COMPLAINT & APPEAL POLICY AND PROCEDURES

Transcription

1 COMPLAINT & APPEAL POLICY AND PROCEDURES King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Annerley Rad Wllngabba Queensland 4102 Brisbane AUSTRALIA Phne: ; - admin@kimt.edu.au

2 TABLE OF CONTENTS Purpse:... 2 Plicy statement:... 2 Key Requirements- (Standard 10) Cmplaint and Appeal... 3 KIMT s cmplaints and appeals plicy:... 5 Scpe:... 5 Definitins:... 6 Cmplaint... 6 Appeal... 6 Outline f KIMT's internal and external cmplaints and appeals prcesses... 7 KIMT s cmplaints and appeals plicy, prcedures and prcess:... 9 PROCEDURES: Infrmal Prcess Frmal Prcess General Cmplaints Appeals Prcess Internal Appeals General appeals Assessment appeals Appealing KIMT s decisins f reprting breach f curse prgress r attendance requirements t Department f Educatin and Training and Department f Hme Affairs (DHA) Appealing suspensin r cancellatin f enrlment MEETING DAY APPEAL OUTCOME Recrd keeping External Appeals Implementatin References: Dcuments/Frms: Appendix: -1 Outcme f Appeal Apprved Appendix: -2 Outcme f Appeal Rejected APPENDIX: KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 1 f 22

3 Date ldged... 0 PURPOSE: The KIMT is cmmitted t prviding a fair, safe and prductive envirnment fr all students, Clients and Bth (Academic and Admin) Staff members, But Despite all the effrts f KIMT t prvide satisfactry services t its students, clients and Staff, cmplaints and appeals may ccasinally arise, requiring infrmal r frmal reslutin. In all instances, the KIMT will respnd t Cmplaint and Appeal in a way that cntributes t the KIMT supprtive and fair learning envirnment, and cnsistent with the principles f fairness, equal pprtunity, natural justice and t ensure that reslutins are reached in a timely manner. POLICY STATEMENT: KIMT endeavrs t create a psitive learning envirnment, free f cercin, unfair treatment r harassment. Any circumstance caused by KIMT, its trainers, assessrs r ther staff, a third party prviding services n KIMT s behalf (including, the third party rganizatin itself, their trainers, assessrs r ther staff), r anther learner f KIMT, which affects the well-being f a student, will be dealt with in a prfessinal manner in line with published prcedures. Students wh are dissatisfied with decisins made by the Cllege will be able t access the Cllege s internal and external appeals prcesses, which are handled with care, fairness, prfessinalism, bjectivity and independence. Shuld a student access KIMT s appeal prcess, the students enrlment will be maintained until the internal appeals prcess and if necessary, external appeals prcess has been cmpleted. Once the appeals prcess has been cmpleted, KIMT will undertake necessary actins depending n the utcme f the appeals prcess, within 10 wrking days f the prcess being finalised. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 2 f 22

4 KEY REQUIREMENTS- (STANDARD 10) COMPLAINT AND APPEAL 10.1 The registered prvider must have and implement a dcumented internal cmplaints handling and appeals prcess and plicy, and prvide the verseas student with cmprehensive, free and easily accessible infrmatin abut that prcess and plicy The registered prvider s internal cmplaints handling and appeals prcess must: Include a prcess fr the verseas student t ldge a frmal cmplaint r appeal if a matter cannt be reslved infrmally Include that the prvider will respnd t any cmplaint r appeal the verseas student makes regarding his r her dealings with the registered prvider, the registered prvider s educatin agents r any related party the registered prvider has an arrangement with t deliver the verseas student s curse r related services cmmence assessment f the cmplaint r appeal within 10 wrking days f it being made in accrdance with the registered prvider s cmplaints handling and appeals prcess and plicy, and finalise the utcme as sn as practicable Ensure the verseas student is given an pprtunity t frmally present hisr her case at minimal r n cst and be accmpanied and assisted by a supprt persn at any relevant meetings Cnduct the assessment f the cmplaint r appeal in a prfessinal, fair and transparent manner Ensure the verseas student is given a written statement f the utcme f the internal appeal, including detailed reasns fr the utcme Keep a written recrd f the cmplaint r appeal, including a statement f the utcme and reasns fr the utcme If the verseas student is nt successful in the registered prvider s internal cmplaints handling and appeals prcess, the registered prvider must advise the verseas student within 10 wrking days f cncluding the internal review f the verseas student s right t access an external cmplaints handling and appeals prcess at minimal r n cst. The registered prvider must give the verseas student the cntact details f the apprpriate cmplaints handling and external appeals bdy. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 3 f 22

