COMPLAINTS AND APPEAL PROCEDURE
PolicyIH Sydney Training Services (referred to as IH Sydney) endeavours to satisfy all of its students at allstages of their enrolment and tuition.
Grievance processing encourages and maintains respect and fair treatment. Part of this respectful
approach is maintaining a student’s enrolment throughout the procedure in the case where astudent chooses to access this process. However, where IH Sydney deems it necessary to protect thehealth and well - being of any student or staff member, it reserves the right to restrict access to itspremises from any individual(s) during the process of reviewing a complaint or appeal.
IH Sydney will ensure that appropriate corrective and preventative actions are implemented
immediately where a decision from internal or any external process supports the student. In allcases, advice of the outcome is provided to the student in writing.

Practice

We shall readily and openly receive, manage and respond to allegations involving the conduct of:
1. Our business, trainers and assessors and other staff.
2. Any third-party providing services on behalf of College and including education agents.
3. Any student or client of our business.
We shall resolve all complaints and appeals in a fair, effective, transparent and efficient manner toensure a minimum of disruption to our business without detriment to the Student or complainant.
We shall not exclude any person from training for which they have paid while we investigate andrespond to a complaint or appeal lodged by them or on their behalf.
We shall not subject a complainant or appellant to any harassment, coercion, or other derogatory
action while we investigate and respond to a complaint or appeal lodged by them or on their behalf.
We shall not charge a fee for the investigation and response to any complaint or appeal.

Definitions
Informal complaint
A matter which has a minor impact on the services provided by our business, for which thecomplainant does not feel will require significant action to resolve i.e. the air conditioning is too cold
or not working.
Formal complaint
A matter which has a medium to significant impact on the services provided by our business, forwhich the complainant feels will require significant action to resolve and will severely impact on
their training and its outcomes

Complaints and Appeals Policy V2.0 Feb 2021
IH Sydney Training Services
RTO Code: 91109 CRICOS Code: 02623G

AppealAn appeal is a request for the review of a decision regarding:
1. Assessment decisions made by our trainers; or
2. Suspension or exclusion from our training.
Note: Complaints may be reviewed but the results can’t be appealed.

General principles
General principles applying to all stages of this complaints and appeal process which will be adhered
to are:1. The Appellant and Respondent will have an opportunity to present their case at each stage of theprocess;2. The Appellant and Respondent have the option of being accompanied or assisted by a third party(such as a family member, friend or counsellor) if they so desire;
3. The Appellant and the Respondent will not be discriminated against or victimised;
4. At all stages of the process, discussions relating to conduct of the assessment and methods used
to assess the student will be recorded in writing. Reasons and a full explanation in writing for thedecisions and actions taken as part of this process will be provided to the Appellant and/orRespondent if requested;
5. Records of all appeals will be kept for a period of 5 years. These records will be kept strictly
confidential and stored off site in secure storage; and6. The Appellant shall have access to this process at no cost during the time of the appeal process,but a minimal fee will be applied for access to records in storage after the process has completed.

Who can make a complaint or lodge an appeal
Complaints may be made by:• A student of IH Sydney;• A representative of a student of IH Sydney.
Appeals may only be made by students of IH Sydney.

Level of authority for managing complaints and appeals
Informal complaints and appeals
Due to the nature and possible outcomes of informal complaints and appeals, the authority to deal
with informal complaints and appeals is any person be it a trainer or other staff member.
It is generally expected and accepted that informal complaints and their outcomes will not berecorded.
Formal complaints and appeals
Due to the nature and possible outcomes on our business the authority to deal with formal
complaints and appeals lies with the Program Manager.

Complaints and Appeals Policy V2.0 Feb 2021
IH Sydney Training Services
RTO Code: 91109 CRICOS Code: 02623G

Procedure

Informal procedure
The trainer, assessor or other staff member receiving an informal complaint will make all efforts toaddress the concerns of the student or complainant through an informal exchange of information,with a view to clarifying and understanding the nature of the complaint and attempting to resolve
the issues presented.
Once the nature of the complaint is found the trainer, assessor or other staff member is required towork with the student or complainant to close the complaint with an agreed outcome.
If the outcome will incur a cost to our business, the Director of Business is to be notified for theexpenditure to be approved and actioned.

Formal complaint procedure
Principles of resolution
IH Sydney is committed to developing a procedurally fair complaints and appeals process that is
carried out free from bias, following the principles of natural justice. Through this policy andprocedure, we ensure that complaints and appeals:
1. Are responded to in a professional, consistent and transparent manner.
2. Are responded to promptly, fairly, objectively, with sensitivity and confidentiality.
3. Can be made at no cost to the individual.
4. Are used as an opportunity to identify potential causes of the complaint or appeal and takeactions to prevent the issues from recurring as well as identifying any areas for improvement.
5. College will inform all persons or parties involved in any allegations made as well as providingthem with an opportunity to present their side of the matter.
6. There are no charges for students to submit a complaint or appeal to IH Sydney, or to seek
information or advice about doing so.
NOTE: Nothing in this policy and procedure limits the rights of an individual to act under Australia’s
Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal
remedies.
Making a complaint or appeal
Complaints about a particular incident should be made as soon as possible after the incident
occurring and no more than 10 working days after the incident.
Appeals of an assessment decision must be made within 5 working days of the assessment decision.
Appeals of a decision to report course progress must be made within 20 working days of the originaldecision to report being made.
When making a complaint or appeal, provide as much information as possible to enable the College
to investigate and determine an appropriate solution. This should include:
1. The issue you are complaining about or the decision you are appealing – describe what happened
and how it affected you;
2. Any evidence you have to support your complaint or appeal;
3. Details about the steps you have already taken to resolve the issue; and4. Suggestions about how the matter might be resolved.
Complaints and Appeals Policy V2.0 Feb 2021
IH Sydney Training Services
RTO Code: 91109 CRICOS Code: 02623G

