Common use of COMPLAINTS AND APPEALS Clause in Contracts

COMPLAINTS AND APPEALS. Overview The ISP Complaints and Appeals Policy provides guidance to You, the student, school staff, agents and schools about the ISP complaints and appeals process and ensures that formal complaints and appeals relating to the ISP are addressed in a fair, confidential, transparent and compliant manner. Complainants are encouraged to resolve the matter informally in the first instance. The Department does not charge a fee to lodge a formal complaint or an appeal. The complaints and appeals process will commence within 10 working days of lodgement and all reasonable measures will be taken to finalise the outcome as soon as practicable. The complainant or appellant will be given an opportunity to present their case and may be assisted by a support person, provided that person does not have a conflict of interest. The Department will provide the complainant or appellant with a written statement of the outcome of the complaints or appeals, including detailed reasons for the outcome, within 10 working days of completion. An internal appeal written statement of the outcome will also inform the appellant of their right to access an external complaints and appeals process at minimal or no cost with the Victorian Ombudsman and will include contact details. The Department will comply with a decision or recommendation in favour of the complainant or appellant made as a result of an internal or external complaint or appeal. The Department will immediately implement the decision or recommendation and/or take the preventative or correction action required by the decision and advise the complainant or appellant of that action. This Agreement, and the right to make complaints and seek appeals of decisions and actions under various school and Department processes, does not affect Your right to take action under the Australian Consumer Law if the Australian Consumer Law applies. Formal complaints Complainants can lodge a formal complaint with the Department using the ISP Complaints Form if the matter has not been satisfactorily resolved informally. The completed ISP Complaints Form should be emailed to xxx.xxxxxxx@xxxxxxxxx.xxx.xxx.xx and should clearly outline the student’s name and ID, the reason for the complaint and what outcome the complainant is seeking. Formal complaints will be directed to a manager within IED who is best placed to resolve the matter. If the complaint is not related to the ISP, the Department may determine that the matter is best dealt with through the Department’s Parent Complaint Policy – Victorian government schools and direct the complainant to this process. Internal appeals Applicants can request an internal appeal if they believe the Department has made an error in relation to the outcome of a formal complaint or if they wish to appeal any other decision relating to a student’s enrolment, including refunds and fee-waivers. Appeals must be lodged within 20 working days from the date of written notification from the Department of the complaint outcome or from when they are informed of a decision in relation to another matter. Appellants should complete and submit the ISP Appeals Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website. Appeal applications should be emailed to xxx.xxxxxxx@xxxxxxxxx.xxx.xxx.xx. The appeal application must set out the reasons for requesting a review and outline what outcome the appellant is seeking. The application and any supporting documentation should provide enough detail for the reviewer to make an informed decision about the request for appeal. Internal appeals will be dealt with by a senior departmental staff member who was not involved in the original decision or complaint. Each appeal request will be considered on its merits in conjunction with any supporting documentation provided. A student’s enrolment will be maintained during an internal appeal, except in the case of an expulsion due to non-payment of fees. However, the Department may suspend or cancel the enrolment of a student at any time if the student’s health and wellbeing, or the wellbeing of others, is likely to be at risk. External complaints and appeals As the Department is a public provider, the Victorian Ombudsman deals with complaints and external appeals relating to the ISP. Parents, international students and education agents can make a complaint to the Victorian Ombudsman at any time through their website: xxx.xxxxxxxxx.xxx.xxx.xx. Please note, the Victorian Ombudsman may ask the complainant or appellant to first access the ISP complaints and appeals process before dealing with the matter. In most cases, the purpose of the external appeals process is to consider whether the Department has followed its policies and procedures, rather than to make a decision in place of the Department. A student’s enrolment will be maintained during an external appeal process, except in the case of an expulsion due to non-payment of fees. Child Safe Standards The Department and all Victorian government schools are committed to the safety and wellbeing of all children and young people. We demonstrate this commitment by providing information, support and processes to our students, staff and families to provide for students’ safety and wellbeing, and to help create child safe environments appropriate for their diverse backgrounds. For information about Child Safe Standards visit: xxxxx://xxx0.xxxxxxxxx.xxx.xxx.xx/pal/child-safe-standards/policy. For Information on the Reportable Conduct Scheme visit: xxxxx://xxxx.xxx.xxx.xx/reportable-conduct-scheme/.

