Complaints and Grievances Policy

COMPLAINTS AND GRIEVANCES POLICY

The College has detailed procedures in place for dealing with complaints and grievances made by students. Academic and non-academic matters are governed by separate policies. The policies include information relating to, but not limited to:

The relevant contact staff at the college for complaints,
The procedure to be followed by the College in dealing with complaints,
Rights of students/applicants,
Appeals process,
Availability of external arbitration, and
Student input into and feedback on the complaints process.

ACADEMIC MATTERS

Preamble:
The College encourages open discussion between students and their teachers, especially in matters of assessment and marking. It aims to affirm both adult learning values, such as self-directedness and creativity, as well as personal values, such as mutual accountability. However, the College recognises that at times a matter related to assessment will not easily be resolved between student and teacher or assessor, requiring further measures to be taken.

For the purposes of this protocol, academic matters relate to student progress, assessment, and curriculum and awards in a course of study.

There shall be no cost levied to the student with respect to the lodgement of a notice of grievance.
Students shall not be victimised or discriminated against, irrespective of the nature or severity of the grievance.
Students shall have the right to be accompanied and assisted by a third party if they so wish.

In these guidelines, the following lodgement guidelines apply:-

A formal notice of grievance shall be

posted to The Registrar, Tabor College NSW, PO Box 1015, Miranda NSW 1490 or

lodged in person with the Receptionist, Tabor College NSW, 10 Kiama Street, Miranda NSW 2228.

A formal review of an investigation shall be

posted to The Principal, Tabor College NSW, PO Box 1015, Miranda NSW 1490 or

lodged in person with the Receptionist, Tabor College NSW, 10 Kiama Street, Miranda NSW 2228.

A request for an external review of a decision shall be posted to The Executive Officer, Australian Council for Private Education and Training, Box Q1076, QVB PO, Sydney NSW 1230.

In these guidelines:-

victimise means to act or omit to act towards a person in a way which is intended to cause disadvantage to that person because they have made a complaint, or may make a complaint, or may be or are subject of a complaint.
Registrar means the person usually occupying that position or, in his/her absence, the person nominated by the Principal to fulfil that role.
Principal means the person usually occupying that position or, in his/her absence, the person nominated by the Principal to fulfil that role.
Grading Appeals Committee means three members of the Faculty Executive not already involved in the matter under review.
Faculty Head means the head of a particular Faculty of study, e.g. Theology.
Faculty Executive means the formal academic body referred to in the College’s academic governance, comprising the Principal, Dean of Students, Faculty Heads and Registrar.
Confirmed Module Lecturer means the lecturer who has primary responsibility for teaching a class.

Publication of grievance procedures:

Students and Intending Students:
In order to adequately inform students and intending students, the College's Grievance Procedures are published in the "Tabor College NSW Handbook", the annual "Student Orientation Handbook" and the Tabor College NSW website.

Training with respect to grievance procedures:

New Faculty or Staff Appointments:
All new appointments to the Faculty and administration team of the College are formally inducted into all relevant aspects of College life. New appointees will be provided with a copy of the grievance procedures and instructed in their operation.

Faculty and Confirmed Module Lecturers:
In order to adequately inform Faculty and confirmed lecturers, the College's Grievance procedures will be published in the Tabor College NSW "Lecturer Handbook". This handbook is reviewed and updated annually for the commencement of each academic year, and each faculty member and confirmed lecturer is provided with their own copy. Faculty and confirmed lecturers are also required to attend a training seminar during each semester to ensure that all academic procedural and policy matters are fully understood. Policy and procedural matters are also included as agenda items at the College's Faculty meetings, generally conducted monthly during semesters.

Administration staff:
Administration staff will be required to attend an administration briefing seminar during each semester at which aspects of the College's administration procedures and policies will be discussed. The interface between academic and administration procedures and policies will also be discussed and particular instruction will be given with respect to the requirements of the College's grievance procedures. Action will be taken to ensure that each staff member has access to the grievance procedures and understands them.

