s002 student grievance and appeals policy and...

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StudentGrievancePolicyandProcedure

Policynumber S002

Policyestablished 5November2010

CurrentStatusVersionNo. 6.2

Approvedby BoardofGovernors

DateofApproval 20February2017

Previousversions 3June2016

25March2016

8October2014

1December2012

30May2011

5November2010

NextReviewDate 8October2017

GovernmentLegislation HigherEducationSupportAct2003

AgeDiscriminationAct2004

AustralianHumanRightsCommissionAct1986

DisabilityDiscriminationAct1992

RacialDiscriminationAct1975

SexDiscriminationAct1975

PrivacyAct1988

ResponsibleOfficer CEO

1. Purpose

The purpose of this policy is to ensure that the IKON Institute of Australia has processes to enablestudents’complaintsandgrievancestoberesolvedinatimelyandeffectivemannerthatrespectstherightsandprivacyofallpartiesconcerned.

2. Scope

2.1 Thispolicyappliestocomplaintsandgrievancesthatarelodgedby:• Students• Formerstudents• Prospectivestudentsorpersonsseekingtoenroll,whoareorwouldbeentitledtoFEE-HELPor

VETFEE-HELPundertheHigherEducationSupportAct(2003).

2.2 Students are entitled to access the IKON Institute of Australia’s grievance policy and procedures,regardlessofthe locationofthecampusatwhichthegrievancehasarisen,thestudent’sorperson’splaceofresidenceorthemodeinwhichtheystudy.

S002 Student Grievance and Appeals Policy and Procedure.docx Approved by: Board of Governors 20/02/2017

IKONInstituteofAustralia|StudentGrievanceandAppealsPolicyandProcedure|Version6.2 2of10

2.3 ThispolicydoesnotaffectorlimittherightsofanindividualunderStateandFederallawtopursueacomplaintthroughanexternalagency.

3. Definitions

Complaint: an expressionof dissatisfactionwith thedelivery of academic, administrativeor supportservices.

Student: In this document ‘Student’ refers to both students and prospective students, enrolled orseekingtoenrol,inacourse(HigherEducation(HE)orVocationalEducationandTraining(VET)courseofstudy,orprofessionaldevelopmentcourse)withtheIKONInstituteofAustralia.

Complainant:thisreferstothestudentwhoismakingthecomplaint

Grievance:Anactualorsupposedcircumstanceregardedasjustcauseforcomplaint.

GrievanceOfficer:Meansapersonappointedby theCEOtodealwithgrievance issues.AGrievanceOfficer will be appointed in each jurisdiction and their contact details published in the StudentOrientationHandbookandonthewebsite.TheGrievanceOfficercanalsobecontactedbytelephoningtheIKONInstituteofAustraliaon(08)83509753orviapost,addressedtoTheGrievanceOfficer,IKONInstituteofAustralia,Level1,77JettyRoad,Glenelg,S.A.5045.

GrievanceCommittee:MeansacommitteeconvenedfromtimetotimebytheCEOfornon-academicmattersandbytheAcademicBoardforacademicmatters,whichshallbeconstituted,byatleastthree(3)ofthefollowingmembers:

• CEO• HeadofFaculty• FinanceandAdministrationManager/OperationsManager• EducationSupportOfficer(ESO)• Lecturer/Trainer/Tutor

ThemostseniorIKONInstituteofAustraliastaffmemberoftheGrievanceCommitteewillactasChairoftheCommitteeandwillappointoneoftheothermemberstobeSecretaryoftheCommittee.

Independent third party: an organisation external to the IKON Institute of Australia with whom astudentmay lodgeanappeal in theevent that theyaredissatisfiedwith theoutcomeofan internalcomplaint/grievanceprocess.Bothpartiesareboundbythefindingsoftheindependentparty.Alistofappropriateindependentthirdpartiesisidentifiedinthisdocument.

Former student:apersonwho,within the last threemonths, has completed aHEorVET course ofstudy delivered by IKON Institute of Australia or an IKON Institute of Australia professionaldevelopmentprogram.

