The Australian Government wants overseas students in Australia to have "a safe, enjoyable and rewarding place to study". Australia's laws promote quality education and consumer protection for overseas students. These laws are known as the ESOS framework and they include the Education Services for Overseas (ESOS) Act 2000 and the National Code.
According to the National Code, providers of education must have complaints and appeals processes that are "independent, easily and immediately accessible, and inexpensive for the parties involved". These Complaints and Appeals procedures are based on these principles.
We are always seeking to improve our services and so we welcome feedback whenever you are dissatisfied or feel that you have been unfairly dealt with. Our students are entitled to make a complaint about any aspect of our services, and to feel that their complaint will be fairly investigated.
- Complaints and Appeals will be heard as quickly as possible
- They will be treated seriously, sensitively and impartially
- These Complaints and Appeals procedures and guidelines will be seen as fair by every-one involved
- Individuals will be encouraged to use these procedures, and can be confident that there will be no negative consequences from doing so
- Confidentiality will be strictly observed by all participants and at all stages of the Complaints and Appeals process.
There are many different ways of handling complaints.
If you feel dissatisfied with some aspect of our service, this can often be easily resolved at an early stage by talking informally with the person responsible. For example if your complaint concerns a classroom matter, you should talk honestly to your teacher about your concerns. Alternatively, a homestay problem is best resolved with the Homestay Co-ordinator, and issues about fees should be discussed in the first instance with the Bursar. You can also get advice from the Student Welfare office.
However, if you have attempted to resolve matters informally but are not satisfied with the outcome, then you might wish to make a formal complaint.
Taylors College believes that students are entitled to have access to effective systems for handling any complaints that might arise during the course of their studies, as one way of ensuring the highest possible academic and service standards. Students should feel able to make a complaint, secure in the knowledge that it will be fairly investigated.
The complaints procedure comprises a number of stages and can be used for complaints about the delivery and quality of services, teaching, tutorial/supervisory provision or any other matters relating to your experience here as a student.
How to make a formal complaint
If you have attempted to resolve matters informally but are not satisfied with the outcome, you might wish to make a formal complaint. At this point, you might wish to seek advice from the Taylors College's "Grievance Counsellor".
You should complete a Complaint Form (PDF) or write a letter or email to the following campus contacts.
You need to provide the following information:
- Details of the complaint
- Supporting information you wish to be considered as part of your complaint
- An explanation of the steps you have already taken to try to resolve the complaint informally and why the responses you have received are not considered satisfactory
- What you think needs to be done to address your concerns.
- The Grievance Counsellor will commence the process of considering your complaint within ten (10) working days of receipt of your written Complaint Form. In considering your complaint, the Grievance Counsellor may arrange a meeting with you to enable you to formally present your case. You may be accompanied by a support person at any relevant meeting.
- The Grievance Counsellor will then consider your complaint and will provide you with a written statement of the outcome, including details of the reasons for the outcome. If the outcome results in a decision that supports your complaint, we will immediately implement the decision and/or any corrective and preventative action required.
- The Grievance Counsellor will take all reasonable measures to finalise the complaints process as soon as practicable.
- The Grievance Counsellor will retain a written record of the complaint and its outcome
If you are not satisfied with the decision taken in respect of your complaint to the Grievance Counsellor, you may request the Case Review by submitting a Case Review Form (PDF) to your Campus principal.
Your request will be considered by the Principal who may decide:
- To establish a Case Review Panel; or
- Determine there are insufficient grounds to take further action, thus concluding the consideration of the matter under these procedures.
Case Review Panel
The Case Review Panel will comprise the Principal or their nominee (in the Chair), a Program Co-ordinator (other than that in which you are enrolled,) or their nominee, and another member of the College staff (who is not one of your teachers).
You will be informed of the membership of the Case Review Panel, and the procedure to be followed, at least 14 days in advance of the review date.
The review will be conducted in private and all relevant facts will be taken into consideration. You may attend and formally present your case. You may be accompanied by a friend or representative who may speak and act on your behalf. You may bring along any person prepared to give evidence on your behalf. If your complaint involves a member of staff, they will also be invited to respond to your complaint to the panel. A secretary will be appointed to take a written record of the review.
You will be notified of the decision of the Case Review Panel in writing which contains the outcome and the reasons for the outcome. If the complaint is upheld you will be informed of the action to be taken to resolve the matter.
Without breaching confidentiality, all formal complaints and their associated responses and outcomes will be monitored by the Managing Director of Study Group Australia (or nominee).
If you are not satisfied with the result or conduct of the College's internal procedures for handling of your complaint or appeal, you have the right to access an external appeals process at minimal cost to you. We have chosen The Institute of Arbitrators and Mediators (IAMA) as the external body to which you may refer your complaint.
The external review will be conducted in accordance with IAMA's policies and procedures.
The contact details of the IAMA are:
||Level 1, 190 Queen St
Melbourne, Victoria 3000, Australia
||PO Box 13064
Melbourne, Victoria 8010
||(03) 9607 6908
||(03) 9602 2833
If the external review process supports your complaint, we will immediately implement any decision and/or corrective and preventative action required and advise you of the outcome.
Complaints and appeals against cancellation of your enrolment
The National Code requires that for High School and Foundation courses, "Where the registered provider has assessed the student as not achieving satisfactory attendance, the registered provider must notify the student in writing of its intention to report the student for not achieving satisfactory attendance. The written notice must inform the student that he or she is able to access the registered provider's complaints and appeals process as per Standard 8 (Complaints and appeals) and that the student has 20 working days in which to do so".
If THIS Complaints and Appeals process results in a decision that your attendance and or academic progress have been unsatisfactory, the College is required by law to report this to the relevant Government authorities "as soon as possible". (Standard 11.7)
If the College determines that there are "extenuating circumstances relating to the welfare of the student" the College may suspend or cancel the student's enrolment prior to the completion of the internal review. (Standard 13.4)