Form Title
Form Description
Complaints and Appeals Form
This internal appeal form is for student who has been unsuccessful in their previous attempt (informal) to resolve the dispute, complaint or appeal.
Instructions for Lodging a Complaint, or Appeal
1) Stage 1 Grievance: In the first instance, you are encouraged to have an informal discussion with the relevant staff member or department. For academic matters, students are encouraged to speak to the relevant lecturer, teacher, or Course Coordinator. If you are not satisfied with the resolution of the grievance, a formal written complaint may be submitted. All possible options will be considered for every grievance to be resolved without leading to a formal complaint.
2) Stage 2: Complaint
If an issue cannot be resolved informally, you are encouraged submit a formal written complaint using this form. When completing this form, you must specify any previous efforts, including informal grievance, to resolve the issue, and what your desired outcome is. A written outcome will usually be provided within 10 working days.
3) Stage 3: Appeal
If you are not satisfied with the resolution of your complaint, or disagree with a decision made by Acknowledge Education, you have the right to appeal a decision under the following conditions:
a) That the decision was made without due consideration of relevant facts, evidence, or circumstances.
b) That there was bias, prejudice or a conflict of interest by the investigative or hearing body or person; or
c) That some significant policy/procedural irregularity occurred in the investigative or complaint handling process.
Some
examples of decisions that may be appealed directly without requiring a
formal complaint to have been submitted previously include:
- Intention
to Report (ITR) letters
- Misconduct penalties
- Grade and/or assessment outcome following a remark/re-sit process
- Suspension, deferral or cancellation of enrolment.
If you are appealing a decision regarding the grading of an assessment, you will first need to complete a Remark/Re-sit application form and complete that process before you can appeal the decision based on the above conditions.
Appeals
must be submitted, including the relevant supporting evidence and your
desired outcome, within 20 working days of a decision made by
Acknowledge Education.
Note:
Appeal
applications may be dismissed under the following circumstances:
- An
appeal is submitted outside of the 20 working day timeframe specified
above.
- The
appeal does not address one or more of the three appeal conditions.
- There
has been no decision made by Acknowledge Education to appeal against.
PRIVACY NOTICE
The information provided on this form will be used exclusively to resolve your appeal/complaint. None of the information you provide on this form will be disclosed to anyone outside of this business unless we are required to do so by law OR where your permission has been provided.
Acknowledge Education may be required disclose your personal information as part of the external appeals process to commonwealth and State or Territory government departments and authorised agencies. Please note that we will keep a written record of your complaint/appeal/ including the outcome and reason for outcome.