Access to Grievance Procedures:

Tabor College offers subjects at it’s Miranda campus and offers a limited range of external subjects to a small number of students (via cross-institutional credit with Tabor Adelaide). Students attending classes, undertaking subjects externally or intending students have a right to access the grievance procedures for academic and non-academic matters without disadvantage, regardless of the student's place of residence or the mode in which they study.

The College acknowledges it has an obligation to ensure that students are not disadvantaged by the procedures required in the grievance investigation and resolution process.

Therefore, students or intending students may request any, or all, of the following additional services:-

provision of a complete copy of the grievance procedures, posted by regular mail services or emailed to them, if they are not already in possession of a copy and the WEB address at which the procedures are published;
reply paid envelope(s) to minimise the cost of lodging notices of grievance, requests for a formal review of an investigation or the submission of information to be considered in the context of the review;
a personal meeting arranged at the Miranda campus or at another mutually agreed location; or
telephone calls or conference arrangements initiated by the College to facilitate information gathering, in lieu of a personal attendance at a meeting.

Records of Grievances - keeping and access:

Records of grievances will be treated as confidential. Therefore:-

Records of grievances under investigation will be compiled in individual, specially endorsed "Confidential Folders", held in the custody of the Registrar and accessed by him/her only, or issued to the Internal Review Officer(s) as required for the purpose of conducting the internal review investigation.
Records of grievances notified in writing, investigated and finalised will be placed in a sealed envelope, endorsed "CONFIDENTIAL" and "TO BE OPENED BY REGISTRAR ONLY". Such sealed records will be kept in the student or applicant's file for at least five years.

Students who wish to access any records relating to personal grievances, are required to notify the Registrar and arrange an appointment to view them. Students will be provided with access to any records relating to personal grievances, but the following limitations would apply:-

students' access to their records would be supervised, that is, the Registrar would generally be present while the record is being viewed.
students may request, and be supplied with, photocopies of any documents in their personal grievance records;
students would not be permitted to remove any documents from their personal grievance records; however,
students may request that incorrect or out of date information in their personal grievance records be removed or updated. The Registrar shall be responsible for taking this action.
students who are in dispute with the Registrar over a request to remove or update a personal grievance record shall have the right to request an internal review, and shall have the further right to request an external review, if desired.

Student Input into Grievance Procedures:

Students are encouraged to provide formal input and feedback into the College’s grievance procedures. Such input is particularly welcome and encouraged by students who have utilized and experienced the College’s grievance resolution process.

Students should address their input or feedback to the Registrar in writing. This can be done at any time during the year.

The Registrar will table student input or feedback at the subsequent Faculty Executive Meeting. The Faculty Executive may:

Review the input or feedback itself and make a determination on any action required; or
Refer discussion and evaluation of the input or feedback to a committee.

The Registrar will inform the student of the decision taken by the Faculty Executive and advise the student that the final outcome in relation to the input or feedback provided will be provided in writing, if requested.

The final outcome of this review of student input or feedback will be tabled at the Faculty Executive Meeting subsequent to a final outcome being made.

Dispute notification: assessment tasks:

Where a dispute relates to a particular assessment task (whether the conduct of the task or mark awarded for the task) within a subject, the matter should be raised verbally in the first instance with the lecturer or person coordinating that particular subject as identified on the subject worksheet. If the issue cannot be resolved to the satisfaction of the student immediately, he/she is required to lodge a formal notice of grievance, in writing, addressed to the Registrar. The basis for the dispute should be clearly stated.

The Registrar will determine whether the grievance involves

the conduct of an assessment task,

the grading of an assessment task or

a curriculum or student progress issue.

Each issue will be dealt with according to the process appended.

Dispute relating to conduct of assessment task:

Where the matter refers to the conduct of the assessment task, the Registrar will advise the Faculty Head who will ask the lecturer or assessor to provide details of the conditions and conduct of the task. The process of investigation will generally be conducted within forty five (45) days.

If after examination, the College protocols are determined to have been correctly followed, the Registrar and Faculty Head will advise the student that:-

there is no matter to be resolved; and
the review process available.

