Student Grievance Policy - Powered By Kayako SupportSuite

07 Sep 2010

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	Student Grievance Policy

Solution A grievance can be a complaint about a situation, a process, a person or people, a facility or a service provided by The Academy.

Lodging a Grievance

To assist in tracking a grievance, and to ensure a clear understanding of the issue at hand, all grievances and complaints must be lodged in writing. The preferred mechanism to lodge a grievance is to use The Academy’s Grievance Form available at reception, however grievances may also be lodged as a letter, in an email or via the Student Support system available on the SBTA website.

The completed Grievance Form should be returned to reception, and may be placed in an envelope marked “Confidential Grievance” to preserve confidentiality if required.

Where the official Grievance Form is not used a student should clearly indicate that they wish to lodge a formal grievance for it to be treated as part of the formal grievance process.

A student entering the grievance process will have their enrolment maintained while the process is ongoing.

If, following the submission of the written grievance, further information is required a student will have the opportunity to formally present their case at no cost. A student may be accompanied and assisted by a support person at any relevant meeting.

Responding to Grievances

The Academy will investigate and respond to all grievances lodged by a student. The process will commence within 10 working days of the formal lodgement of the complaint and supporting information and all reasonable measures will be taken to finalise the process in the shortest possible time.

The Academy treats all grievances in confidence and must seek the permission of the student before discussing the grievance with outside parties, except where required by law to divulge the information to a third party. The student will be given a written statement of the outcome, including details of the reasons for the outcome.

If the process results in a decision that supports the student, The Academy will immediately implement the decision or preventive action required and advise the student of the outcome.

Students who are not happy with the outcome of their grievance can take further action through ACPET (www.acpet.edu.au).

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03 Mar 2008 02:45 PM