Complaints and Appeals Procedure

Australian College of Technical Studies has a complaints and appeals procedure to provide students with a fair and equitable process for resolving any complaints or appeals they may have. The complaints and appeals procedure include a requirement that an independent mediator will be appointed if the student is dissatisfied with the process undertaken by the College. If you have a complaint or appeal, you should take the following steps:

  • Contact Student Services to obtain a copy of the complaints and appeals procedure and the complaints and appeals form. (The complaints and appeals procedure is also given below).
    • Complete the complaints and appeals form and lodge it with Student Services.

The procedure:

  1. Students who are concerned about the conduct of Australian College of Technical Studies are encouraged to attempt to resolve their concerns using this procedure.
  2. The procedure will be implemented at no cost to the student.
  3. The procedure will commence within 5 working days of the formal lodgment of the complaint or appeal and supporting information.
  4. All prospective students will be provided with information about the complaints and appeals procedure before making an agreement to enroll.
  5. All complaints and appeals will be handled professionally and confidentially to achieve a satisfactory resolution that is fair and equitable to all parties.
  6. Students will be provided with details of external authorities they may approach, if required
  7. At any stage in the internal complaint or appeal process students are entitled to have their own nominee included to accompany and support them.
  8. Students may raise any matters of concern relating to training delivery and assessment, the quality of the teaching, student amenities, discrimination, sexual harassment, and other issues that may arise.
  9. For internal complaints and appeals:
    1. The student will have an opportunity to formally present their case, in writing or in person at no cost to the student.
    1. The student may be accompanied and assisted by a support person at any relevant meetings.
    1. At the conclusion of the complaint or appeal the student will be given a written statement of the outcome, including details of the reasons for the outcome and the record of the complaint and outcome will be placed in the student file.
  10. The following matters must be lodged a formal internal appeal within 20 working days of notification of an intention to report the student to the Department of Education in order to be considered by Australian College of Technical Studies:
    1. Deferral of commencement, suspension or cancelling a student enrolment
    1. Non-Achievement of satisfactory course progress
    1. Non-Achievement of course attendance requirements
  11. A student’s enrolment must be maintained whilst a complaint, internal appeal and external appeal is in progress and the outcome has not been determined except in cases where Australian College of Technical Studies is intending to defer or suspend a student’s enrolment due to misbehavior or to cancel the student’s enrolment. (See the nextrequirement).
  12. In cases where Australian College of Technical Studies Is intending to defer, suspend or cancel a student’s enrolment due to misbehavior, on receipt of an outcome of the internal appeals process which supports Australian College of Technical Studies’s view, unless extenuating circumstances relating to the student’s welfare apply, Australian College of Technical Studies will notify the Department of Education through PRISMS of the change to the student’s enrolment.
  13. Extenuating circumstances’ relating to the welfare of the student must be supported by appropriate evidence and may include, but are not limited to the student:
  • having medical concerns, severe depression or psychological issues which lead Australian College of Technical Studies to fear for the student’s wellbeing.
    • having engaged or threatens to engage in behavior that is reasonably believed to endanger the student or others; or
    • being at risk of committing a criminal offence
  • Australian College of Technical Studies will encourage the parties to approach a complaint or appeal with an open view and to attempt to resolve problems through discussion and conciliation. Where a complaint or appeal cannot be resolved through discussion and conciliation, we acknowledge the need for an appropriate external and independent agent to review the process implemented by Australian College of Technical Studies.
  • If there is any matter arising from a student informal complaint, formal complaint or appeal that is a systemic issue which requires improvement Action this will be reported in writing (via email to the CEO) to Australian College of Technical Studies Management Group meeting so the matter can be recorded in Australian College of Technical Studies Complaints Register and be used as part of the continuous improvement activities of Australian College of Technical Studies.
  • Nothing in this procedure inhibits student’s rights to pursue other legal remedies. Students are entitled to resolve any dispute by exercising their rights to other legal remedies. Students wishing to take this course of Action are advised to:
    • Contact a solicitor; or
    • Contact the ACT Legal Aid Commission on 1300 654 314 for information about your legal problem and contact details for services that might be able to assist you. Website: https://www.legalaidact.org.au/

A student’s enrolment will be maintained whilst an appeal is in progress and the outcome has not been determined.

Following the receipt of the outcome of the external appeal Australian College of Technical Studies must immediately implement the decision, convey the outcome to the student, place a copy of the documentation on the student file and undertake any improvement actions arising from the complaint.