COMPLAINTS AND APPEALS. Overview The ISP Complaints and Appeals Policy provides guidance to and Process Guide allows You, the student, school staff, agents and schools to make a complaint or appeal about any aspect of the ISP ISP. All complaints and appeals process will be treated fairly and ensures that formal complaints and appeals relating to the ISP are addressed in a fair, confidential, transparent and compliant mannerconfidentially. Complainants are encouraged to resolve the matter informally in the first instance. The Department does not charge a There is no fee to lodge a formal complaint or an appeal. The complaints and appeals process will commence within 10 working days of lodgement and all reasonable measures will be taken to finalise the an outcome as soon as practicablepossible. The complainant or appellant Complainants will be given an opportunity to present their case and may be assisted by can bring a support personperson to assist them, provided that person does not have a conflict of interest. The Department will provide the complainant or appellant with a A written statement of the outcome of the all formal complaints or appeals, including detailed reasons for the outcome, will be provided within 10 working days of completionthe matter reaching conclusion. An internal appeal written statement Persons dissatisfied with the outcome of the outcome will also inform the appellant of their right to access an external formal complaints and appeals process at minimal or no cost with can seek resolution through the Victorian Ombudsman at no additional cost. See the ‘External Complaints and will include contact Appeals’ section below for further details. The Department IED will comply with a decision or recommendation in favour of the complainant or appellant complainant, made as a result of an internal or external complaint or appeal. The Department IED will immediately implement the decision or recommendation and/or take the immediately and taken any necessary preventative or correction action required by required. Please refer to the decision ISP Complaints and advise Appeals Process Guide available at xxx.xxxxx.xxx.xxx.xx. under Brochures and Forms for detailed guidance on the complainant steps that can be taken to make a complaint or appellant of that actionlodge an appeal. This Agreement, and the right to make complaints and seek appeals of decisions and actions under various school and Department DET processes, does not affect Your right to take action under the Australian Consumer Law if the Australian Consumer Law applies. Formal complaints Complainants can lodge a formal complaint with the Department using the ISP Complaints Form if the matter has not been satisfactorily resolved informally. The completed ISP Complaints Form should be emailed to xxx.xxxxxxx@xxxxxxxxx.xxx.xxx.xx and should clearly outline the student’s name and ID, the reason for the complaint and what outcome the complainant is seeking. Formal complaints will be directed to a manager within IED who is best placed to resolve the matter. If the complaint is not related to the ISP, the Department may determine that the matter is best dealt with through the Department’s Parent Complaint Policy – Victorian government schools and direct the complainant to this process. Internal appeals Applicants can request an internal appeal if they believe the Department has made an error in relation to the outcome of a formal complaint or if they wish to appeal any other decision relating to a student’s enrolment, including refunds and fee-waivers. Appeals must be lodged within 20 working days from the date of written notification from the Department of the complaint outcome or from when they are informed of a decision in relation to another matter. Appellants should complete and submit the ISP Appeals Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website. Appeal applications should be emailed to xxx.xxxxxxx@xxxxxxxxx.xxx.xxx.xx. The appeal application must set out the reasons for requesting a review and outline what outcome the appellant is seeking. The application and any supporting documentation should provide enough detail for the reviewer to make an informed decision about the request for appeal. Internal appeals will be dealt with by a senior departmental staff member who was not involved in the original decision or complaint. Each appeal request will be considered on its merits in conjunction with any supporting documentation provided. A student’s enrolment will be maintained during an internal appeal, except in the case of an expulsion due to non-payment of fees. However, the Department may suspend or cancel the enrolment of a student at any time if the student’s health and wellbeing, or the wellbeing of others, is likely to be at risk. External complaints and appeals As the Department is a public provider, the Victorian Ombudsman deals with complaints and external appeals relating to the ISP. Parents, international students and education agents can make a complaint to the Victorian Ombudsman at any time through their website: xxx.xxxxxxxxx.xxx.xxx.xx. Please note, the Victorian Ombudsman may ask the complainant or appellant to first access the ISP complaints and appeals process before dealing with the matter. In most cases, the purpose of the external appeals process is to consider whether the Department has followed its policies and procedures, rather than to make a decision in place of the Department. A student’s enrolment will be maintained during an external appeal process, except in the case of an expulsion due to non-payment of fees. Child Safe Standards The Department and all Victorian government schools are committed to the safety and wellbeing of all children and young people. We demonstrate this commitment by providing information, support and processes to our students, staff and families to provide for students’ safety and wellbeing, and to help create child safe environments appropriate for their diverse backgrounds. For information about Child Safe Standards visit: xxxxx://xxx0.xxxxxxxxx.xxx.xxx.xx/pal/child-safe-standards/policy. For Information on the Reportable Conduct Scheme visit: xxxxx://xxxx.xxx.xxx.xx/reportable-conduct-scheme/..

