Complaints Procedure AWS
Complaints Procedure Document Name:
Complaints Procedure
Document Reference:
PR7.1
Document Version:
1
Responsible Officer:
General Manager, Student Services and Systems
Functional Owner:
Team Leader, Student Support
QCI Owner:
Compliance Officer
Date Approved by EMT:
9 November 2012
Date Approved by GM:
9 November 2012
Endorsed by ETAB:
16 November 2012
Date Effective:
1 December 2012
Review Date:
1 December 2013
Notes:
This Procedure replaces the Grievance Policy (Version: 1 Effective: 20111004)
Scope:
Course Type
All
RTOs:
Open Colleges Pty Ltd Integrated Care and Management Training Pty Ltd College of Fashion Design Pty Ltd
Partner RTOs
Yes
Communicated to Staff
20 November 2012
How: Firefly
Communicated to Trainers
20 November 2012
How: OpenSpace
Communicated to Students
20 November 2012
How: OpenSpace
Updated in Student Lounge
20 November 2012
Updated in Trainer Lounge
20 October 2012
Updated in Student Handbook
Yes, to be included in new Student Handbook
Updated in Trainer Handbook
Yes, to be included in new TA Handbook
Please refer to the:
PO5: Assessment Policy PR5.1: Assessment Procedures Glossary of Terms.
PR7.1 Complaints Procedures
Page 1
1. Student Feedback Open Colleges seeks feedback from students through the completion of: a. Student Evaluation of Unit and Trainer (SEUT); b. Quality Indicator Surveys; and c. Annual Student Survey. Student feedback is an essential input into Open Colleges’ approach to quality and continuous improvement. The Continuous Improvement Policy (PO12) outlines how Open Colleges’ uses various feedback mechanisms to inform the improvement of its operations. By systematically and expeditiously responding to student feedback, Open Colleges hopes to address student issues before they escalate into Complaints.
2. Informal Complaints Lodging Informal Complaints Where a student believes that their learning experience with Open Colleges significantly fails to meet their expectations, they are encouraged to raise their concerns with the Student Support Team on 1300 650 011 or by email at [email protected] or through OpenSpace. In such cases, the concern or issue will be treated as an Informal Complaint. Addressing Informal Complaints On receiving an Informal Complaint, the Student Support Officer will: a. b. c. d. e.
Discuss the Informal Complaint with the student by phone; Log the student’s concern or issue as a Case in Firefly; Obtain any additional information regarding the concern or issue; Provide the student with their Case Number; and Refer the Informal Complaint to the Team Leader, Student Support.
The Team Leader, Student Support will: a. b. c. d.
Investigate the student’s concern or issue; Consult with other Open Colleges staff or Trainer & Assessors (if required); Propose a resolution to the student by phone and in writing, by email; and Record the outcome of the Informal Complaint in Firefly.
Where an Informal Complaint is upheld, the Team Leader, Student Support will log any required improvements on the Continuous Improvement Register. Where an Informal Complaint refers to concerns or issues with the Student Support Team, the Informal Complaint will be referred by the Student Support Officer to the Manager, Quality and Continuous Improvement (or their delegate) for investigation. Timeframe for Addressing Informal Complaints The Team Leader, Student Support will endeavour to resolve the Informal Complaint within five (5) business days. Reporting Informal Complaints The Team Leader, Student Support will report on Informal Complaints on a monthly basis to the Quality and Continuous Improvement Committee (see Academic Governance Policy PO13). The Quality and Continuous Improvement Committee will: PR7.1 Complaints Procedures
Page 2
a. b. c. d.
Review any trends emerging from the Informal Complaints; Log any improvements emerging from their review of the Informal Complaints; Undertake a review of a sample of the proposed resolutions; Provide feedback to the Education Management Team: I. Resolution process and outcome of the Informal Complaints reviewed; and II. Any trends emerging from the review of Informal Complaints.
The Chair of the Quality and Continuous Improvement Committee will report to the Education and Training Advisory Board at each meeting of the Advisory Board on any trends emerging from Informal Complaints. Cost of Informal Complaints There is no cost to the student for submitting an Informal Complaint. Vexatious Informal Complaints Where a student is deemed by the Team Leader, Student Support to have submitted a vexatious Informal Complaint or multiple unfounded Informal Complaints, the Team Leader, Student Support may refer the students behaviour to the Appeals and Complaints Committee as a potential breach of the Student Code of Conduct. In such cases, the Student Code of Conduct Procedure (PR5.4) will apply.