4. Principles

TheIKONInstituteofAustraliaiscommittedtoprovidingstudentswithanenvironmentthatisfreeofdiscrimination,harassment,bullyingandviolenceandaccesstoeffectiveandefficientcomplaintsandgrievanceresolutionproceduresthataretimelyandinexpensive.Thepolicyisbasedonthefollowingprinciples:

• Naturaljusticewillbetheguidingprincipleforallmattersrelatedtogrievances.• Atall times, a studenthas the right toappointa supportpersonatany timeof thegrievance

processifthestudentsochooses.• Studentsmayaccessthecomplaintandgrievancesproceduresatnocosttothem.• Studentcomplaintsandgrievancesshallbehandledinaconfidentialandtimelymanner.



• Student complaints and grievances will be treated in an equitable and culturally sensitivemannerandjudgedpurelyontheirmerits.

• Nostudentshallbedisadvantagedorvictimisedasaresultofmakingacomplaintorgrievance.• Staffinvolvedinresolvingstudentcomplaintsorgrievanceswillactfairlyatalltimesandensure

thatthereisnobiasinthemanagementofcomplaintsorgrievances.• The parties to the complaint or grievance shall be regularly informed of the progress of the

matter.• OutcomesordecisionsmustbeachievablewithintheIKONInstituteofAustralia’slawfulpowers

andpolicies,andlegislativerequirements.• TheIKONInstituteofAustraliawillensurethatallstaffandstudentshaveaccesstoinformation

containedinthispolicyandprocedures.Staffshallbegivenawrittencopyofthepolicyandbetrained in the application of this policy and procedures at staff induction prior to thecommencement of the teaching year. Students shall be informed of this policy and theseprocedures at the student induction and reference material shall be included in the StudentOrientationHandbookandtheIKONInstituteofAustraliawebsite.

• Thiscomplaintsprocessdoesnotrestrictastudent’srighttopursueotherlegalremedies.

5. TypesofGrievances

5.1 AcademicMatters

Thispolicyappliestoacademicmatters,whichincludebutarenotlimitedto:

• Academicprogressdecisions• Assessmentmatters• Curriculum matter – content or structure of academic programs, nature of teaching, or

assessment• Academicintegrity(plagiarism)• Selectionoradmissiondecisions• Academicstaff.

5.2 Non-AcademicMatters

Thispolicyappliestonon-academicmatters,occurringattheIKONInstituteofAustraliaorarisingfromdecisionsmadebytheIKONInstituteofAustralia,whichincludebutarenotlimitedto:

• Harassment,vilification,discriminationandbullying• Financialmatters,finesandpayments,• Applicationprocedures• Theuseofmisuseofpersonalinformation.

6. Proceduresforhandlingstudentcomplaintsandgrievances

Informalapproach

6.1 Whenastudenthasacomplaint,theyshouldfirstdiscussthematterwiththepersonconcerned.(Itisadvised thata studentnot speak tootherpeopleabout thematteruntil theyhave spokenwith thepersonconcerned.)Thestudentmaynominateanotherpersontospeakontheirbehalf.Ifthestudentisunabletoraisethematterwiththepersonconcerned,theymaydiscussthematterwitharelevantstaffmember.

Inmostcasesthediscussionoftheconcernorcomplaintwithastaffmemberwillresolvethemattertothesatisfactionofbothparties.

Wherethisinformalapproachdoesnotleadtoanacceptableresolution,thestudentmaypursuetheformalprocessfortheresolutionofthematterasoutlinedbelow.



Formalapproach

6.2 Iftheinformalapproachdoesnotresolvethematter,thestudentmustputtheirgrievanceinwriting(‘thegrievance’)andmakeanappointmentwiththeGrievanceOfficer,withthepersonconcerned ifpossible, or alone to discuss the issue. The student may nominate another person to attend themeetingandtospeakontheirbehalf.

6.3 TheGrievanceOfficerwillreviewthegrievance.IftheGrievanceOfficerhasorperceivestheretobeaconflictorapotential conflictof interest in thehandlingof thegrievance, theGrievanceOfficerwillrefer thematter to another eligible andqualified staffmember appointedby theCEO. Typically theGrievanceOfficermay be a State Based Coordinator, Education Support Officer or Head of Faculty.Where thegrievance involves theCEO, theGrievanceOfficer shall beappointedby theChairof theIKON Institute of Australia’s Board ofGovernors. The studentwill be notified of the referral of themattertoanotherstaffmember.

6.4 Withinten(10)workingdaysfromthedatetheIKONInstituteofAustraliareceivedthegrievanceandsupporting information, the Grievance Officer will attempt to resolve it through investigation andconciliation,consultingwithrelevantstaffandstudents.

