The purpose of this Policy is to ensure that students have a complaints and appeals process that includes access to an independent external body if necessary.
This policy is a tool for MCIE to:
- Manage and respond to allegations involving the conduct of its students, trainers, assessors and all other staff.
- Manage requests for a review of decisions, including assessment decisions made by its assessors
- Ensure the principles of natural justice and procedural fairness have been adopted at every stage of the complaint and appeals process
Procedure Handling complaints involves:
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:
- Student Welfare Coordinator
- Director of Training Delivery
- Managing Director
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 Coordinator or the Managing Director if it considered that the involvement of an external agency is warranted 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 Coordinator.
With the concurrence of the complainant(s), the Student Welfare Coordinator may take appropriate steps to resolve the matter informally or, with the concurrence of the complainant(s) and the respondent(s), the Student Welfare Coordinator 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 may be included at any stage of informal resolution processes if the student so chooses with the nominee being appointed by the student.
If the matter is unable to be resolved at this level, the complaint can be formalised in writing to the Student Welfare Coordinator. The complaint can be emailed to email@example.com.
If the complaint is made verbally, the Student Welfare Coordinator must summarise the complaint in writing and have it signed off by the person making the complaint. The Student Welfare Coordinator will respond in writing within three working days acknowledging that he/she has received the complaint.
Student Welfare Coordinator 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.
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.
If any an instance, the complaint takes more than 60 calendar days to be resolved, the complainant or appellant will be advised in writing the reasons for the delay and regular written updates will be provided until a resolution is achieved.
In the event that the complainant is not satisfied with the outcome, he/she can appeal in writing to the Managing Director, using the firstname.lastname@example.org email address.
If the complainant finds no satisfactory outcome with the internal MCIE Complaint and Appeals process, then they can request mediation through the National Training Complaints Hotline. The direct phone number for the hotline is listed below:
National Training Complaints Hotline 133873
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.
The investigation may involve contacting the parties who were involved in making the decision and allowing them to respond in writing in relation to the appeal, alternatively a meeting may be arranged with all parties involved. The student will have the right to appoint an independent nominee to attend all discussions. At the end of the investigation the outcome will be communicated in writing, including reasons for the decision, to all concerned parties (within three working days). If the student disagrees with the outcome of the appeal, they can request mediation through the National Training Complaints Hotline.
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.
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 advised to continue attending classes, while the appeal is in progress. This process will be at no cost to the student.
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.
- Relevant ACTS and Regulations
- 04-3010 MCIE Feedback-Issue and Student Request Register 2014
- Management Meeting
- Continues Improvement Register