The purpose of this Policy is to ensure students have a complaints and appeals process that includes access to an independent external body if necessary.

 

Policy Detail

The purpose of this Policy is to ensure international students have a complaints and appeals process that includes access to an independent external body if necessary. MCIE will make prompt decisions as a student’s visa will restrict his or her length of stay in Australia.

 

Procedure

Handling complaints involves:

  1. Seek Resolution with Relevant Parties

Any parties who have a complaint in the first instance are encouraged to approach the respondent with the object of informal resolution. However, it is recognised that this is not always appropriate, e.g. in cases of sexual harassment. If the complaint is not able to be resolved at this stage, the individual with the complaint can consult, in confidence, any one of the following persons

  • Trainer
  • Student Welfare Officer
  • Director of Studies
  • Managing Director

 

How MCIE staff will participate in complaint resolution

The staff member approached by the complainant will:

  • Discuss the details of the complaint or problem with the complainant
  • Discuss the options available for resolution
  • Help obtain any necessary information
  • Assist the complainant in dealing with the problem themselves if this seems appropriate and acceptable or
  • If the staff member believes he or she is not the most appropriate person to assist the complainant, they will refer and/or accompany the complainant to the Student Welfare Officer or the Managing Director if it considered that the involvement of an external agency is warranted

 

How MCIE staff will participate in complaint resolution

Where it has not been possible to resolve the complaint informally, the complainant(s), together with the person assisting, may seek the advice and assistance of the Student Welfare Officer. With the concurrence of the complainant(s), the Student Welfare Officer may take appropriate steps to resolve the matter informally or, with the concurrence of the complainant(s) and the respondent(s), the Student Welfare Officer may call together those persons involved in the complaint or who might assist in its resolution with the aim of solving the problem to the satisfaction of the complainant(s).

A nominee of the student’s choice may be included at any stage of informal resolution processes if the student so chooses.

 

Mitigating the Risk of Recurrence when the Complaint has been Resolved

At the point in time that a complaint is resolved, that is that the complainant is satisfied with and has agreed to the outcome: MCIE will undertake to determine the steps which lead to the complaint and to identify mitigating actions to be taken to prevent a recurrence of the issue.

 

The formal process for complaint resolution

  1. If the matter is unable to be resolved at this level, the complaint can be formalised in writing to the Student Welfare Officer. The complaint can be emailed to [email protected]. If the complaint is made verbally, the Student Welfare Officer must summarise the complaint in writing and have it signed off by the person making the complaint. The Student Welfare Officer will respond in writing within three working days acknowledging that he/she has received the complaint
  2. Student Welfare Officer will investigate the matter and the complainant will be given an opportunity attend an interview and to formally present his or her case which may include the respondent. A nominee of the student may be included at any stage of formal resolution processes if the student so chooses with the nominee, who is not a legal practitioner, being appointed by the student
  3. At the end of the hearing the outcome will be communicated in writing, including reasons for the decision, to all concerned parties. Under normal circumstances the complainant can expect an outcome within three working days, however if an outcome takes longer the complainant will be kept informed on the progress
  4. In the event that the complainant is not satisfied with the outcome, he/she can appeal in writing to the Managing Director, using the [email protected] email address
  5. If the complainant finds no satisfactory outcome with the internal MCIE Complaint and Appeals process, then they can seek mediation through the Australian Skills Quality Authority on:

 

ASQA info line on 1300 701 801

  1. If the internal or any external complaint handling or appeal process results in a decision that supports the complainant, MCIE will immediately implement any decision, and/or corrective and preventative action required

 

Other Appeals

 

Appeals Procedure

Refer to the following matrix for appeals that are not in relation to a complaint outcome:

 

Appeals Matrix

Assessment 1.     Approach the Trainer/Assessor and try to resolve the issue in an informal manner

2.     Appeal in writing to the Director of Studies

3.     If not satisfied with the outcome of the appeal, seek resolution via the external appeals channel

MCIE initiated Suspension or Cancellation of Enrolment

 

1.     Approach the Data & Quality Coordinator and try to resolve the issue in an informal manner

2.     Appeal in writing to the Managing Director within 20 days

3.     If not satisfied with the outcome of the appeal, seek resolution via the external appeals channel

Non Approval of Student initiated suspension of Enrolment

 

1.     Approach the Data & Quality Coordinator and try to resolve the issue in an informal manner

2.     Appeal in writing to the Managing Director

3.     If not satisfied with the outcome of the appeal, seek resolution via the external appeals channels

 

If the internal or any external appeals process results in a decision that supports the student, MCIE will immediately implement any decision, and/or corrective and preventative action required

 

Additional notes

  • All matters will be treated with utmost confidentiality, and professional respect at all times
  • The original written complaint/ appeal together with a copy of the acknowledgement and any responses or correspondence related to the complaint/appeal is retained in the student’s hard file record and the Complaints and Appeals file
  • The student’s enrolment is maintained and except in exceptional circumstances approved by DIBP the student is expected, and advised to continue attending classes, while the appeal is in progress
  • If a student appeal relating to MCIE reporting them to DIBP for breach of Visa conditions is dismissed by MCIE, irrespective of any further actions or appeals entered into by the student, the Institute will report the student to DIBP
  • This process will be at no cost to the student
  • MCIE will document the complaint and respond in writing

 

Responsibility

It is the Managing Director’s responsibility to provide a healthy and positive learning environment free from discrimination and harassment. In doing so, the Managing Director must ensure that all staff and students are aware of their rights and responsibilities. It is incumbent upon the Managing Director to act where unacceptable conduct is observed or brought to his attention.

 

References

Relevant ACTS and Regulations

04-3010 MCIE Feedback-Issue and Student Request Register 2014