6.5 TheGrievanceOfficermaydeterminethatthegrievanceisfrivolousorvexatious,anddecidethatnoinquiryisnecessary.Thestudentmustbeadvisedinwritingofthisdecision.

6.6 TheGrievanceOfficermaycallameetingwiththerelevantpartiestofindaresolution. Themeetingwillbeheldwithinten(10)workingdaysoftheconclusionofthereviewandinvestigation.Whereaninvestigationorconciliationcannotbeconcludedwithin tenworkingdays, theGrievanceOfficerwillkeepthestudentinformedofthestatusofthematterandthereasonsforanydelay.

6.7 TheIKONInstituteofAustraliawillmaintainformalrecordsoftheactionstakenandnotifythestudentinwritingoftheoutcomeofthegrievanceprocess,givingreasonsforanydecision.

6.8 TheIKONInstituteofAustraliawillmaintainaregisterofformalcomplaintsandgrievancesandactionstakentoinformitscontinuousimprovementprocesses.

Appeals–GrievanceCommittee

6.9 Ifthestudentconsidersthatthegrievancehasnotbeenadequatelyresolvedattheconclusionoftheformalapproach,thestudentmayappealtotheGrievanceCommitteeforresolutionofthematter.

6.10 Thestudentmustsubmitawrittennoticeofappeal,citingthegroundsoftheappeal,totheSecretaryoftheGrievanceCommittee.ThenoticeofappealmustbelodgedwithandaddressedtotheSecretarywithinten(10)workingdaysofthedateofnotificationoftheoutcomeoftheformalapproachofthegrievanceprocess.

6.11 TheSecretaryoftheGrievanceCommitteeshallgivewrittennoticeofreceiptofthenoticeofappealwithinfive(5)workingdaysofitslodgement.

6.12 TheChairoftheGrievanceCommitteeshallconvenetheCommitteetoheartheappeal,ensuringthatmembersofthecommitteehavehadnopriorinvolvementinthegrievanceprocess.

6.13 TheGrievanceCommitteewillconductaninvestigationwithinten(10)workingdaysofitsnomination.TheGrievanceCommitteemayconsultwithanypersonrelevanttothematter.

6.14 TheGrievanceCommitteewillgiveanopportunitytothestudentandtothepersonagainstwhomthegrievance is made to appear before it to present their case. The student may nominate anotherpersontospeakontheirbehalf.

6.15 The Grievance Committee must make a finding within ten (10) working days of concluding itsinvestigation.TheGrievanceCommitteemay:

• Affirmthedecisionbeingappealed(inwholeorinpart)• Varythedecisionbeingappealed(inwholeorinpart)• Setasidethedecisionandmakeanotherdecisioninsubstitution.



6.16 The Secretary of theGrievance Committeewill confirm the decision of theGrievance Committee inwritingtothestudentwithinfive(5)workingdaysofthedecision,givingreasonsforthedecision.

6.17 ThedecisionoftheGrievanceCommitteeisfinalandisnotsubjecttofurtherreviewwithintheIKONInstituteofAustralia.

6.18 AnyrecommendationsmadebytheGrievanceCommitteeshallbeimplementedandadheredtobytheIKONInstituteofAustralia.

Externalappeal

IfthestudentisnotsatisfiedwiththedecisionoftheGrievanceCommittee,theymayfollowtheexternalappealprocess.TheIKONInstituteofAustraliaisamemberoftheResolutionInstitute,thisgroupprovidesindependentmediationanddeterminationservices.

ResolutionInstitute

ACN008651232

Level2,13-15BridgeStreet,

SydneyNSW2000

telephone029251336,

[email protected]

websitewww.resolution.institute

6.19 Mediation:

Thepartiesmustendeavourtosettleanydisputebymediation.Suchmediationistobeconductedbyamediatorwhoisindependenttotheparties.AsuitablemediatorwillbeappointedbytheChairofResolutionInstitute,ortheChair’sdesignatedrepresentative.

TheResolutionInstituteMediationRulesshallapplytothemediation.

(Availableonlineat:http://www.resolution.institute/documents/item/1897)

Itisaconditionprecedenttotherightofeitherpartytocommencedeterminationthatithasatfirstofferedtosubmitthedisputetomediation.

