All records of the complaint and appeal process will be filed in the students file

4.0 External Complaint and Appeal

4.1 Students who are dissatisfied with the outcome of Gradskill College Australia’s internal complaint and appeal process, have the right to access College’s external appeal process within 10 working days of the internal appeal outcome. Should a student not make an external appeal within 10 working days of the internal appeal outcome, Gradskill College Australia’s initial decision will be maintained and the College will act on the initial decision.

• Gradskill College Australia’s external appeal reviewer international student is the Commonwealth Ombudsman:

Website: https://www.ombudsman.gov.au/complaints/international-student-complaints
Phone:1300 362 072

4.2 The external review is provided at minimum cost to students that wish to access it. For international students, Commonwealth Ombudsman service is free.

4.3 Gradskill College Australia will maintain the students’ enrolment while the complaint and appeal process is ongoing, and will not act on the initial decision until the appeal process has been completed. Students must in turn ensure they continue to meet their attendance and course progress requirements until the process has been completed

4.4 In most cases, the purpose of the external appeal process is to consider whether Gradskill College Australia’s, or a third party providing services on its behalf, has followed its policies and procedures, not to make a decision in place of the College

4.5 The outcome of the external appeal is final, however does not remove the right for the student to take further action under Australia’s Consumer Protection Laws, pursue other legal action or make a complaint to:

• National Training Complaints Hotline 13 38 73
• Australian Skills Quality Authority (ASQA) (https://www.asqa.gov.au/students/complaints-about-providers)(complaint about information provided by RTO’s, the quality of delivery and assessment and qualifications issued or yet to be issued only)
• Administrative Appeal Tribunal (http://www.aat.gov.au)

Visit https://www.asqa.gov.au/about/complaints/more-support to find more help with lodging complaints to external party.

4.6 Where the external complaint or appeal process results in a decision that supports the student, College will provide written advice to the student and any other relevant party of the outcome and will complete all necessary corrective actions within 10 working days

4.7 Where the external complaint or appeal process maintains College’s or a third party providing services on College’s behalf initial decision, the College will implement the actions as stated in the initial decision

4.8 All records of the complaint and appeal process will be filed in the relevant students’ file

5.0 Complaint and Appeal Process

Where possible Student Services will initially attempt to resolve student’s complaints informally through discussions and general mediation in relation to the student’s grievance. The formal a complaint or appeal process will follow if the student is not satisfied with outcome of the informal attempt.

Informal Stage (Complaint only):

Student advises Student Services and attempts to solve the problem informally with the relevant party identified in clause 1.0 of this policy.

• If the student is satisfied with the outcome, no further action is needed.
• If the student is not satisfied with the outcome, progress to formal complaints process (step 1).

STEP 1 – Complaint and Appeal (Internal):

Student completes a Complaint Form or an Appeal Form with supporting documentation and lodges it with the Student Administration. For an appeal, the application must be within 20 working days of the initial decision being made by College or third party providing services on its behalf.

The Student Administration Officer:

• a. Reviews the case and provides written advice of receiving the complaint/appeal within 5 working days of receiving the complete student submission
• b. Schedules a meeting with the relevant parties involved
• c. Provides student with outcome, including reasons for the outcome within 10 working days of receiving complete student submission

• If the student is satisfied with the outcome, no further action is needed.
• If the student is not satisfied with the outcome, progress to step 2.

STEP 2 – Complaint and Appeal (External):

Within 10 working days of receiving the outcome, the student makes an external appeal to Commonwealth Ombudsman and completes and submits the Gradskill College Australia’s External Appeal Form to the Student Administration Officer.

The Student Administration:

• a) Provides ongoing assistance to the student in accessing the College’s external appeal process
• b) Provides written advice acknowledging the student’s external complaint/appeal within 5 working days
• c) Provides student and other relevant parties with the final outcome, including reasons for the outcome within 10 working days of receiving notification from the Commonwealth Ombudsman

Commonwealth Ombudsman will review the appeal and inform College and the student of the outcome.

Note that in most cases, the purpose of the external appeal process will be to consider whether College or a third party providing services on College’s behalf has followed its policies and procedures, not to make a decision in place of College. RI and Commonwealth Ombudsman decisions are final however this does not remove the right for the student to take further action under Australia’s Consumer Protection Laws or pursue further legal action.

Where the external complaint or appeal process with Commonwealth Ombudsman results in a decision that supports the student, College will provide written advice to the student and any other relevant party of the outcome and will complete all necessary corrective actions within 10 working days.

Where the external complaint or appeal process with Commonwealth Ombudsman, maintains College’s or a third party providing services on College’s behalf’s initial decision, the College will implement the actions as stated in the initial decision

Contact details for lodging External Appeal:

International students lodging an external appeal with should visit Commonwealth Ombudsman website:
https://www.ombudsman.gov.au/complaints/international-student-complaints or contact the Commonwealth Ombudsman on 1300 362 072.