If, after examination, the College protocols are determined to have not been correctly followed, the Registrar and Faculty Head will decide on a course of action. Such course of action may include:

allowing the student to attempt the assessment task again;
requesting that the task be reassessed (by another marker - see below); or
removing the task from that student's requirements, provided that the relevant competencies or outcomes can otherwise be demonstrated.

The Registrar will, within the same forty five (45) day period, prepare a formal report, place a signed copy of the report in the personal file of the student and write a formal letter to the student advising:-

the outcome of the investigation;
a recommendation to resolve the grievance; and
the internal review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested.

Internal review process
If, after a formal investigation by the Registrar and Faculty Head a student is still aggrieved, a formal review of the investigation and recommendation to resolve the grievance may be requested by the student, in writing, within twenty eight (28) days of the receipt of the formal recommendation. The request for a review must be addressed to the Principal (the Review Officer) and must specify the reasons for making the request.

Upon receipt of a request for an internal investigation of a complaint which remains unresolved, the Principal shall acknowledge in writing, receipt of the request for an internal investigation and inform the student of the following information:-

who will be responsible for conducting the investigation;
that he/she has the right to a personal meeting to present his/her case (verbally and/or in writing) and the name, address and telephone number of the person to contact if a personal meeting is required;
that he/she has the right to submit addition information in writing, should a personal meeting not be desired; and the name and address of the person to whom the additional information should be submitted;
the timeframe during which the internal investigation will be conducted, generally within 45 days of receiving the request for an investigation

The Principal may conduct the review personally, or request the Grading Appeals Committee to conduct the review. When the Principal or the Grading Appeals Committee makes a decision, a formal letter will be sent to the student advising:-

the outcome of the investigations;
a recommendation to resolve the grievance;
the external review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested.

The Principal or Grading Appeals Committee may confirm the decision of the Registrar and Faculty Head, vary the decision, or set aside the decision and substitute a new recommendation.

External review process:
If the Principal or Grading Appeals Committee advises that the original decision has been upheld, varied, or set aside in favour of a new decision, the student must be advised that he/she has the right to request a further external review and the procedure to be adopted . Details of the appeal authority are provided at the end of this document.

Dispute relating to the grading of an assessment task:

Where the dispute refers to the grading of the assessment task, the Registrar will request that the student furnish an unchanged and unmarked copy of the original material submitted, along with a statement specifying the reasons for making the request.

The Registrar will then advise the Faculty Head that a remark is required, and determine, in consultation with the Faculty Head, who should be asked to reassess the task. The process of investigation will generally be conducted within forth five (45) days. In appointing a second marker, the following selection conventions are applied:

Where the Faculty Head is the initial marker, the Registrar will consult with the Principal (or another person acting for the time as deputy to the Principal, or in any other case another Faculty Head) to determine who should be asked to reassess the task.
Where the Principal is the initial marker, the Registrar will consult with the relevant Faculty Head, or in his/her absence another Faculty Head or deputy competent to advise in that subject area.
Where a Senior Lecturer, Lecturer or Sessional Lecturer is the initial marker, the Registrar will consult with the relevant Faculty Head, or in his/her absence another Faculty Head or deputy competent to advise in that subject area.

The Registrar will provide the nominated second marker with the unmarked copy of the task, and advise the second marker that no consultation should occur on this matter with the original marker. The re-graded mark becomes the recorded grade. When the re-graded mark become available, the Registrar will write a formal letter to the student advising:-

the re-graded mark;
the review process available;
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested.

Internal review process
If, after the re-marking of an assessment task, a student is still aggrieved, a formal review of the re-marking may be requested by the student, in writing, within twenty eight (28) days of the receipt of the re-graded mark. The request for a review must be addressed to the Principal (the Review Officer) and must specify the reasons for making the request.
Upon receipt of a request for an internal investigation of a complaint which remains unresolved, the Principal shall acknowledge in writing, receipt of the request for an internal investigation and inform the student of the following information:-

who will be responsible for conducting the investigation;
that he/she has the right to a personal meeting to present his/her case (verbally and/or in writing) and the name, address and telephone number of the person to contact if a personal meeting is required;
that he/she has the right to submit addition information in writing, should a personal meeting not be desired; and the name and address of the person to whom the additional information should be submitted;
the timeframe during which the internal investigation will be conducted, generally within 45 days of receiving the request for an investigation

the outcome of the investigations;
a recommendation to resolve the grievance;
the external review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested.

