Empowering Education for All
Grievance and Appeal Process
The steps for managing formal grievances are outlined in the Grievance and Appeals Process. This process includes all stages, from the initial complaint submission through to external appeal, and the timeframes for resolution at each stage.
Appendix 1: Grievance and Appeals Process
Lodge a Complaint
Submit complaint in writing via the Student Grievance and Appeal Form, available on the Institute website
Informal Resolution
Attempt informal resolution (Aim within 10 working days; extensions communicated if required)
Formal Complaint
Submit formal complaint if unresolved
Acknowledgement within 5 working days (Outcome within 20 working days of lodgement)
Internal Appeal
Submit appeal if dissatisfied with outcome
Acknowledgement within 5 working days (Outcome within 20 working days of lodgement)
External Appeal
Seek external review through Resolution Institute (Domestic) or National Student Ombudsman (International). TEQSA complaints may also be lodged where applicable.
Resolved?
Timeframes determined by external agency; TEQSA complaints may also be lodged where applicable
Resolved?
Resolved?
Final Decision
All stages documented and communicated with student.
External Appeal Pathways
If a student is not satisfied with the outcome of the Institute’s internal complaints or appeals process, they may access an external, independent review body.
Domestic students may be referred to, or independently access, an external dispute resolution process through the Resolution Institute’s Student Mediation Scheme.
International students may lodge an external complaint or appeal with the National Student Ombudsman (NSO), which provides a free and independent service for higher education students in Australia.
The Institute does not charge students for accessing its internal complaints and appeals processes, and a student’s enrolment will be maintained during the internal grievance process and, where required by regulation, while an external appeal is in progress.
The contact details are as follows:
National Student Ombudsman (Australia)
Phone: 1300 395 775
Office Hours: 10:00 AM to 4:00 PM, Monday to Friday (except Wednesday, 10:00 AM to 2:00 PM)
Online Form:
https://forms.ombudsman.gov.au/prod?entitytype=Approach&layoutcode=ApproachWebForm
Website: https://www.nso.gov.au/