Focused Management Education Developing Global Enterprise
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  • Melbourne VIC 3000
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Complaints and Appeals Procedure Policy

Policy Number
FMEP005
AQTF Standards Addressed
Standard 6        Clauses 6.1 – 6.6
Purpose

FMEDGE endeavours to create a positive learning environment for students, one in which each student has the opportunity to achieve their personal best. Part of the maintenance of that positive environment is a fair and open complaints and appeals procedure made available to all students.

Definitions

Complaint – dissatisfaction with a service offered or treatment received at FMEDGE.

  • the enrolment, induction/orientation process;
  • the quality of education provided;
  • academic matters including student progress, assessment*2, curriculum and awards in a VET course of study;
  • handling of personal information and access to personal records; and
  • the way someone has been treated.
Appeal – dissatisfaction with a decision made by FMEDGE.
* Please note:
  • Please note:Students should note that a complaint about being awarded what the student considers an unsatisfactory result will only be actioned if the complaint concerns the process of assessment, not the result.
Acronyms and Abbrevations

FMEDGE – Focused Management Education Developing Global Enterprise

IAMA – LEADR & IAMA – The Institute of Arbitrators & Mediators Australia

VET – Vocational Education and Training

Policy

FMEDGE has a duty of care in ensuring that students study in a happy environment, free of coercion, unfair treatment or harassment. FMEDGE ensures that appropriate arrangements for the care of the students under the age of 18 are in place. Any circumstances caused by a fellow student or staff member, including, any abuse and/or bullying, or issue with the Organisation in general, which affect the wellbeing of any student, will be dealt with in a professional manner by the Organisation according to established procedures. FMEDGE has put in place a policy and procedure to address such issues as part of its quality service for students.

The procedures set out in this document do not replace or modify procedures or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in these procedures limits the rights of individuals to take action under Australia’s Consumer Protection laws. Also, these procedures do not circumscribe an individual’s rights to pursue other legal remedies.

Procedure

flow-diagram-complaints-appeals-process_v1

The student’s complaint or appeal will be dealt with promptly and the length of time involved may vary in accordance with the complexities of the case.

If the student is under 18 years of age, a copy of their complaint or appeal will be sent to their parent, legal custodian or suitable nominated relative or legal custodian and/ or care giver provider as applicable.

Under normal circumstances the student can expect at least a provisional written response within 10 working days of presenting their complaint and appeal.

If resolution takes longer, the student and, where applicable, their parent, legal custodian or suitable nominated relative, legal custodian and/ or care giver provider as applicable will be kept informed on the progress of the case.

The student will be provided with a written outcome on their case including reason(s) for the decision.

A copy of the outcome on the case would also be sent to the parent, legal custodian or suitable nominated relative or legal custodian and/ or care giver provider as applicable.

The student must maintain their enrolment throughout the complaints and appeals process.

The internal complaints and appeals services available to the student are free of charge.

 

External Appeal

If the student is dissatisfied with the outcome of their complaint or appeal at the end of the internal process, they may wish to have the matter dealt with through an external dispute resolution process facilitated by The Institute of Arbitrators & Mediators Australia (IAMA).

Nomination Request Fee is $220, with 50% paid by you ($110) and 50% paid by FMEDGE.

The student must lodge a request for mediation to IAMA via email and you will be required to complete the request form.

The form is available from IAMA and also reception and management.

Student Contact for IAMA:
student.appeals@IAMA.edu.au

Student’s should not phone or go into an IAMA office under any circumstance.

Once IAMA has received your appeals form, they will contact you and FMEDGE to request all documentation.

IAMA will then send all your documents to an external reviewer.

The external reviewer will make the decision based on the documentation and forward decision to IAMA.

IAMA will notify the student (and FMEDGE) of the outcome of their appeal in writing within 1 month of receiving their form.

 

Recording Student Complaints and Appeals

Complaints that the student does not wish to formalise in writing should be recorded in the FMEF008 Diary Note to be forwarded to the Compliance Manager via enrolment@fmedge.com.au (where applicable).

Each complaint, appeal and its outcome is recorded on the Complaints and Appeals Register and copies of the FMEF006 Complaints and Appeal Form or FMEF008 Diary Note Form, and the recorded outcome are placed in the student’s file.

 

Actioning Student Complaints and Appeals

Where the complaints or appeals process results in a decision supporting the student complaint, FMEDGE will within thirty days implement the required corrective/preventative action and advise the student of the outcome.

*For students under the age of 18 a copy of the outcome will be sent to their parent, legal custodian or suitable nominated relative or legal custodian and/ or care giver provider as applicable.

 

Record Keeping and Confidentiality

A written record of all complaints handled under this procedure and their outcomes shall be maintained for a period of at least five years to allow all parties to the complaint appropriate access to these records. Access to these records is based upon a written request to the Chief Executive officer. These records will be maintained in the student’s file.v

All records relating to complaints will be treated as confidential and will be covered by the Organisation’s Privacy and Personal Information Policy.

Related policies

FMEP007 Privacy and Personal Information Policy

Related forms

FMEF006 Complaints and Appeal Form

FMEF008 Diary Note Form

Underpinning Legislation

Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth)
http://www.comlaw.gov.au/details/c2012a00197

Policy publication locations

Website – Policies and Procedures Tab

Student handbook

Policy manual

Person responsible for modification and review

Compliance Manager

File name
G:\FMEDGE\Policies Processes and Forms\New Policies\SMP005 Complaints and Appeals Procedure Policy.docx
Version
1.1
Date Modified
1 April 2015
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