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Student Complaint Policy

Student Complaint Policy Template for Australia

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Key Requirements PROMPT example:

Student Complaint Policy

"I need a Student Complaint Policy for our new online university launching in March 2025, with specific focus on handling digital learning complaints and virtual communication procedures for remote students."

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Document background
The Student Complaint Policy is essential for Australian educational institutions to maintain compliance with regulatory requirements while providing clear guidelines for addressing student grievances. This document becomes necessary when establishing or updating complaint handling procedures, ensuring alignment with the Education Services for Overseas Students (ESOS) Act 2000, Higher Education Standards Framework, and other relevant legislation. The policy typically includes detailed procedures for both informal and formal complaint resolution, appeals processes, timeframes, and record-keeping requirements. It should be regularly reviewed and updated to reflect changes in legislation, institutional practices, and student needs. The policy is particularly crucial for institutions enrolling international students, as it must meet specific requirements under the National Code of Practice for Providers of Education and Training to Overseas Students 2018.
Suggested Sections

1. Purpose and Scope: Outlines the policy's objectives and who it applies to, including different student categories and types of complaints covered

2. Definitions: Defines key terms used throughout the policy, including 'complaint', 'grievance', 'appeal', 'academic matters', and 'non-academic matters'

3. Policy Statement: States the institution's commitment to fair, transparent, and effective complaint resolution

4. Principles: Lists the guiding principles for complaint handling, including fairness, accessibility, responsiveness, and confidentiality

5. Types of Complaints: Categorizes different types of complaints (academic, non-academic, administrative) and their handling procedures

6. Complaint Resolution Process: Details the step-by-step process for filing and resolving complaints, including informal and formal stages

7. Appeals Process: Explains how students can appeal decisions, including internal and external appeal options

8. Rights and Responsibilities: Outlines the rights and responsibilities of all parties involved in the complaint process

9. Timeframes: Specifies response times and deadlines for each stage of the complaint process

10. Record Keeping: Details how complaint records will be maintained and stored

11. Policy Review: Specifies when and how the policy will be reviewed and updated

Optional Sections

1. International Student Provisions: Additional provisions specific to international students, required if the institution enrolls international students

2. Online Learning Complaints: Specific procedures for handling complaints related to online or distance learning, needed if offering remote education

3. Special Circumstances: Procedures for handling complaints involving sensitive matters or requiring special consideration

4. Third Party Providers: Procedures for handling complaints about services delivered by third party providers, needed if using external service providers

5. Group Complaints: Procedures for handling complaints submitted by multiple students about the same issue

6. Emergency and Critical Incident Complaints: Special procedures for handling complaints during emergencies or critical incidents

Suggested Schedules

1. Complaint Form Template: Standard form for students to submit formal complaints

2. Appeal Form Template: Standard form for students to submit appeals

3. Complaint Process Flowchart: Visual representation of the complaint handling process

4. Contact Information: List of relevant contacts and their roles in the complaint process

5. External Appeals Bodies: List of external organizations students can approach for appeals or additional assistance

6. Complaint Register Template: Template for recording and tracking complaints

7. Risk Assessment Matrix: Guide for assessing the severity and urgency of complaints

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Academic Complaint
Academic Matter
Appeal
Appellant
Business Day
Complaint
Complainant
Formal Complaint
Grievance
Informal Complaint
International Student
Natural Justice
Non-Academic Matter
Notice
Procedural Fairness
Resolution
Respondent
Student
Student Representative
Support Person
Third Party
Vexatious Complaint
Working Day
External Appeal
Internal Appeal
Mediation
Mediator
Critical Incident
Domestic Student
Frivolous Complaint
Investigation
Policy
Procedure
Student Ombudsman
Academic Staff
Administrative Staff
Advocacy
Bullying
Discrimination
Harassment
Victimization
Clauses
Purpose and Scope
Policy Statement
Definitions
Jurisdiction
Confidentiality
Privacy
Record Keeping
Access and Equity
Non-Discrimination
Natural Justice
Procedural Fairness
Time Limitations
Informal Resolution
Formal Complaints
Appeals Process
External Review
Student Rights
Student Responsibilities
Staff Responsibilities
Documentation Requirements
Investigation Procedures
Decision Making
Remedies and Outcomes
Support Services
Communication
Reporting
Review and Improvement
Compliance
Risk Management
Quality Assurance
International Student Provisions
Third Party Arrangements
Emergency Procedures
Conflict of Interest
Withdrawal of Complaints
Vexatious Complaints
Relevant Industries

Higher Education

Vocational Education and Training (VET)

Secondary Education

Primary Education

International Education

Private Education

Online Education

Professional Education

Adult Education

Relevant Teams

Academic Affairs

Student Services

International Office

Legal and Compliance

Quality Assurance

Student Support

Administration

Risk Management

Student Experience

Governance

Relevant Roles

Dean

Academic Director

Student Services Manager

Compliance Officer

Quality Assurance Manager

International Student Coordinator

Student Support Officer

Academic Administrator

Legal Counsel

Department Head

Course Coordinator

Student Welfare Officer

Complaints Manager

Appeals Officer

Risk Management Officer

Industries
Education Services for Overseas Students (ESOS) Act 2000: Federal legislation that sets standards for education providers offering courses to international students in Australia, including requirements for complaint handling processes.
Higher Education Standards Framework (Threshold Standards) 2021: Establishes requirements for higher education providers, including standards for student grievance and complaint procedures.
National Code of Practice for Providers of Education and Training to Overseas Students 2018: Provides detailed standards for registered providers in delivering education to international students, including specific requirements for complaint and appeals processes.
Privacy Act 1988: Federal legislation governing the handling of personal information, which is crucial for managing student data during the complaints process.
Australian Consumer Law: Part of the Competition and Consumer Act 2010 that protects student rights as consumers of educational services, including provisions for complaint handling.
Disability Discrimination Act 1992: Ensures that complaint procedures are accessible to students with disabilities and prohibits discrimination in educational settings.
Racial Discrimination Act 1975: Prohibits discrimination based on race, color, descent, national or ethnic origin in complaint handling procedures.
Sex Discrimination Act 1984: Ensures complaint procedures do not discriminate based on gender, sexual orientation, or relationship status.
Administrative Decisions (Judicial Review) Act 1977: Provides framework for reviewing administrative decisions, relevant for ensuring procedural fairness in complaint handling.
Human Rights and Equal Opportunity Commission Act 1986: Establishes framework for handling discrimination complaints and ensuring equal opportunity in educational settings.
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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