5 10.4 If the internal r any external cmplaints handling r appeal prcess results in a decisin r recmmendatin in favur f the verseas student, the registered prvider must immediately implement the decisin r recmmendatin and/r take the preventive r crrective actin required by the decisin, and advise the verseas student f that actin. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 4 f 22

6 KIMT S COMPLAINTS AND APPEALS POLICY: a) ensure the principles f natural justice and prcedural fairness are adpted at every stage f the cmplaint and appeal prcess; b) are publicly available; c) set ut the prcedure fr making a cmplaint r requesting an appeal; d) ensure cmplaints and requests fr an appeal are acknwledged in writing and finalised as sn as practicable; and e) prvide fr review by an apprpriate party independent f KIMT and the cmplainant r appellant, at the request f the individual making the cmplaint r appeal, if the prcesses fail t reslve the cmplaint r appeal. KIMT will endeavur t identify ptential causes f cmplaints and appeals and takes apprpriate crrective actin t eliminate r mitigate the likelihd f recurrence. SCOPE: This plicy applies t cmplaints and appeals made by students enrlled at KIMT, abut any aspect f their experience with: KIMT, its trainers, assessrs r ther staff A third party prviding services n KIMT behalf (including the third party rganisatin itself, their trainers, assessrs r ther staff) Anther learner f KIMT Students can easily access infrmatin abut this plicy and prcess frm the Student Handbk available frm the KIMT website ( and frm the Campus Receptin at n cst. This plicy and prcess is als part f internatinal students Enrlment Acceptance Agreement. Staff will infrm students abut this plicy and prcess during the rientatin prcesses and als thrughut their study at KIMT. All staff are made aware f the requirements f this plicy thrugh cmpulsry staff inductin, regular meetings, and cntinuus imprvement practices. Staff can access this plicy and prcedures frm the KIMT website (( KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 5 f 22

7 DEFINITIONS: COMPLAINT Cmplaint: An expressin f displeasure made t KIMT by a student, related t KIMT s services, trainers, assessrs r ther staff, educatin agents, a third party prviding services n KIMT behalf, anther student f KIMT r the cmplaints handling prcess itself where a respnse r reslutin is explicitly r implicitly expected. Examples f cmplaints include, but are nt limited t: Unfair treatment State f classrm facilities, equipment r resurces Time taken t receive feedback n academic results Time taken t access any service prvided Any interactin A persn ldging the cmplaint is referred as Cmplainant. APPEAL Appeal: A written request by the student fr a review f a decisin made by KIMT r a third party prviding services n KIMT behalf. Examples f appeals include, but are nt limited t: An assessment decisin KIMT intentin t reprt a student fr nn-cmpliance f a visa cnditin KIMT decisin t nt prvide a student refund KIMT decisin t nt apprve a transfer request KIMT decisin t nt accept an enrlment KIMT decisin t nt apprve a suspensin f studies, deferment r cancellatin request. A persn ldging the appeal is referred as Appellant. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 6 f 22

8 OUTLINE OF KIMT'S INTERNAL AND EXTERNAL COMPLAINTS AND APPEALS PROCESSES KIMT manages and respnds t allegatins invlving the cnduct f KIMT, its trainers, assessrs, r ther staff, and a student f KIMT. KIMT respnds t any cmplaint r appeal the students make regarding their dealings with the KIMT and the KIMT s educatin agents. KIMT des nt use r have any arrangement with any third party t prvide service n its behalf. Students can request (appeal) fr a review f decisins, including assessment decisins, made by KIMT. Students can discuss their issues infrmally with any member f the KIMT Student Supprt Team. KIMT staff will endeavur t reslve any disputes, infrmal/frmal cmplaints r appeals raised regarding students dealing with KIMT r the KIMT s educatin agents amicably and at an early stage. Students can access KIMT s cmplaint and appeal prcess t ldge a frmal cmplaint r appeal if a matter cannt be reslved infrmally. Students unsatisfied with the infrmal prcess can ldge a frmal cmplaint r appeal internally using the KIMT s Cmplaints and Appeals Frm. Students can access Cmplaints and Appeals Frm frm the KIMT campus receptin. Student can easily access free and cmprehensive infrmatin abut KIMT s Cmplaints and Appeals plicy, prcedures, prcesses and frms frm the KIMT website (( at any time. Students shuld cmplete Cmplaints and Appeals Frm, and attach all the supprting dcuments and infrmatin the students have t supprt their cmplaint r appeal. Student must submit the filled in frm t Student Supprt Officer in persn at the KIMT Campus Receptin. There is n charge fr KIMT students t ldge a frmal cmplaint r appeal internally. Once the cmpleted KIMT Cmplaints and Appeals Frm is received by KIMT, Directr f Studies r a delegate will send a written acknwledgement t the cmplainant/ appellant within as sn as practicable frm the receipt f the cmpleted frm. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 7 f 22