6.20 Determination:

Ifthedisputeordifferenceisnotsettledwithin30daysofreferraltomediation(unlesssuchperiodisexpandedbyagreementoftheparties),itshallbesubmittedtodeterminationinaccordancewith,andsubjectto,ResolutionInstituteExpertDeterminationRules.

(Availableonlineat:http://www.resolution.institute/documents/item/1845)

TheChairoftheResolutionInstituteortheChair’sdesignatedrepresentativewillappointtheExpert.

BoththecomplainantandtheIKONInstituteofAustraliawillberequestedtoprovidedocumentsinsupportoftheapplicationwithin14days,includingstudentfilesandrecords,totheResolutionInstitute,whowillthenforwardalldocumentstoanExpertfordetermination.

TheIKONInstituteofAustraliaagreestobeboundbytheExpertDeterminationandtheCEOwillensurethatanyrecommendationsmadeareimplementedwithin30daysofreceiptofthereportfromtheResolutionInstitute.



6.21 Alternativelyastudentmaycontacttheaccreditingauthority:

AustralianSkillsQualityAuthority(ASQA)

www.asqa.gov.au/complaints

phone1300701801

or

TertiaryEducationQualityStandardsAgency(TEQSA)

www.teqsa.gov.au/complaints

or

StudyAssist

www.studyassist.gov.au/sites/StudyAssit/

oroneofthefollowingagenciesforexternaloptionstoresolvecomplaints:

SOUTHAUSTRALIA

1) OfficeoftheTrainingAdvocateTelephone:Freecall1800006488Email–[email protected]

2) TheStateEqualOpportunityCommission(inrelationtodiscriminationandsexualharassment)Phone(08)82071977orFreecall1800188163

QUEENSLAND

1)DepartmentofJusticeandAttorney-GeneralTelephone:(07)32396277orFreecall:1800017288

2)Anti-DiscriminationCommissionQueenslandTelephone:1300130670

WESTERNAUSTRALIA

1) Citizen’sAdviceBureau/MediationServicesWATelephone:(08)92215711www.cabwa.com.au

2) CommissionforEqualOpportunityWATelephone:(08)92163900orFreecall:1800198149

VICTORIA

1)OfficeoftheTrainingAdvocate(SouthAustralia)Telephone:–Freecall1800006488 Email–[email protected]

2)VictorianEqualOpportunity&HumanRightsCommission

Telephone1300292153



NEWSOUTHWALES

1)TrainingServicesNSWNSWDepartmentofIndustry Telephone:-0293386600

2)Anti-DiscriminationBoardNSW

Telephone:-(02)92685544Tollfee:-1800670812(regionalNSWonly)

TASMANIA

1)SkillsTasmaniaTelephone:-(03)62334600 Email:[email protected]

2)EqualOpportunityTasmaniaTheOfficeoftheAnti-DiscriminationCommissioner

Telephone:-(03)61730207

7. Withdrawalofcomplaintsorgrievances

A student may withdraw a complaint or grievance at any stage by giving written notice to theGrievanceOfficerhandling thecomplaintorgrievance. Insuchacase, thematterwillbeconcludedanddeemedtoberesolved.

8. RecordofGrievances

The IKON Institute of Australia will keep confidential and accurate records of all grievances for aminimumoffive(5)years.Partiestothecomplaintorgrievancewillbegivenaccesstotheserecords.



Student Grievance

Discuss with person involved

NO

Formal Approach

YES

Written complaint to grievance officer

Conflict of interest?

Investigation

Appeal?

Grounds for Appeal? Appeal Denied

ENDYES

Student lodges appeal

Establish Grievance Committee

Student Grievance

Resolved? END

YES

NO

Refer to another member of staff

Frivolous? YES END

NO

Meeting of all parties to grievance

Student Satisfied?YES END

NO

NO END

NO



Student Satisfied?

NO

Student lodged external appeal

Supply evidence as required

END

Advised of decision

Written notice of grievance hearing to

student

Hearing (student right to present case)

Inform student of outcome

Record result

YES END



9. Publication

This policy is to be published for students in the relevant publications and on the IKON Institute ofAustraliawebsitetoensureprospectivestudentsandIKONInstituteofAustraliastaffhaveuptodateandaccurateinformation.

10.RelatedForms/Documents:StudentOrientationHandbook

11.RelatedPolicies:

Nil