STUDENT GRIEVANCE POLICY AND PROCEDURES (ACADEMIC & NON-ACADEMIC)

 Definitions

For the purposes of this document the following applies:

The Act refers to the Higher Education Support Act 2003

Student/s refers to all persons enrolled with Rycki Symons Pty Ltd (Academy of Design) including persons enrolled in a VET unit of study that meets the course requirements under subclause 45(1) of Schedule 1A of the Act who are, or would, be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act. For the purposes of non-academic grievances the term Student also refers to a person seeking to enrol with Academy of Design including persons seeking to enrol in a VET unit of study that meets the course requirements under subclause 45(1) of Schedule 1A of the Act who are, or would, be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act.

Complainant refers to Students (as defined above) who have lodged a grievance with Academy of Design.

1.         OVERVIEW

Academy of Design is committed to providing an effective, efficient, timely, fair and confidential grievance handling procedure for all Students. This policy covers both academic and non-academic grievances and appeals.

Academic matters include those matters which relate to student progress, assessment, course content or awards in a VET course of study.

Non-academic matters include those matters which do not relate to student progress, assessment, course content or awards in a course and include grievances in relation to personal information that the provider holds in relation to the student.  Non-academic grievances tend to arise from events occurring at a provider or from decisions made by a provider.

Complainants are entitled to access the grievance procedures regardless of the location of the campus at which the grievance has arisen, the Complainant’s place of residence or mode of study.

2.         Responsibility

The Director is responsible for implementation of this policy and procedure and ensuring that all staff are fully trained in its operation and Students and Complainants are made aware of its availability.

3.         General principles

These principles, which will be adhered to by Academy of Design, apply to all stages of this grievance procedure:

• The Complainant and any respondent will have the opportunity to present their case at each stage of the procedure.
• The Complainant and any respondent have the option of being accompanied/assisted by a third person (such as a family member, friend or counsellor) if they so desire.
• The Complainant and any respondent will not be discriminated against or victimised.
• At all stages of the process, discussions relating to grievances and appeals will be recorded in writing.  Reasons and a full explanation in writing for decisions and actions taken as part of this procedure will be provided to the Complainant and/or any respondent if requested.
• Records of all grievances will be kept for a period of five years.  These records will be kept strictly confidential and stored at Academy of Design, 2769 Gold Coast Highway, Broadbeach, 4218
• A Complainant shall have access to the internal stages of this grievance procedure at no cost.  Costs for an external appeal will be shared equally by Academy of Design and the Complainant.

4.         Formal Grievance Procedure

4.1       Stage One

Formal grievances should be submitted in writing to the Academic Coordinator at Academy of Design, 2769 Gold Coast Highway, Broadbeach, 4218.  The Complainant is invited to include suggestions about how the grievance might be resolved.

The Academic Coordinator will then assess the grievance, determine the outcome and advise the Complainant in writing of their decision within 10 working days.

The Complainant will be advised of their right to access stage two of this procedure if they are not satisfied with the outcome of Stage One.

4.2       Stage Two

If the Complainant is not satisfied with the outcome of Stage One they may lodge an appeal in writing with the Director at Academy of Design, 2769 Gold Coast Highway, Broadbeach, 4218

The Complainant’s appeal will be determined by the Director who will conduct all necessary consultations with the Complainant and other relevant persons and make a determination of the appeal.  The Complainant will be advised in writing of the outcome of their appeal, including the reasons for the decision within 10 working days.

The Complainant will be advised of their right to progress to Stage Three of the grievance procedure if they consider the matter unresolved.

4.3       Stage Three

Domestic students:

If the Complainant is not satisfied with the outcome of their appeal then an independent mediator will be sourced by Academy of Design through LEADR, the Association of Dispute Resolvers.

Costs of such mediation will be shared equally by Academy of Design and the Complainant.

If the Complainant remains unsatisfied with the outcome of the mediator’s decision, then they may contact the Australian Skills Quality Authority (ASQA).  For contact details and information please see: http://www.asqa.gov.au/complaints/making-a-complaint.html.

Overseas students:

If the Complainant is dissatisfied with the outcome of their appeal and they are an overseas student then they may contact the Overseas Students Ombudsman.

The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their training provider.  Refer to the Overseas Students Ombudsman website: www.oso.gov.au or phone 1300 362 072 for more information.

Remedial action:

Academy of Design agrees to be bound by the recommendations arising from any external review of the complaint and the Director will ensure that any recommendations made are implemented within 30 days of receipt of the recommendations.

5.         Publication

This Student Grievance Policy and Procedure (Academic and Non-academic) will be made available to students and those seeking to enrol with Academy of Design through publication on the website (www.academyofdesign.com.au) and in the Student Handbook.

6.         Approval