9 KIMT staff will cmmence assessment f all frmal cmplaints r appeals within 10 wrking days f it being made in accrdance with the KIMT s cmplaints handling and appeals prcess and plicy, and finalise the utcme as sn as practicable. KIMT staff will recrd, acknwledge, and deal with cmplaints and appeal in a fair and effective manner. KIMT staff will cnduct the assessment f the cmplaint r appeal in a prfessinal, fair and transparent manner. Cmplainant r appellant will nt be discriminated r victimised. KIMT staff will prvide students an pprtunity t frmally present their case at n cst. KIMT students can be accmpanied and assisted by a supprt persn (e.g., a family member, r a friend wh is nt currently an KIMT student) at any relevant meetings. KIMT staff will ntify prviding students a written statement f the utcme f the internal cmplaint r appeal, including detailed reasns fr the utcme as sn as practicable. Student nt satisfied with the internal cmplaint reslutin prcess r the utcme can access KIMT s internal appeals prcess within 20 wrking days frm the ntificatin date. KIMT staff will keep a written and/r electrnic recrd f the cmplaint r appeal, including a statement f the utcme and reasns fr the utcme, accrding t KIMT Recrd Management Plicy and. Written recrd f the cmplaint r appeal and further actin required will be maintained in the KIMT Cmplaints and Appeals Lgbk. Where KIMT cnsiders mre than 60 calendar days are required t prcess and finalise the cmplaint r appeal, KIMT Staff will: infrm the cmplainant r appellant in writing, including reasns why mre than 60 calendar days are required; and Regularly update the cmplainant r appellant n the prgress f the matter. If a student is nt satisfied with the utcme f the KIMT s internal cmplaints handling and appeals prcess, KIMT staff will advise the student within 10 wrking days f cncluding the internal review f the student s right t access an external cmplaints handling and appeals prcess at minimal r n cst t the student. KIMT staff will prvide the students with the cntact details f the apprpriate external cmplaints handling and external appeals bdy. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 8 f 22

10 If the internal r any external cmplaints handling r appeal prcess results in a decisin r recmmendatin in favur f the student, KIMT must immediately implement the decisin r recmmendatin and/r take the preventive r crrective actin required by the decisin, and advise the students f that actin. KIMT S COMPLAINTS AND APPEALS POLICY, PROCEDURES AND PROCESS: ensures the principles f natural justice and prcedural fairness are adpted at every stage f the cmplaint and appeal prcess are publicly available set ut the prcedure fr making a cmplaint r requesting an appeal ensures cmplaints and requests fr an appeal are acknwledged in writing and finalised as sn as practicable prvide fr review by an apprpriate party independent f KIMT and the cmplainant r appellant, at the request f the individual making the cmplaint r appeal, if the prcesses fail t reslve the cmplaint r appeal. KIMT will identify ptential causes f cmplaints and appeals and take apprpriate crrective actin t eliminate r mitigate the likelihd f recurrence. KIMT will securely maintain recrds f all cmplaints and appeals and their utcmes. KIMT s cmplaints and appeals plicy des nt inhibit students rights t pursue ther legal remedies at any pint during r after the implementatin f prcedure. This written agreement, and the right t make cmplaints and seek appeals f decisins and actin under varius prcesses, des nt affect the rights f the student t take actin under the Australian Cnsumer Law if the Australian Cnsumer Law applies. Standard 3:-Frmalisatin f enrlment and written agreements KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 9 f 22

