Complaints and appeals processes
Read our complaints and appeals processes for international students at Southern Queensland Institute of TAFE.
Informal complaints resolution
Formal complaints resolution
External complaints resolution
Informal complaints resolution
Students who are dissatisfied with academic decisions, procedural matters or any issues that directly relate to the successful completion of their course may take their grievance/appeal to:
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teacher
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student services (student counsellor)
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faculty director
The grievance/complaint can be presented in person or in writing.
Written form can be by e-mail, letter or Quality Improvement Request (QIR), obtainable for all administration offices. It can be addressed to any of the above.
Southern Queensland Institute of TAFE will then follow a set process to deal with the issue. The full QIR procedure can be provided on request.
More information is available in the Student Information Guide 2009.
For information regarding academic appeals please refer to TAFE Queensland Student Rules available from reception counters across all of our campuses.
Appeals are to be addressed to the Institute Director.
Formal complaints resolution
Follow the formal complaints process if the complaint cannot be resolved informally.
The process will begin within 10 days of lodging the formal complaint.
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A written (formal) complaint is to be lodged with the Faculty Director outlining the circumstances of the complaint/appeal.
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A written record of the complaint will be completed and a written statement of the outcome (to include details and reasons) will be provided once completed.
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The complainant will be given an opportunity to formally present his or her case at no cost to him or herself.
External complaints resolution
If it is not possible to resolve the dispute internally, via the process above, the Institute will provide arrangements for independent mediation to resolve the dispute.
Independent mediation is available through the Dispute Resolution Branch, Department of Justice and Attorney-General.
There are six Dispute Resolution Centres throughout Queensland.
The Brisbane Centre is located on the 13th Floor, Central Courts Building, 170 North Quay, QLD 4000. Contact details are: Tel: +61 7 3239 6269; Fax: +61 7 3239 6284.
Students outside Brisbane may use the Toll Free No: 1800 017 288. At present there is no fee for use of this service.
Nothing in the Institute's Grievance/Dispute Resolution Process negates the right of any overseas student to take action under Australia's consumer protection laws in the case of financial disputes.
Nothing in the Institute's Grievance/Dispute Resolution Process negates the right of any overseas student to pursue other legal remedies.
If a student is concerned about the actions of this Institute they may approach the State Authority for CRICOS Registration. In Queensland this is the Department of Education and Training. The Director-General of the Department of Education and Training has the power to suspend or cancel the Institute's registration if a breach of the requirements of registration provision is proved. Concerns about the conduct of the Institute should be addressed to The Senior Education Officer, Office of Non-State Education, Queensland Department of Education and Training, PO Box 33, Brisbane Albert St, QLD 4002. Complaints must be made in writing.
If the student chooses to access the Complaints and Appeals process Southern Queensland Institute of TAFE will maintain the student's enrolment while the complaints and appeals process is ongoing.
If the internal or external complaint handling or appeal process results in a decision that supports the student, Southern Queensland Institute of TAFE will immediately implement any decision and/or corrective and preventative action required and advise the student of the outcome.