PURPOSE
The following policy is intended to define the circumstances under which a student may seek appeal for a decision or an outcome to an administrative or academic decision made by a member of staff at ACN.
The procedures within this Grievance Policy are intended to also provide direction and advice to students on what other internal and external authorities can be accessed in pursuit of their grievance.
SCOPE
This policy applies to all students enrolled at ACN.
PROCEDURE
A grievance is any type of problem, concern or complaint about the student's study or study environment. For example, they may have a grievance about:
Class placement
Exam results
University enrolment
Tuition Fees
Homestay
Discrimination or harassment
This Grievance Policy sets out the steps available to students experiencing problems and the authorities to which a student may escalate a problem. Students are specifically referred to the ACN Harassment and Bullying Policy for further advice and reference.
This procedure begins with the first point of contact for dealing with a student's problem/s and then moving on through the steps that may be taken until the problem has been solved. If ACN is unable to solve the problem, the student may seek external help in order to resolve the grievance.
RESPONSIBILITY/AUTHORITY
The Academic Director is responsible for communicating this policy to students by enrolment procedures, displaying the policy on the ACN student Web resources site, and public awareness campaigns. Oversight for administration of this policy is the responsibility of the Managing Director.
The Managing Director is responsible for the integrity of the overall administration all of all ACN policies.
POLICY
Depending on the problem (examples listed on the left) a student may contact the following:
| 1. A Teacher |
Academic Director |
| 2. Fellow Student |
Lecturer then Academic Director |
| 3. Subjects or program* |
Lecturer then Academic Director |
| 4. Examinations |
Lecturer then Academic Director |
| 5. Manager, Academic Services Unit |
Academic Director |
| 6. Fees or payments |
Manager, Admissions |
| 7. Front Desk administration staff |
Manager, Admissions |
| 8. Other administrative staff |
Managing Director |
| 9. Managing Director |
ACL Group Managing Director |
| 10. Homestay Service |
Your homestay provider or Manager, Admissions |
| 11. Academic Director |
Managing Director |
| 12. Academic issues |
Academic Director |
| 13. Personal issues |
Manager, Academic Services Unit (may refer to trained to psychologist or counsellor) |
| |
* where academic issues cannot be resolved satisfactorily within ACN external recourse is available to La Trobe University via Associate Dean (External Programs, Faculty of Law and Management, La Trobe University, Victoria 3086; Telephone (03) 9479 1111 |
| 14. Appeals process |
Academic Director or Managing Director |
| 15. External authorities |
Consider
- Department of Fair Trading 13 3220
- Australian Competition and Consumer Commission (ACCC) 1300-302-502
- Department of Immigration, Multicultural, and Indigenous Affairs (DIMIA): http://www.dimia.gov.au/contacts/aust.htm, 131881
|
In the event that the result of the above process is still unsatisfactory, students are advised that (a) The Chief Executive Officer of the relevant Education Departments of each state has the power under the ESOS Act 2000 to suspend or cancel the registration of a provider or a course; and (b) students concerned about the conduct of a provider may contact officers of the Education Department involved in the administration of the ESOS Act 2000, and (c) the dispute resolution process does not prevent a student from exercising the student's rights to other legal remedies.
The Grievance Policy is intended to be easy to use, trustworthy, confidential, fair and free of repercussions. It allows problems to be sorted out quickly in a sensitive manner without fuss or fear of victimization.
If students wish to make a complaint or report a grievance, they should ask at the College reception for an FORM ACN 0.4.6. F1:- Improvement Request and advice on the process for dealing with a grievance.
ELIGIBILITY TO CONTRIBUTE TO THE DEVELOPMENT OF THE GRIEVANCE POLICY
Students are advised that ACN welcomes feedback on its grievance policies and procedures.
Students should submit comments or questions to:
The Managing Director
Level 1, 65 York St
Sydney, 2000
Tel: 02-9397-7600
REFERENCES:
Policy Number: |
Policy Title |
HRM7.2.2 |
Harassment and Bullying Policy |
STS4.3 |
Non-Academic Student Misconduct Policy |
FORM ACN 0.4.6. F1:- |
Improvement Request |
|