11 PROCEDURES: 1. INFORMAL PROCESS Where pssible all nn-frmal attempts shall be made t reslve the cmplaints. This may include advice, discussins, and general mediatin in relatin t the issue and the students cmplaint. Any staff can be invlved in this infrmal prcess t reslve issues hwever student supprt team is the preferred cntact fr students. Matters dealt infrmally will nt be dcumented unless the KIMT staff determines that the matter is relevant t wider peratin. 2. FORMAL PROCESS Students wh are nt satisfied with the utcme f infrmal handling f their cmplaints may use the frmal apprach by using the KIMT s Cmplaints and Appeals Frm. This frm can be accessed frm the student display/ntice bard, campus receptin r via KIMT s website ( 2.1 GENERAL COMPLAINTS All cmplaints shuld be submitted t Student Administratin. Student Supprt Officer at the KIMT Campus Receptin will deal with the cmplaints in the first instance and will ensure that all the fields f the KIMT s Cmplaints and Appeals Frm are prperly filled by the cmplainant. This include the fllwing infrmatin: Submissin date Name f Cmplainant Detailed descriptin f Cmplaint Attachments (if applicable); Once the cmpleted frm is received, receptin staff will frward the frm t the Directr f Studies wh shall then refer the matter t the apprpriate staff depending n the nature f the KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 10 f 22

12 cmplaint, and ensure that the reslutin prcess begins within 10 wrking days frm the date f receipt f the cmpleted KIMT s Cmplaints & Appeals Frm. KIMT will endeavur t cnclude the prcess within the reasnable timeframe. The Directr f Studies will send a written acknwledgement t the cmplainant as sn as practicable after receipt f cmpleted frm, and cntact the cmplainant t arrange the date, place and time fr the meeting with all parties invlved in the matter allwing them t frmally present their case, and attempt t seek reslutin. On the meeting day, if the cmplainant has further supprting dcuments ther than thse supplied with the Cmplaints and Appeals Frm, the cmplainant shuld bring thse t the meeting. The cmplainants are welcmed and encuraged t bring a supprt persn with them t this meeting, r any ther related meetings. The Directr f Studies will cnduct the meeting with cmplainant. Where pssible, KIMT will als appint staff independent t the reasn fr the cmplaint t participate at the meeting. After meeting cmplainant, KIMT will investigate and the Directr f Studies shall then infrm the Cmplainant f any decisins r utcmes cncluded in writing and the reasns fr the utcme at its earliest. Cpies f all dcumentatin, utcmes and further actin required will be placed int the Cmplaint & Appeal File and the Cmplaint and Appeal Lg Bk. If the utcme des nt favur the cmplainant, the ntificatin letter f the utcme shall als state the students right t access KIMT s internal appeals prcess if cmplainant is nt satisfied with the utcme f their cmplaint. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 11 f 22

13 3. APPEALS PROCESS 3.1 INTERNAL APPEALS All students have the right t appeal decisins made by KIMT. Appeals may arise f many surces including decisins made n: Assessments Ntificatin f breach f curse prgress and/r attendance requirements Suspensin r Cancellatin (including cancellatin due t nn-payment f tuitin fees) decisins made by KIMT in relatin t the student s enrlment Or any ther cnclusin that is made after a cmplaint has been dealt by the KIMT in the first instance. T activate the appeals prcess the student is required t cmplete the KIMT s Cmplaints and Appeals Frm and submit t Student Administratin in persn. The Student Supprt Officer at the KIMT Campus Receptin will deal with the appeals in the first instance and will ensure that all the fields f the KIMT s Cmplaints and Appeals Frm are prperly filled by the appellant. This includes the fllwing infrmatin: Submissin date Name f Appellant Detailed descriptin f Appeal Attachments (if applicable); Students are required t clearly explain the reasn fr appealing a decisin in the frm and attach any relevant supprting dcuments. Assistance with this prcess can be gained frm the KIMT Student Supprt Staff at all times during wrking hurs. Once the cmpleted frm is received, receptin staff will frward the frm t the Directr f Studies wh shall then refer the matter t the apprpriate staff depending n the type f the appeal, and ensure that the reslutin prcess begins within 10 wrking days frm the date f receipt f the cmpleted frm. KIMT will endeavur t cnclude the prcess within the reasnable timeframe. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 12 f 22

