ICQA’s Complaints and Appeals Policy

The purpose of ICQA’s Complaints and Appeals Policy is to provide a student or parent(s)/legal guardian with the opportunity to access procedures to facilitate the resolution of a dispute or complaint. These internal procedures are a conciliatory and non-legal process.

• In the first instance, ICQA requests there is an attempt to informally resolve the issue. If this is unsatisfactory or does not result in a resolution of the matter, ICQA’s internal formal complaints handling procedure will be followed
• The process of this grievance procedure is confidential and any complaints are a matter between the parties concerned and those directly involved in the complaints handling process.
• If the student or parent(s)/legal guardian remain dissatisfied with the outcome, ICQA will advise of access to an independent external appeals process.
• Grievances brought by a student against another student will be dealt with under the college’s Behaviour Policy/Code of Conduct.
• For conditions which apply to handling of a complaint or appeal arising from the school’s suspension or cancellation of a student’s studies, please see Section 7 of ICQA’s Deferment, Suspension and Cancellation Policy.

1) Students

a) Students should contact the student’s teacher and Director of Studies in the first instance to attempt mediation/informal resolution of the complaint.

b) At this point, the student should notify the school in writing of the nature and details of the complaint.

c) Each complainant has the opportunity to present his/her case to the Director of Studies. Students may be accompanied by a support person.

d) The formal complaints process will commence within 10 working days of the lodgment of the complaint with the Director of Studies.

e) Once the Director of Studies has come to a decision regarding the complaint, the student will be informed in writing of the outcome and the reasons for the outcome.

f) If the complaints procedure finds in favour of the student, ICQA will immediately implement the decision and any corrective and preventative action required.

g) If the complaints procedure does not find in favour of the student or the student is dissatisfied with the result of the complaints procedure, he/she can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman is free and Independent. He/she can find out more at www.oso.gov.au or call 1300 362 072.

h) ICQA undertakes to finalise all grievance procedures within 20 working days.

i) For the duration of the appeals process, the student is required to maintain enrolment and attendance at all classes as normal.

2) Parent(s)/Legal guardians

a) Parent(s)/legal guardians should contact the Director of Studies in the first instance to attempt mediation/informal resolution of the complaint.

b) At this point, parent(s)/legal guardians must notify the school in writing of the nature and details of the complaint.

c) Each complainant has the opportunity to present their case to the Director of Studies. Parent(s)/legal guardians may be accompanied by a support person.

d) ICQA internal formal complaints process will commence within 10 working days of the lodgment of the complaint with the Director of Studies.

e) Once the Director of Studies has come to a decision regarding the complaint, the parent(s)/legal guardian will be informed in writing of the outcome and the reasons for the outcome.

f) If the complaints procedure finds in favour of the parent(s)/legal guardian ICQA will immediately implement the decision and any corrective and preventative action required.

g) If the complaints procedure does not find in favour of the parent(s)/legal guardian or the parent(s)/legal guardian is dissatisfied with the result of the complaints procedure, he/she can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman is free and Independent. He/she can find out more at www.oso.gov.au or call 1300 362 072.

h) ICQA undertakes to finalise all grievance procedures within 20 working days.

3) Definitions

a) Working Day – any day other than a Saturday, Sunday or public holiday during term time

b) Student – a student enrolled at ICQA

c) Support person – a friend/teacher/relative not involved in the grievance [lawyers and/or education agents are not acceptable support persons at this stage of the complaints handling process]