Making a complaint or appeal
MCIE has a Complaints and Appeals policy and procedure to ensure students have clear guidance about making a complaint or appeal, and escalating these if necessary. Students can access the MCIE Complaints and Appeals policy and procedure online: https://www.mcie.edu.au/complaints-appeals-policy-domestic/.
We use the complaints and appeals policy as a tool to:
- manage and respond to allegations involving the conduct of MCIE staff and students
- manage requests for reviewing assessment decisions and appeals
- ensure staff and students are treated fairly during the complains and appeals process.
Step one: Local resolution
If you have a complaint, the first step is to attempt to resolve the complaint informally by speaking with the person the complaint is about. Students can also use the student support form on the MCIE website to provide feedback, or make a complaint or request at: https://www.mcie.edu.au/student-support-options/.
If the issue cannot be resolved this way, or if it isn’t appropriate to submit a complaint via the website, for example in cases of sexual harassment, the person with the complaint should consult, in confidence, with their trainer or the Student Welfare Coordinator.
The MCIE staff member will then:
- Discuss the details of the issue with the person making the complaint
- Discuss potential ways to resolve the issue
- Help obtain any necessary information
- Assist the person making the complaint to find a resolution
- The MCIE staff member may, in particular circumstances, refer the complaint to a more senior staff member to help determine whether an external agency should be involved.
Where it is not possible to resolve the complaint informally, the person making the complaint may seek the advice of the relevant Head of Department. The Head of Department may then make further steps to resolve the issue informally, or, with the agreement of everyone involved, call a meeting to resolve the issue.
At any stage of the informal resolution process, the person making the complaint may nominate another person to speak on their behalf or be present with them during resolutions.
Step two: Making a formal complaint
If the matter is still unresolved, the complaint can be formalised in writing by emailing it to email@example.com. You can also speak with the Student Welfare Coordinator directly.
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 they have received the complaint.
The 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.
Step three: Outcome
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 the complaint takes more than 60 calendar days to be resolved, the complainant will be advised in writing the reasons for the delay and regular written updates will be provided until a resolution is achieved.
Step four: Dissatisfaction with the resolution
In the event that the complainant is not satisfied with the outcome, they can appeal in writing to the Managing Director, using the firstname.lastname@example.org email address.
If they are not satisfied with the outcome of the internal complaints process, the person making the complaint can request mediation through the National Training Complaints Hotline. The direct phone number for the hotline is listed below:
National Training Complaints Hotline: 13 38 73
If the complaints and appeals process results in a decision, MCIE will immediately implement this decision, as well as any corrective or preventative action as appropriate.