14 The Directr f Studies will send a written acknwledgement t the appellant as sn as practicable after the receipt f cmpleted frm, and cntact the appellant t arrange the date, place and time fr the meeting with all parties invlved in the matter allwing them t frmally present their case, and attempt t seek reslutin. Where an appeal has been ldged, it will be defined int ne f the fllwing categries (General Appeals, Assessment Appeals, Appealing KIMT s decisin) belw and the apprpriate prcedures fllwed: GENERAL APPEALS Where a student has appealed a decisin r utcme f a frmal cmplaint, the student is required t ntify the KIMT in writing using the KIMT s Cmplaints and Appeals Frm within 20 wrking days frm the KIMT s decisin ntificatin date. Any supprting dcumentatin shuld als be submitted with the frm ASSESSMENT APPEALS Where a student wishes t appeal an assessment utcme they are required t ntify their assessr in the first instance. Where apprpriate the assessr may decide t re-assess the student t ensure a fair and equitable decisin is gained. The assessr shall cmplete a written reprt regarding the re-assessment utlining the reasns why assessment was r was nt granted. If this is still nt t the students satisfactin the students shall frmally ldge an appeal by submitting the KIMT s Cmplaints and Appeals Frm utlining their reasns fr the appeal thrugh. Student Administratin will create a Cmplaint r Appeal file registering each dcument received. The Appeal/Cmplaint File will be frwarded t the the Directr f Studies wh will seek details frm the assessr invlved and any ther relevant parties and make apprpriate ntes in bth the Cmplaints and Appeals lgbk. A decisin shall be made regarding the appeal either indicating the riginal assessment decisin stands r details f a pssible re-assessment by anther assessr appinted by the KIMT. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 13 f 22

15 3.1.3 APPEALING KIMT S DECISIONS OF REPORTING BREACH OF COURSE PROGRESS OR ATTENDANCE REQUIREMENTS TO DEPARTMENT OF EDUCATION AND TRAINING AND DEPARTMENT OF HOME AFFAIRS (DHA) Where a student wishes t appeal the KIMT s decisin f reprting the student t Department f Educatin and Training (DET) and Department f Hme Affairs (DHA) via PRISMS fr a breach f academic r attendance requirements, the students shall ldge their appeal by submitting the KIMT s Cmplaints and Appeals Frm utlining the details r reasns supprting their appeal at the KIMT campus receptin within 20 wrking days frm the KIMT s decisin ntificatin date. The student shuld have extenuating circumstances as t why they have breached the requirements and must be able t prvide evidence f these circumstances The Directr f Studies shall be ntified and shall seek details regarding the initial dcumentatin f the breach and shall make a decisin based n the grunds f the appeal. All details pertaining t the appeal prcess shuld be updated int the KIMT Cmplaints and Appeals Lgbk. Where a student has decided t access the appeals prcess in relatin t a breach f curse prgress r attendance requirements, KIMT staff must nt reprt unsatisfactry curse prgress r unsatisfactry curse attendance in PRISMS until: the internal and external cmplaints prcesses have been cmpleted and the decisin r recmmendatin supprts the registered prvider, r the student has chsen nt t access the internal cmplaints and appeals prcess within the 20 wrking day perid, r the student has chsen nt t access the external cmplaints and appeals prcess, r The student withdraws frm the internal r external appeals prcesses by ntifying the registered prvider in writing. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 14 f 22

16 3.1.4 APPEALING SUSPENSION OR CANCELLATION OF ENROLMENT Where a student wishes t appeal a suspensin r cancellatin f the student s enrlment (including cancellatin due t nn-payment f tuitin fees) initiated by KIMT, the students are required t ldge the KIMT s Cmplaints and Appeals Frm utlining the details f their appeal within 20 wrking days frm the KIMT s decisin ntificatin date. The students shuld have extenuating circumstances as t why the decisin shuld be reviewed and any supprting dcumentatin supprting their appeal which is submitted thrugh. Student Administratin. Student Administratin will create a Cmplaint r Appeal file with a register f activity secured n the inside frnt cver registering each dcument received. The Appeal/Cmplaint File will be frwarded t the Directr f Studies wh will seek details regarding the initial dcumentatin f the decisin and shall make a decisin based n the grunds f the appeal. Where a student has decided t access the appeals prcess, the suspensin r cancellatin f the enrlment with nt take effect and KIMT will nt reprt the change t the student's enrlment in PRISMS until the internal appeals prcess is cmpleted. The student enrlment will be maintained until the internal appeals prcess has been cmpleted unless the verseas students health r wellbeing, r the wellbeing f thers, is likely t be at risk. MEETING DAY The Directr f Studies will cnduct the meeting with appellant and may request anther staff member t be present in the meeting r participate in the decisin making prcess. On the meeting day, if the appellant has further supprting dcuments ther than thse supplied with the Cmplaints and Appeals Frm, appellant shuld bring thse t the meeting. The appellant is welcmed and encuraged t bring a supprt persn with them t this meeting, r any ther related meetings. Minutes f the Meeting are t be recrded. Cpies f any additinal dcumentatin, Meeting Minutes recrding utcmes and further actin required will be placed int the Cmplaint and Appeal Lgbk Register. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 15 f 22