3. Formal Complaints Lodging Formal Complaints Where a student is unsatisfied by the resolution of an Informal Complaint, they may submit a Formal Complaint. To submit a Formal Complaint students will need to complete the Complaint Form (FR7.1), which is available on the Open Colleges website and OpenSpace, and submit it by email to the Student Support Team by email at [email protected]. The Team Leader, Student Support will: a. Log the Formal Complaint as a Case in Firefly; and b. Refer the Formal Complaint and any background information (including any Informal Complaints) to the Manager, Quality and Continuous Improvement (or their delegate). Authorised Representatives Where Open Colleges receives correspondence from a third-party with authority to represent the student in respect of a Complaint, such correspondence will be treated as a Formal Complaint and this procedure will apply. Investigating Formal Complaints Formal Complaints will be investigated by the Manager, Quality and Continuous Improvement (or their delegate). The Manager, Quality and Continuous Improvement is independent of both the Faculties and Student Support Team and will review the Formal Complaint in accordance with the principles outlined in the Complaints Policy. In the event the Formal Complaint involves any member of the Quality and Continuous Improvement Division, the Formal Complaint will be referred to the General Manager, Education and Training for investigation. The Manager, Quality and Continuous Improvement (or their delegate) will:
PR7.1 Complaints Procedures
Page 3
a. Interview the student, or their authorised representative, to obtain the background to the Formal Complaint; b. Review the documentation and decision of the Informal Complaint; c. Undertake an independent investigation, which may involve interviews with other students, staff or Trainers and Assessors, into the allegations made by the student in the Formal Complaint; and d. Present the findings of their investigation to the Appeals and Complaints Committee, including any recommended action. Investigation Timeframes The Manager, Quality and Continuous Improvement will seek to complete the investigation of the Formal Complaint within 10 business days of receiving the Formal Complaint Form (FR7.1). Appeals and Complaints Committee Process and Decisions The Appeals and Complaints Committee will consider the evidence and the proposed action from the Manager, Quality and Continuous Improvement (or their delegate). The Committee may, at its absolute discretion: a) Dismiss the Formal Complaint; b) Uphold the Formal Complaint or part thereof; or c) Require the student to submit additional evidence. Where the Committee upholds a Formal Complaint, or part of a Formal Complaint, it will: a) Determine what, if any, action or compensation should be provided by Open Colleges to the student; b) Determine what corrective action is required by Open Colleges; c) Determine whether the Complaint constitutes a performance issue for an individual within Open Colleges; d) Determine whether training or professional development is required within Open Colleges to address the issue; and e) Undertake further investigations to ascertain whether the Formal Complaint is isolated or part of a broader systemic issue. The Chair of the Appeals and Complaints Committee will advise the student in writing of the Committee’s decision together with the proposed corrective action to be taken by Open Colleges (where the Formal Complaint is upheld). The decision of the Appeals and Complaints Committee is final. Timeframe for a Committee Decision The Committee will make a determination in respect of the appeal within 10 days of receipt of the investigation outcomes from the Manager, Quality and Continuous Improvement (or their delegate). Reporting Formal Complaints The Chair, Appeals and Complaints Committee will report on Formal Complaints on a monthly basis to the Quality and Continuous Improvement Committee (see Academic Governance Policy PO13).
PR7.1 Complaints Procedures
Page 4
The Quality and Continuous Improvement Committee will review any trends emerging from the Formal Complaints and determine whether there are any systematic issues that may need to be addressed by Open Colleges. The Chair of the Quality and Continuous Improvement Committee will report to the Education and Training Advisory Board at each meeting of the Advisory Board on any trends emerging from Formal Complaints. Cost of Formal Complaints There is no cost to the student for submitting a Formal Complaint. Vexatious Formal Complaints Where a student is deemed by the Appeals and Complaints Committee to have submitted a vexatious Formal Complaint and that such a Formal Complaint may have damaged the reputation of Open Colleges or its staff or Trainers and Assessors, the Committee may deem such actions on the part of the student to be a breach of the Student Code of Conduct. In such cases, the Student Code of Conduct Procedure (PR5.4) will apply.
Related Forms and Documents Location OpenSpace
Website
QMS
X
X
X
X
X
X
Procedures PR7.1 Complaints Procedures Forms FR7.1 Complaint Form
How can we improve this document? If you can identify opportunities for us to improve this document, please email [email protected]. This request will automatically be logged on our Continuous Improvement Register. Please include the document reference number in your email and specific details about how we can improve the document.