The Principal or Grading Appeals Committee may confirm the decision of the Registrar and Faculty Head, vary the decision, or set aside the decision and substitute a new recommendation.

External review process:
If the Principal or Grading Appeals Committee advises that the original decision has been upheld, varied, or set aside in favour of a new decision, the student must be advised that a further external review may be requested and the procedure to be adopted. Details of the appeal authority are provided at the end of this document.

Dispute notification: curriculum and/or student progress:

Where a dispute relates to a curriculum and/or student progress the matter should be raised verbally in the first instance with the Registrar.

If the issue cannot be resolved to the satisfaction of the student immediately, he/she is required to lodge a formal notice of grievance in writing, addressed to the Registrar. The basis for the dispute should be clearly stated. The Registrar will immediately refer the matter to the Faculty Head for investigation and a decision. The process of investigation will generally be conducted within forty five (45) days.

When the Faculty Head makes a decision, a formal letter will be sent to the student advising:-

the outcome of the investigations;
a recommendation to resolve the grievance;
the external review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested.

Internal review process
If, after a formal investigation by the Faculty Head a student is still aggrieved, a formal review of the investigation and recommendation to resolve the grievance may be requested by the student, in writing, within twenty eight days of the receipt of the formal recommendation. The request for a review must be addressed to the Principal (the Review Officer) and must specify the reasons for making the request.

Upon receipt of a request for an internal investigation of a complaint which remains unresolved, the Principal shall acknowledge in writing, receipt of the request for an internal investigation and inform the student of the following information:-

who will be responsible for conducting the investigation;
that he/she has the right to a personal meeting to present his/her case (verbally and/or in writing) and the name, address and telephone number of the person to contact if a personal meeting is required;
that he/she has the right to submit addition information in writing, should a personal meeting not be desired; and the name and address of the person to whom the additional information should be submitted;
the timeframe during which the internal investigation will be conducted, generally within 45 days of receiving the request for an investigation

The Principal will refer the matter to the Faculty Executive for investigation and a decision. When the Faculty Executive makes a decision, a formal letter will be sent to the student advising:-

the outcome of the investigations;
a recommendation to resolve the grievance;
the external review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested.

The Faculty Executive may confirm the decision of the Course Co-ordinator, vary the decision, or set aside the decision and substitute a new recommendation.

External review process:
In all cases of disputes relating to academic matters, a student may request further assistance from the Australian Council for Private Education and Training (ACPET), after the internal review process has been conducted. There is no cost for this service except the situation in which a re-mark is required for an assessment task. In this case, the student shall be responsible for the cost of obtaining the re-mark, and the cost shall be negotiated between ACPET, the re-marker and the student.

A request for an external review shall be lodged at the following address:-
        The Executive Officer
        Australian Council for Private Education and Training
        Box Q1076, QVB PO
        Sydney NSW 1230
        Ph 9264 4490, Fax 9264 4550

If ACPET makes recommendations in relation to a grievance they have reviewed, ACPET will forward those recommendations to the General Manager of Tabor College NSW within 45 days who will ensure that the recommendations are implemented within 45 days.

NON-ACADEMIC MATTERS

Preamble:

For the purposes of this protocol, a non-academic matter includes ANY matters, concerns or complaints which do not relate to student progress, assessment, curriculum and awards in a course of study and includes complaints in relation to personal information that the provider holds in relation to the student.

There shall be no cost levied to the student with respect to the lodgement of a notice of grievance.
Students and applicants shall not be victimised or discriminated against, irrespective of the nature or severity of the grievance.
Students or applicants to become a student shall have the right to be accompanied and assisted by a third party if they so wish.

In these guidelines, the following lodgement guidelines apply:-

A formal notice of grievance shall be

posted to The Registrar, Tabor College NSW, PO Box 1015, Miranda NSW 1490 or

lodged in person with the Receptionist, Tabor College NSW, 10 Kiama Street, Miranda NSW 2228.