17 APPEAL OUTCOME Appellant will be infrmed f the appeal utcme in a written statement, including reasns fr the utcme within 10 wrking days after the meeting. Where a decisin r utcme is in favur f the student, the KIMT will immediately implement the decisin. 3.2 RECORD KEEPING Details f the cmplaint and appeal will be entered int the KIMT Cmplaints and Appeals Lgbk by the student supprt staff which is mnitred by the Directr f Studies regularly. The infrmatin t be cntained and updated within the register is as fllws: Submissin date f cmplaint Name f Cmplainant and Appellant Descriptin f Cmplaint and Appeal Determined Reslutin; and Date f Reslutin Cpies f all dcumentatin, utcmes and further actin required will be placed int the KIMT Cmplaints and Appeals Lgbk and a cpy is kept in student s file accrding t KIMT Recrd Keeping Plicy and where frmal apprach is instituted. 3.3 EXTERNAL APPEALS If the student is nt successful in the KIMT s internal cmplaints handling and appeals prcess, KIMT staff must advise the verseas student within 10 wrking days f cncluding the internal review f the verseas student s right t access an external cmplaints handling and appeals prcess at minimal r n cst. The cntact details f the apprpriate cmplaints handling and external appeals bdies are as fllws: KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 16 f 22

18 Natinal Training Cmplaints Htline The Natinal Training Cmplaints Htline is a jint initiative between the Cmmnwealth, state and territry gvernments. Anyne with a cmplaint r query abut the training sectr nw has ne number t call, s they can reprt a cmplaint and have it referred t the right authrity fr cnsideratin. Hw t make a cmplaint Cnsumers can register a cmplaint with the Natinal Training Cmplaints Htline by: Phne: (please select ptin 4). OR The Overseas Student Ombudsman (OSO) Fr Internatinal Students Only OSO is a specialist rle f the Cmmnwealth Ombudsman. Phne: (Calls frm mbile phnes at mbile phne rates) Internatinal: Cmplaints: Online Cmplaint Frm ( Pst: Cmmnwealth Ombudsman, GPO Bx 442, Canberra ACT 2601 Brisbane (By Appintment Only) Level 22,215 Adelaide Street. Brisbane QLD 4000 Visit r phne fr mre infrmatin. If the internal r any external cmplaints handling r appeal prcess results in a decisin r recmmendatin in favur f the verseas student, KIMT staff must immediately implement the decisin r recmmendatin and/r take the preventive r crrective actin required by the decisin, and advise the student f that actin. 4. IMPLEMENTATION Where a decisin r utcme is in favur f the student, the KIMT will immediately implement the decisin. KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 17 f 22

19 REFERENCES: This plicy/prcedure supprts: Educatin Services fr Overseas Students Act (2000), Natinal Cde f Practice fr Prviders f Educatin and Training t Overseas Students 2018, Standard 10: Cmplaints and Appeals Natinal Vcatinal Educatin and Training Regulatr Act (2011), Standards fr Registered Training Organisatins (RTOs) 2015, Standard 6. Cmplaints and appeals are recrded, acknwledged and dealt with fairly, efficiently and effectively. DOCUMENTS/FORMS: 1. Cmplaints and Appeals Frm 2. Cmplaints and Appeals Lgbk 3. Cmplaint and Appeal Outcme Letter KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 18 f 22

