Appeals and Complaints Policy

Businessplex is committed to ensuring that all student complaints are resolved fairly, promptly and at the most appropriate level within the Institute. A strong complaints policy, and the recording of the number of complaints received and resolved, assist in ensuring continuous improvement of the quality of services to our customers.
The Complaints Policy and its procedures are designed to achieve the following goals:

To provide a procedure that recognises the right of a customer to make a complaint and which is focussed on continuous quality improvement.
To provide procedures for addressing and resolving customer complaints speedily, in accordance with principles of natural justice, in a confidential manner and with the involvement of all those about whom complaints are made.
To provide for prompt resolution at the level at which most complaints are likely to arise while providing for independent mediation and conciliation should the matter not be resolved at the first level.
To encourage all staff to process improvements where necessary to remove the possibility of repetition of similar complaints.

All student complaints will be handled in a way that:

assists in resolving the complaint by assisting the parties to a satisfactory outcome;
is fair, efficient and in accordance with principles of natural justice;
treats complaints with appropriate seriousness and confidentiality;
facilitates early resolution as close to the source of the problem as possible; and
provides Businessplex with the means to identify ways of continually improving the services it provides.

The Complaints policy and procedures will complement, but not replace, existing Institute policies and procedures for dealing with other forms of grievances, and or cancellations, assessment appeals, discrimination, harassment, sexual harassment or criminal acts. Complaints that are found to be outside the domain of this policy will be directed to the appropriate channels.
Complaints that involve alleged criminal actions will be reported immediately to the police or other relevant authority.

Confidentiality

All complaints are treated with appropriate confidentiality, unless to do so would compromise the Institute’s duty of care. Similarly, people who are themselves the subject of a complaint, have the right to expect that any claims made against them are treated confidentially.

While confidentiality can be assured, anonymity cannot. It will be sometimes impossible to guarantee that a complainant will not be identified, particularly if the circumstances of their complaint are unique. Anonymity is not appropriate if formal processes are invoked. When a formal complaint is lodged the person(s) who is the subject of the complaint will be notified and provided with details of the allegation(s).

The CEO will retain records of the types of issues that are the subject of complaints, the timeliness of response and the nature of the resolution. This information will be reviewed and used to ensure and enhance continuous quality improvement.

Definitions

Complaint – a person’s expression of dissatisfaction with any service provided by Businessplex.
Appeal – a request to review a decision that has previously been made.

Complaints and Appeals Procedure

Students are encouraged, wherever possible to resolve concerns or difficulties directly with the person(s) involved to deal with the issue before it becomes a formal complaint. The CEO, Administration Manager and other staff are available to assist students to resolve their issues at this level. Where a complaint cannot be resolved informally by discussion and mediation, a formal complaint may be lodged with the CEO.

Lodging a Complaint

Formal complaints and appeals may be made in writing to the CEO. The CEO will discuss the nature of the issue with those involved and attempt to resolve problems through discussion and conciliation.
The CEO will discuss the complaint with the Administration Manager and/or Director and advise, in writing, the person who has made the complaint of the proposed solution.
The advice to the person who has made the complaint will include information and procedures concerning the complainant’s right to appeal the proposed solution and request for an independent adjudicator.
A student may be assisted or accompanied by a support person regardless of the nature of the complaint or appeal. Businessplex will maintain a student’s enrolment while a complaint and appeal process is on-going, however, this does not exclude Businessplex from reserving the right to suspend a student from attending class or visiting Businessplex Training facility, if that is considered necessary during this period.Businessplex acknowledges the need for an independent party to mediate where an appropriate outcome cannot be reached internally.
All independent adjudicator outcomes will be communicated to the complainant in a timely manner.
All formal complaints and appeals and their outcomes will be recorded on the Complaints and Appeals Register. This Register is reviewed by all staff at Staff Meetings and used as an opportunity for improvement and reflection.
Should Businessplex consider more than 60 calendar days are required to process and finalise the complaint or appeal,

Businessplex will

:
a) inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and
b) regularly update the complainant or appellant on the progress of the matter.

Assessment Appeals

Students have the right to make an appeal against the assessment decisions made by Businessplex training and assessing staff.
Appeals against assessment decisions must be made in writing within one week of the issuance of results.
Independent Adjudicator
On referral, the Independent adjudicator shall contact the complainant to arrange a satisfactory time to meet and discuss the grievance in question.
The outcome of the arranged meeting between the complainant and the independent adjudicator shall be communicated in writing to Businessplex management.
There shall be no fee payable for this service.

Other

Nothing in this policy and procedure limits the rights of individuals to take action under Australia’s Consumer law, where applicable.
This policy does not limit an individual’s rights to pursue other legal remedies.