A formal review of an investigation shall be

posted to The Principal, Tabor College NSW, PO Box 1015, Miranda NSW 1490 or

lodged in person with the Receptionist, Tabor College NSW, 10 Kiama Street, Miranda NSW 2228.

A request for an external review of a decision shall be posted to The Executive Officer, Australian Council for Private Education and Training, Box Q1076, QVB PO, Sydney NSW 1230.

In these guidelines, the following definitions apply:-

victimise means to act or omit to act towards a person in a way which is intended to cause disadvantage to that person because they have made a complaint, or may make a complaint, or may be or are subject of a complaint.
General Manager means the person usually occupying that position or, in his/her absence, the person nominated by the Principal to fulfil that role.
Principal means the person usually occupying that position or, in his/her absence, the person nominated by the Principal to fulfil that role.
Confirmed Module Lecturer means the lecturer who has primary responsibility for teaching a classes.

Publication of grievance procedures:

Students and Intending Students
In order to adequately inform students and intending students, the College's Grievance Procedures are published in the "Tabor College NSW Handbook", the annual "Student Orientation Handbook" and the Tabor College NSW website.

Training with respect to grievance procedures:

New Faculty or Staff Appointments
All new appointments to the Faculty and administration team of the College are formally inducted into all relevant aspects of College life. New appointees will be provided with a copy of the grievance procedures and instructed in their operation.

Faculty and Confirmed Module Lecturers
In order to adequately inform Faculty and confirmed lecturers, the College's Grievance procedures will be published in the Tabor College NSW "Lecturer Handbook". This handbook is reviewed and updated annually for the commencement of each academic year, and each faculty member and confirmed lecturer is provided with their own copy. Faculty and confirmed lecturers are also required to attend a training seminar during each semester to ensure that all academic procedural and policy matters are fully understood. Policy and procedural matters are also included as agenda items at the College's Faculty meetings, generally conducted monthly during semesters.

Administration staff
Administration staff will be required to attend an administration briefing seminar during each semester at which aspects of the College's administration procedures and policies will be discussed. The interface between academic and administration procedures and policies will also be discussed and particular instruction will be given with respect to the requirements of the College's grievance procedures. Action will be taken to ensure that each staff member has access to a copy of the grievance procedures and understands them.

Access to Grievance Procedures:

Tabor College offers subjects at it’s Miranda campus and offers a limited range of external subjects to a small number of students (via cross-institutional credit with Tabor Adelaide). Students attending classes, undertaking subjects externally or intending students have a right to access the grievance procedures for academic and non-academic matters without disadvantage, regardless of the student's place of residence or the mode in which they study.
The College acknowledges it has an obligation to ensure that students are not disadvantaged by the procedures required in the grievance investigation and resolution process.

Therefore, students or intending students may request any, or all, of the following additional services:-

provision of a complete copy of the grievance procedures, posted by regular mail services or emailed to them, if they are not already in possession of a copy and the WEB address at which the procedures are published;
reply paid envelope(s) to minimise the cost of lodging notices of grievance, requests for a formal review of an investigation or the submission of information to be considered in the context of the review;
a personal meeting arranged at the Miranda campus or at another mutually agreed location; or
telephone calls or conference arrangements initiated by the College to facilitate information gathering, in lieu of a personal attendance at a meeting.

Records of Grievances - keeping and access:

Records of grievances will be treated as confidential. Therefore:-

Records of grievances under investigation will be compiled in individual, specially endorsed "Confidential Folders", held in the custody of the General Manager and accessed by him/her only, or issued to the Internal Review Officer(s) as required for the purpose of conducting the internal review investigation.
Records of grievances notified in writing, investigated and finalised will be placed in a sealed envelope, endorsed "CONFIDENTIAL" and "TO BE OPENED BY GENERAL MANAGER ONLY". Such sealed records will be kept in the student or applicant's file for at least five years.