PR7.1 Complaints Procedures
Page 5
Complaints Procedure
Document Reference:
PR7.1
Document Version:
1
Responsible Officer:
General Manager, Student Services and Systems
Functional Owner:
Team Leader, Student Support
QCI Owner:
Compliance Officer
Date Approved by EMT:
9 November 2012
Date Approved by GM:
9 November 2012
Endorsed by ETAB:
16 November 2012
Date Effective:
1 December 2012
Review Date:
1 December 2013
Notes:
This Procedure replaces the Grievance Policy (Version: 1 Effective: 20111004)
Scope:
Course Type
All
RTOs:
Open Colleges Pty Ltd Integrated Care and Management Training Pty Ltd College of Fashion Design Pty Ltd
Partner RTOs
Yes
Communicated to Staff
20 November 2012
How: Firefly
Communicated to Trainers
20 November 2012
How: OpenSpace
Communicated to Students
20 November 2012
How: OpenSpace
Updated in Student Lounge
20 November 2012
Updated in Trainer Lounge
20 October 2012
Updated in Student Handbook
Yes, to be included in new Student Handbook
Updated in Trainer Handbook
Yes, to be included in new TA Handbook
Please refer to the:
PO5: Assessment Policy PR5.1: Assessment Procedures Glossary of Terms.
PR7.1 Complaints Procedures
Page 1
1. Student Feedback Open Colleges seeks feedback from students through the completion of: a. Student Evaluation of Unit and Trainer (SEUT); b. Quality Indicator Surveys; and c. Annual Student Survey. Student feedback is an essential input into Open Colleges’ approach to quality and continuous improvement. The Continuous Improvement Policy (PO12) outlines how Open Colleges’ uses various feedback mechanisms to inform the improvement of its operations. By systematically and expeditiously responding to student feedback, Open Colleges hopes to address student issues before they escalate into Complaints.
2. Informal Complaints Lodging Informal Complaints Where a student believes that their learning experience with Open Colleges significantly fails to meet their expectations, they are encouraged to raise their concerns with the Student Support Team on 1300 650 011 or by email at [email protected] or through OpenSpace. In such cases, the concern or issue will be treated as an Informal Complaint. Addressing Informal Complaints On receiving an Informal Complaint, the Student Support Officer will: a. b. c. d. e.
Discuss the Informal Complaint with the student by phone; Log the student’s concern or issue as a Case in Firefly; Obtain any additional information regarding the concern or issue; Provide the student with their Case Number; and Refer the Informal Complaint to the Team Leader, Student Support.
The Team Leader, Student Support will: a. b. c. d.
Investigate the student’s concern or issue; Consult with other Open Colleges staff or Trainer & Assessors (if required); Propose a resolution to the student by phone and in writing, by email; and Record the outcome of the Informal Complaint in Firefly.
Where an Informal Complaint is upheld, the Team Leader, Student Support will log any required improvements on the Continuous Improvement Register. Where an Informal Complaint refers to concerns or issues with the Student Support Team, the Informal Complaint will be referred by the Student Support Officer to the Manager, Quality and Continuous Improvement (or their delegate) for investigation. Timeframe for Addressing Informal Complaints The Team Leader, Student Support will endeavour to resolve the Informal Complaint within five (5) business days. Reporting Informal Complaints The Team Leader, Student Support will report on Informal Complaints on a monthly basis to the Quality and Continuous Improvement Committee (see Academic Governance Policy PO13). The Quality and Continuous Improvement Committee will: PR7.1 Complaints Procedures
Page 2
a. b. c. d.
Review any trends emerging from the Informal Complaints; Log any improvements emerging from their review of the Informal Complaints; Undertake a review of a sample of the proposed resolutions; Provide feedback to the Education Management Team: I. Resolution process and outcome of the Informal Complaints reviewed; and II. Any trends emerging from the review of Informal Complaints.
The Chair of the Quality and Continuous Improvement Committee will report to the Education and Training Advisory Board at each meeting of the Advisory Board on any trends emerging from Informal Complaints. Cost of Informal Complaints There is no cost to the student for submitting an Informal Complaint. Vexatious Informal Complaints Where a student is deemed by the Team Leader, Student Support to have submitted a vexatious Informal Complaint or multiple unfounded Informal Complaints, the Team Leader, Student Support may refer the students behaviour to the Appeals and Complaints Committee as a potential breach of the Student Code of Conduct. In such cases, the Student Code of Conduct Procedure (PR5.4) will apply.