The student or complainant will:
1. Be required to submit their formal complaint or appeal in writing;
2. Have an opportunity to present their case at each stage of the procedure; and3. Have the option of being accompanied or assisted by a third party (such as a family member,friend or counsellor) if they so desire
4. Submit using the approved form in Canvas; or
5. Download the form in Canvas and submit to enquires@ihbc.edu.au
To submit an appeal student’s can either:• Bring the completed form to their scheduled ITR Meeting; or• Submit to the Program manager via email.
The Program Manager will acknowledge receipt of the complaint and advise investigation has begun
within 10 working days.
At all stages of the process, discussions relating to complainants and appeals will be recorded inwriting.
Reasons and a full explanation in writing for the decisions and actions taken as part of this procedure
will be provided to the Complainant and/or Respondent.

Complaint Management

Stage one
Person involved in the investigation:
1. Program Manager,
2. Complainant, and
3. Person subject to the complaint (if applicable).
The Program Manager, will then assess the complaint, investigate, determine the outcome andadvise the student or complainant in writing of their decision within 30 working days of thecomplaint being lodged, including their right to access Stage Two of this procedure if they are notsatisfied with the outcome of Stage One.
Stage twoIf the Complainant is not satisfied with the Stage One outcomes, they may lodge an application forreview in writing to the Quality Assurance Manager.
The complaint or appeal will then be determined by the Quality Assurance Manager, considering:
1. The nature of the complaint or appeal,
2. The evidence provided,
3. The outcomes determined,
4. The Standards for Registered Training Organisations 2015,
5. The ESOS Act, 2018; and6. National Code of Practice for Providers of Education and Training to Overseas Students 2018.
The Quality Assurance Manager will conduct all necessary consultations with the complainant,respondent and any other relevant persons and make a determination.
Complaints and Appeals Policy V2.0 Feb 2021
IH Sydney Training Services
RTO Code: 91109 CRICOS Code: 02623G

The complainant will be advised in writing of the outcome of their review, including the reasons forthe decision, within 15 working days and advised of their right to access Stage Three of thisprocedure if they are not satisfied with the outcome of Stage Two.
Stage threeIf the student or complainant is not satisfied with the outcome of Stage two they must advise inwriting that they are not satisfied with outcome of Stage Two and that they are escalating thematter to, independent mediation through a mediation service.
This may include:
Domestic Students
National Training Complaints Hotline:
The National Training Complaints Hotline is a national service for consumers to register complaints
concerning vocational education and training. The service refers consumers to the appropriate
agency/authority/jurisdiction to assist with their complaint. Consumers can register a complaint
with the National Training Complaints Hotline by:
Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.
Email: ntch@education.gov.auInternational Students
The Overseas Student Ombudsman (OSO)International students may complain to the OSO if their complaint is in relation to the College:
1. refusing admission to a course
2. course fees and refunds
3. course or provider transfers
4. cancellation of enrolment
5. accommodation or work arranged by your provider
6. incorrect advice given by an education agent.
7. if you believe we have failed to take action or are taking too long to take some action. This might
include (for example), failing to provide your results in the normal timeframe, or failing toprovide services included your written agreement with College.
The OSO may not be able to investigate your complaint if you have not already exhausted our formalinternal complaints process as above.
Please refer to the following website if you are considering making a complaint:
http://www.ombudsman.gov.au/making-a-complaint/overseas-students#quality-of-educationprovider
Note: The timeline for finalisation of complaints may be extended beyond 21 days but must notextend beyond 60 days from lodgement.

Appeals Management
Stage one
Person involved in the investigation:
1. Program Manager,Complaints and Appeals Policy V2.0 Feb 2021
IH Sydney Training Services
RTO Code: 91109 CRICOS Code: 02623G

2. Student, and3. Trainer (if applicable).
The Program Manager, will then assess the appeal, investigate, determine the outcome and advise
the student in writing of their decision within 20 working days of the appeal being lodged, including
their right to access Stage two of this procedure if they are not satisfied with the outcome of Stage
One.
Stage twoIf the student or complainant is not satisfied with the outcome of Stage one, they must advise inwriting that they are seeking external mediation within 5 working days of the outcome of yourappeal by lodging a complaint with the Overseas Student Ombudsman.
Please refer to the following website if you are considering making a complaint:
http://www.ombudsman.gov.au/making-a-complaint/overseas-students#quality-of-educationprovider

Continuing students
Whereby a student makes a complaint or appeal, or another person makes a complaint on behalf ofa student, such student shall not be excluded from any training or training related activities during
the investigation and subsequent reviews.
This does not apply to any complaint or appeal which is determined to be a non-complying
complaint.

Non - complying complaints and appeals
Any complaint or appeal which contains threats of violence, clearly identifies a breach of AustralianLaws or actions against the rules of IH Sydney shall be deemed non - complying and will not be
considered under the terms of this procedure.
Further any threats or breach of Australian Law shall be reported to the most appropriate law
enforcement agency.

Records of formal complaints and appeals
Records of all complaints and appeals will be kept for a period of 5 years. These records will be kept
strictly confidential and stored in secure storage.
All documentation relating to the complaint or appeal including notes of the investigation are to be
stored in Sharepoint for review by the Executive team and a copy of the final determination andoriginal written complaint or appeal is to be placed in the students file.

Complaints and Appeals Policy V2.0 Feb 2021
IH Sydney Training Services
RTO Code: 91109 CRICOS Code: 02623G