The Student Complaint Policy is essential for Australian educational institutions to maintain compliance with regulatory requirements while providing clear guidelines for addressing student grievances. This document becomes necessary when establishing or updating complaint handling procedures, ensuring alignment with the Education Services for Overseas Students (ESOS) Act 2000, Higher Education Standards Framework, and other relevant legislation. The policy typically includes detailed procedures for both informal and formal complaint resolution, appeals processes, timeframes, and record-keeping requirements. It should be regularly reviewed and updated to reflect changes in legislation, institutional practices, and student needs. The policy is particularly crucial for institutions enrolling international students, as it must meet specific requirements under the National Code of Practice for Providers of Education and Training to Overseas Students 2018.
Student Complaint Policy Template for Australia
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Key Requirements PROMPT example:
Student Complaint Policy
"I need a Student Complaint Policy for our new online university launching in March 2025, with specific focus on handling digital learning complaints and virtual communication procedures for remote students."
1. Purpose and Scope: Outlines the policy's objectives and who it applies to, including different student categories and types of complaints covered
2. Definitions: Defines key terms used throughout the policy, including 'complaint', 'grievance', 'appeal', 'academic matters', and 'non-academic matters'
3. Policy Statement: States the institution's commitment to fair, transparent, and effective complaint resolution
4. Principles: Lists the guiding principles for complaint handling, including fairness, accessibility, responsiveness, and confidentiality
5. Types of Complaints: Categorizes different types of complaints (academic, non-academic, administrative) and their handling procedures
6. Complaint Resolution Process: Details the step-by-step process for filing and resolving complaints, including informal and formal stages
7. Appeals Process: Explains how students can appeal decisions, including internal and external appeal options
8. Rights and Responsibilities: Outlines the rights and responsibilities of all parties involved in the complaint process
9. Timeframes: Specifies response times and deadlines for each stage of the complaint process
10. Record Keeping: Details how complaint records will be maintained and stored
11. Policy Review: Specifies when and how the policy will be reviewed and updated
1. International Student Provisions: Additional provisions specific to international students, required if the institution enrolls international students
2. Online Learning Complaints: Specific procedures for handling complaints related to online or distance learning, needed if offering remote education
3. Special Circumstances: Procedures for handling complaints involving sensitive matters or requiring special consideration
4. Third Party Providers: Procedures for handling complaints about services delivered by third party providers, needed if using external service providers
5. Group Complaints: Procedures for handling complaints submitted by multiple students about the same issue
6. Emergency and Critical Incident Complaints: Special procedures for handling complaints during emergencies or critical incidents
1. Complaint Form Template: Standard form for students to submit formal complaints
2. Appeal Form Template: Standard form for students to submit appeals
3. Complaint Process Flowchart: Visual representation of the complaint handling process
4. Contact Information: List of relevant contacts and their roles in the complaint process
5. External Appeals Bodies: List of external organizations students can approach for appeals or additional assistance
6. Complaint Register Template: Template for recording and tracking complaints
7. Risk Assessment Matrix: Guide for assessing the severity and urgency of complaints
Authors
Relevant legal definitions
Clauses
Relevant Industries
Higher Education
Vocational Education and Training (VET)
Secondary Education
Primary Education
International Education
Private Education
Online Education
Professional Education
Adult Education
Relevant Teams
Academic Affairs
Student Services
International Office
Legal and Compliance
Quality Assurance
Student Support
Administration
Risk Management
Student Experience
Governance
Relevant Roles
Dean
Academic Director
Student Services Manager
Compliance Officer
Quality Assurance Manager
International Student Coordinator
Student Support Officer
Academic Administrator
Legal Counsel
Department Head
Course Coordinator
Student Welfare Officer
Complaints Manager
Appeals Officer
Risk Management Officer
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