3. Formal Complaints Lodging Formal Complaints Where a student is unsatisfied by the resolution of an Informal Complaint, they may submit a Formal Complaint. To submit a Formal Complaint students will need to complete the Complaint Form (FR7.1), which is available on the Open Colleges website and OpenSpace, and submit it by email to the Student Support Team by email at [email protected]. The Team Leader, Student Support will: a. Log the Formal Complaint as a Case in Firefly; and b. Refer the Formal Complaint and any background information (including any Informal Complaints) to the Manager, Quality and Continuous Improvement (or their delegate). Authorised Representatives Where Open Colleges receives correspondence from a third-party with authority to represent the student in respect of a Complaint, such correspondence will be treated as a Formal Complaint and this procedure will apply. Investigating Formal Complaints Formal Complaints will be investigated by the Manager, Quality and Continuous Improvement (or their delegate). The Manager, Quality and Continuous Improvement is independent of both the Faculties and Student Support Team and will review the Formal Complaint in accordance with the principles outlined in the Complaints Policy. In the event the Formal Complaint involves any member of the Quality and Continuous Improvement Division, the Formal Complaint will be referred to the General Manager, Education and Training for investigation. The Manager, Quality and Continuous Improvement (or their delegate) will:
PR7.1 Complaints Procedures
Page 3
a. Interview the student, or their authorised representative, to obtain the background to the Formal Complaint; b. Review the documentation and decision of the Informal Complaint; c. Undertake an independent investigation, which may involve interviews with other students, staff or Trainers and Assessors, into the allegations made by the student in the Formal Complaint; and d. Present the findings of their investigation to the Appeals and Complaints Committee, including any recommended action. Investigation Timeframes The Manager, Quality and Continuous Improvement will seek to complete the investigation of the Formal Complaint within 10 business days of receiving the Formal Complaint Form (FR7.1). Appeals and Complaints Committee Process and Decisions The Appeals and Complaints Committee will consider the evidence and the proposed action from the Manager, Quality and Continuous Improvement (or their delegate). The Committee may, at its absolute discretion: a) Dismiss the Formal Complaint; b) Uphold the Formal Complaint or part thereof; or c) Require the student to submit additional evidence. Where the Committee upholds a Formal Complaint, or part of a Formal Complaint, it will: a) Determine what, if any, action or compensation should be provided by Open Colleges to the student; b) Determine what corrective action is required by Open Colleges; c) Determine whether the Complaint constitutes a performance issue for an individual within Open Colleges; d) Determine whether training or professional development is required within Open Colleges to address the issue; and e) Undertake further investigations to ascertain whether the Formal Complaint is isolated or part of a broader systemic issue. The Chair of the Appeals and Complaints Committee will advise the student in writing of the Committee’s decision together with the proposed corrective action to be taken by Open Colleges (where the Formal Complaint is upheld). The decision of the Appeals and Complaints Committee is final. Timeframe for a Committee Decision The Committee will make a determination in respect of the appeal within 10 days of receipt of the investigation outcomes from the Manager, Quality and Continuous Improvement (or their delegate). Reporting Formal Complaints The Chair, Appeals and Complaints Committee will report on Formal Complaints on a monthly basis to the Quality and Continuous Improvement Committee (see Academic Governance Policy PO13).
PR7.1 Complaints Procedures
Page 4
The Quality and Continuous Improvement Committee will review any trends emerging from the Formal Complaints and determine whether there are any systematic issues that may need to be addressed by Open Colleges. The Chair of the Quality and Continuous Improvement Committee will report to the Education and Training Advisory Board at each meeting of the Advisory Board on any trends emerging from Formal Complaints. Cost of Formal Complaints There is no cost to the student for submitting a Formal Complaint. Vexatious Formal Complaints Where a student is deemed by the Appeals and Complaints Committee to have submitted a vexatious Formal Complaint and that such a Formal Complaint may have damaged the reputation of Open Colleges or its staff or Trainers and Assessors, the Committee may deem such actions on the part of the student to be a breach of the Student Code of Conduct. In such cases, the Student Code of Conduct Procedure (PR5.4) will apply.
Related Forms and Documents Location OpenSpace
Website
QMS
X
X
X
X
X
X
Procedures PR7.1 Complaints Procedures Forms FR7.1 Complaint Form
How can we improve this document? If you can identify opportunities for us to improve this document, please email [email protected]. This request will automatically be logged on our Continuous Improvement Register. Please include the document reference number in your email and specific details about how we can improve the document.
PR7.1 Complaints Procedures
Page 5