20 APPENDIX: -1 OUTCOME OF APPEAL APPROVED Subject: - Outcme f Appeal Apprved Dear {First Name} {Student N} This letter is in respnse t yur Appeal against KIMT s Intentin t Reprt fr nt meeting attendance requirements. The Appeal was held and heard by KIMT delegate. The hearing was held in accrdance with the KIMT s [*Cmplaints and Appeals Plicy]. Yu were invited t bring a cmpanin, i.e. friend r a representative. I am nw writing t yu t infrm yu f the decisin taken by KIMT. KIMT having carefully cnsidered yur appeal and taken int accunt yur representatins, has decided: T uphld yur appeal. This decisin has been taken because <specify reasns why appeal has been successful>. Yu must cntinue t maintain yur enrlment and attend scheduled classes as per yur timetable. S it s in yur best interest t attend yur classes as per scheduled timetable and sign the attendance sheets accrdingly. If yu have any further enquiries, please feel free t cntact us. Yurs sincerely Student Supprt Team KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 19 f 22

21 APPENDIX: -2 OUTCOME OF APPEAL REJECTED Subject: - Outcme f Appeal Rejected Dear {First Name} {Student N} This letter is in respnse t yur Appeal against KIMT s Intentin t Reprt fr nt meeting attendance requirements. The Appeal meeting was held and the Appeal was heard by KIMT delegate. The hearing was held in accrdance with the KIMT s [*Cmplaints and Appeals Plicy]. Yu were invited t bring a cmpanin, i.e. friend r a representative. I am nw writing t yu t infrm yu f the decisin taken by KIMT. KIMT having carefully cnsidered yur appeal and taken int accunt yur representatins, has decided: That the decisin made by KIMT was apprpriate and s we d nt uphld yur appeal. This decisin has been taken because n cmpassinate and cmpelling circumstances were established fr nn-attendance/unsatisfactry attendance. Having nw exercised yur right t appeal under KIMT s [*Cmplaints and Appeals Plicy], this decisin is made but if yu think that the decisin made by KIMT is nt apprpriate then yu have the right t access an external cmplaints handling and appeals prcess at minimal r n cst. The cntact details f the apprpriate cmplaints handling and external appeals bdies are as fllws: The Overseas Student Ombudsman (OSO) Fr Internatinal Students Phne: (Calls frm mbile phnes at mbile phne rates) Internatinal: KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 20 f 22

22 Cmplaints: Online Cmplaint Frm Pst: Cmmnwealth Ombudsman, GPO Bx 442, Canberra ACT 2601 Brisbane (By Appintment Only) Level 22,215 Adelaide Street. Brisbane QLD 4000 Visit r phne fr mre infrmatin. If the external cmplaints handling r appeal prcess results in a decisin r recmmendatin in favrs f the yu (verseas student), KIMT staff must immediately implement the decisin r recmmendatin and/r take the preventive r crrective actin required by the decisin, and advise the student (Yu) f that actin. The decisin f this independent mediatr is final and any further actin the student wishes t take is utside the KIMT s plicies and prcedures. The students need t seek advice frm Immigratin n the ptential impact f their student visa. Where a decisin r utcme is in favur f the student, the KIMT will immediately implement the decisin. KIMT s cmplaints and appeals plicy des nt inhibit student s rights t pursue ther legal remedies at any pint during r after the implementatin f prcedure. S until, yur external cmplaint handling r appeal prcess finalise; yu must cntinue t maintain yur enrlment and attend scheduled classes as per yur timetable. S it s in yur best interest t attend yur classes as per scheduled timetable and sign the attendance sheets accrdingly. Yur Sincerely KIMT Student Supprt Team KIMT: Versin 2.0 King s institute f Management and Technlgy Pty Ltd (KIMT), CRICOS-03105M, TOID Page Sequence: Page 21 f 22

23 APPENDIX: - 3 Cmplaints and Appeals Lgbk/Register Date ldged Cmplainant and Appellant s name Type (e.g. General Cmplaint and General Appeal / Assessment Appeal / Appealing against KIMT s decisin ) Descriptin f cmplaint and appeal Staff member managing cmplaint and appeal Outcme and Date cmplaints and appeals reslved Status (Pending / Reslved / External Appeals Initiated) Cmments This plicy dcument may be varied, withdrawn r replaced at any time. Printed cpies, r part theref, are regarded as uncntrlled and shuld nt be relied upn as the current versin. It is the respnsibility f the individual reading this dcument t always refer t RTO Plicies and Prcedure Library database fr the latest versin.