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Student Complaints and Appeals Process

Stanley College maintains a supportive and fair environment, which allows training participants to lodge appeals against our decisions. Complaints and appeals are resolved as amicably as possible using this appeal process.

Stanley College provides a complaints and appeals process that is transparent, fair and equitable and refers student to an independent external body if necessary.

As per the requirements of National Code and ESOS Act, Stanley College complaint and appeal processes are:

  • available to all students
  • confidential
  • FREE of cost
  • responded within 14 days of the lodgement

The processes set out hereinafter do not replace or modify procedures or any other responsibilities which may arise under other policies or under statute or any other law. Nothing in these procedures limits the rights of individuals to take action under Australia's Consumer Protection laws. Also, these procedures do not circumscribe an individual's rights to pursue other legal remedies.

Complaint & Appeal

A complaint & appeal is the process of informing your dissatisfaction to Stanley College’s academic or nonacademic matters including but not limited to:

  • Assessment outcomes
  • Disciplinary actions i.e. misbehaviour
  • Attendance records
  • Course fees
  • Notifications of intention to report you to DIAC/DEEWR,
  • Allegations of harassment, bullying, discrimination, breach of Stanley College rules, unethical practices or criminal behaviour and
  • Other decisions directly or indirectly affecting you.

Complaint & Appeal can be lodged either informally or formally. Appeals relating to an assessment outcome must be lodged within two weeks of the date the original assessment outcome was given to you.

Appeals relating to other matters should be lodged as soon as practical.

Informal Procedure

a) You can lodge an informal complaint & appeal verbally, face-to-face, over the telephone or through a third party (friend, family member etc.) to any staff member at Stanley College.

b) Staff members will promptly attempt to resolve your complaint & appeal if the matter lies within their range of responsibilities and authorities. In all other cases, the staff member receiving your complaint & appeal will refer you to the Student Support Office.

Formal Procedure

a) A formal complaint & appeal can be lodged to any staff member, in writing, over the telephone, via email or other methods of communication.

b) The staff member your approach will ask you whether you wish to lodge a formal complaint & appeal and issue a Complaint & appeal Form (Form 6) or refer you to Student Support Officer, whichever you prefer.

c) The Student Support Officer will inform you about Stanley College’s complaint & appeal process, including:

  1. Assuring you of your right to complain without fear of being disadvantaged or punished in any way;
  2. Assuring you that the matter remains confidential and students have the right to view their submissions, reports and outcomes of a formal complaint at the student Support officer during Stanley College normal operating hours;
  3. Asking you whether a translator is required;
  4. Allowing you to present your case FREE of cost;
  5. Informing you about your right to access the International Student Conciliation Officers at: 
    Department of Education Services
    20 Walters DriveOsborne Park WA 6017

    Ph: (08) 9441 1900    E: conciliation@des.wa.gov.au 
  6. Informing you about your right to be accompanied and assisted by a support person of your choice at any relevant  meetings;
  7. Inform you that Stanley College will commence the complaints and appeals process within 10 days of the lodgement date;
  8. Inform you that Stanley College attempts to resolve your complaint & appeal and will send a written statement of the outcome within 14 days of the lodgement date.
  9. Inform you about your right to lodge a complaint & appeal for external review, if you are not satisfied with the outcome.
  10. Inform you that Stanley maintains your enrolment throughout the complaints and appeals process, including the external review process with the Overseas Students Ombudsman.
  11. Inform you about the following process after your complaint & appeal has been received.

d) The Student Support Officer or in the absence of the student support officer, the CEO, will hear you and will make notes of it in the complaint & appeal form (Form 6) and in the Student Database (WiseNet).

e) The Student Support Officer investigates and liaises with relevant staff (also the Chief Executive Officer if staff conduct involved) to gather information about your complaint. The Student Support Officer prepares a case file for presentation to Stanley College Management.

f) Stanley College Management decides about your complaint.

g) Once a resolution is reached, the Student Support Officer prepares a draft letter and submits it to the Chief Executive Officer for approval;

h) Once approved, you will be provided with a copy of the resolution, in which you are invited to acknowledge your satisfaction with the outcome.

i) If you are satisfied with the outcome, the relevant files will be updated and the case is closed.

j) If you are not satisfied with the outcome, then you have the right to access Stanley College’s external review process with Overseas Students Ombudsman.

External Review

Things you should know about external review process with the Overseas Students Ombudsman.

  • In Australia, you have the right to complaint & appeal.
  • The Overseas Students Ombudsman's services are FREE.
  • In some cases, the Ombudsman may decide not to investigate your complaint & appeal. This might happen where another organisation can help you, or you have not spoken to your provider about your complaint.
  • If the Ombudsman decides not to investigate, they will tell you why and refer you to another organisation that can help.
  • The Ombudsman is independent and impartial. If they do decide to investigate your complaint & appeal, they will contact Stanley College and ask us what happened.
  • They will treat your information with privacy and respect, and collect, store, use and disclose your personal information only in accordance with Australian privacy laws.

If they find that your education provider has made a mistake or acted unfairly, they may ask Stanley College to:

  • apologise to you
  • change or reconsider a decision
  • change their policies or procedures
  • take some other action

If the internal or any external complaint handling or appeal process results in a decision that supports the student, Stanley College must immediately implement any decision and/or corrective and preventative action require and advise the students of the outcome. The final outcome of the external appeals process must be abided by both parties.

How to make a complaint with the Overseas Students Ombudsman

The Ombudsman’s office is open from 8.30 am to 5.00 pm Monday to Friday. We have easy access for people with disabilities.

Street Address: Level 12, St Martin’s Tower
Postal Address: Ombudsman Western Australia
 44 St Georges Terrace, PERTH WA 6000
 PO Box Z5386, St Georges Terrace, PERTH WA 6831
Telephone: (08) 9220 7555
Freecall: 1800 117 000 (toll free for country callers)
Facsimile: (08) 9325 1107
Email: mail@ombudsman.wa.gov.au

National Relay Service: TTY or modem users phone 133 677 and quote 9220 7555. Voice-only (speak and listen) users phone 1300 555 727 and quote 9220 7555.

Interpreter Service: Translating and Interpreting Services (TIS) National on 131 450.

Translations: This Information Sheet is available in other languages. Go to ‘Publications’ at www.ombudsman.wa.gov.au for details.

Information booklets from the ombudsman are available at the Stanley College Reception Desk and in the Student Support Office.

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