Students who wish to access any records relating to personal grievances, are required to notify the General Manager and arrange an appointment to view them. Students will be provided with access to any records relating to personal grievances, but the following limitations would apply:-

students' access to their records would be supervised, that is, the General Manager would generally be present while the record is being viewed.
students may request, and be supplied with, photocopies of any documents in their personal grievance records;
students would not be permitted to remove any documents from their personal grievance records; however,
students may request that incorrect or out of date information in their personal grievance records be removed or updated. The General Manager shall be responsible for taking this action.
students who are in dispute with the General Manager over a request to remove or update a personal grievance record shall have the right to request an internal review, and shall also have the right to request an external review, if desired.

Student Input into Grievance Procedures:

Students are encouraged to provide formal input and feedback into the College’s grievance procedures. Such input is particularly welcome and encouraged by students who have utilized and experienced the College’s grievance resolution process.

Students should address their input or feedback to the General Manager in writing. This can be done at any time during the year.

The General Manager will table student input or feedback at the subsequent College Staff Meeting and, if necessary, refer the matter to a committee for consideration. The committee shall comprise 3 members, relevant to the nature of the grievance but not including a person who is the subject of the grievance.

The General Manager will inform the student of the decision taken by the College Staff Meeting and advise the student that the final outcome in relation to the input or feedback provided will be provided in writing, if requested.

The final outcome of this review of student input or feedback will be tabled at the College Staff Meeting subsequent to a final outcome being made.

Dispute notification:
A student or applicant to become a student who is aggrieved about a non-academic matter is required to raise the issue verbally in the first instance with the General Manager. If the issue cannot be resolved to the satisfaction of the student or applicant immediately, he/she is required to lodge a formal notice of grievance in writing, addressed to the General Manager, and specifying the reasons for making the request.

The General Manager will undertake a full investigation of the matter and will prepare a formal report within forty five (45) which:-

describes the grievance and the nature and extent of the investigation undertaken; and
records a recommendation to resolve the grievance.

The General Manager will also, within the same forty five (45) day period, place a signed copy of the report in the individual confidential folder of the student or applicant to become a student (held in the custody of the General Manager) and write a formal letter to him/her advising:-

the outcome of the investigations;
a recommendation to resolve the grievance;
the review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided, in writing, if requested.

Internal review process:
If, after a formal investigation by the General Manager a student or applicant to become a student is still aggrieved, a formal internal review of the investigation and recommendation to resolve the grievance may be requested by the student or applicant, in writing, within twenty eight (28) days of the receipt of the formal recommendation. The request for a review must be addressed to the Principal (the Review Officer) and must specify the reasons for making the request.

Upon receipt of a request for an internal investigation of a complaint which remains unresolved, the Principal shall acknowledge in writing, receipt of the request for an internal investigation and inform the student or applicant to become a student of the following information:-

who will be responsible for conducting the investigation;
that he/she has the right to a personal meeting to present his/her case (verbally and/or in writing) and the name, address and telephone number of the person to contact if a personal meeting is required;
that he/she has the right to submit addition information in writing, should a personal meeting not be desired; and the name and address of the person to whom the additional information should be submitted;
the timeframe during which the internal investigation will be conducted, generally within 45 days of receiving the request for an investigation

The Principal may conduct the investigation personally, or nominate an officer or officers of the College not previously involved in the matter to conduct the investigation. When the Principal or his/her nominee(s) makes a decision, a formal letter will be sent to the student or applicant to become a student advising:-

the outcome of the investigations;
a recommendation to resolve the grievance;
the external review process available; and
that the actions taken to investigate the matter, and the reason(s) and an explanation of the decision taken as part of the procedures will be provided in writing, if requested. The reviewing officer(s) may confirm the decision of the General Manager, vary the decision, or set aside the decision and substitute a new recommendation.

External review process:

If the Principal or review officer(s) advises the applicant that the original decision has been upheld, varied, or set aside in favour of a new decision, the student or applicant to become a student must be advised that the Australian Council for Private Education and Training provides a relevant mediation service at no charge, and that a request for a further review may be lodged with them at the following address:-

        The Executive Officer
        Australian Council for Private Education and Training
        Box Q1076, QVB PO
        Sydney NSW 1230
        Ph 9264 4490, Fax 9264 4550

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