COMPLAINTS AND APPEALS. Overview The ISP Complaints and Appeals Policy provides guidance to and Process Guide allows You, the student, school staff, agents and schools to make a complaint or appeal about any aspect of the ISP ISP. All complaints and appeals process will be treated fairly and ensures that formal complaints and appeals relating to the ISP are addressed in a fair, confidential, transparent and compliant mannerconfidentially. Complainants are encouraged to resolve the matter informally in the first instance. The Department does not charge a There is no fee to lodge a formal complaint or an appeal. The complaints and appeals process will commence within 10 working days of lodgement and all reasonable measures will be taken to finalise the an outcome as soon as practicablepossible. The complainant or appellant Complainants will be given an opportunity to present their case and may be assisted by can bring a support personperson to assist them, provided that person does not have a conflict of interest. The Department will provide the complainant or appellant with a A written statement of the outcome of the all formal complaints or appeals, including detailed reasons for the outcome, will be provided within 10 working days of completionthe matter reaching conclusion. An internal appeal written statement Persons dissatisfied with the outcome of the outcome will also inform the appellant of their right to access an external formal complaints and appeals process at minimal or no cost with can seek resolution through the Victorian Ombudsman at no additional cost. See the ‘External Complaints and will include contact Appeals’ section below for further details. The Department IED will comply with a decision or recommendation in favour of the complainant or appellant complainant, made as a result of an internal or external complaint or appeal. The Department IED will immediately implement the decision or recommendation and/or immediately and take the any necessary preventative or correction action required by required. Please refer to the decision ISP Complaints and advise Appeals Process Guide available at xxx.xxxxx.xxx.xxx.xx. under Brochures and Forms for detailed guidance on the complainant steps that can be taken to make a complaint or appellant of that actionlodge an appeal. This Agreement, and the right to make complaints and seek appeals of decisions and actions under various school and Department DET processes, does not affect Your right to take action under the Australian Consumer Law if the Australian Consumer Law applies. Formal complaints Complainants can lodge a formal complaint with the Department using the ISP Complaints Form if the matter has not been satisfactorily resolved informally. The completed ISP Complaints Form should be emailed to xxx.xxxxxxx@xxxxxxxxx.xxx.xxx.xx and should clearly outline the student’s name and ID, the reason for the complaint and what outcome the complainant is seeking. Formal complaints will be directed to a manager within IED who is best placed to resolve the matter. If the complaint is not related to the ISP, the Department may determine that the matter is best dealt with through the Department’s Parent Complaint Policy – Victorian government schools and direct the complainant to this process. Internal appeals Applicants can request an internal appeal if they believe the Department has made an error in relation to the outcome of a formal complaint or if they wish to appeal any other decision relating to a student’s enrolment, including refunds and fee-waivers. Appeals must be lodged within 20 working days from the date of written notification from the Department of the complaint outcome or from when they are informed of a decision in relation to another matter. Appellants should complete and submit the ISP Appeals Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website. Appeal applications should be emailed to xxx.xxxxxxx@xxxxxxxxx.xxx.xxx.xx. The appeal application must set out the reasons for requesting a review and outline what outcome the appellant is seeking. The application and any supporting documentation should provide enough detail for the reviewer to make an informed decision about the request for appeal. Internal appeals will be dealt with by a senior departmental staff member who was not involved in the original decision or complaint. Each appeal request will be considered on its merits in conjunction with any supporting documentation provided. A student’s enrolment will be maintained during an internal appeal, except in the case of an expulsion due to non-payment of fees. However, the Department may suspend or cancel the enrolment of a student at any time if the student’s health and wellbeing, or the wellbeing of others, is likely to be at risk. External complaints and appeals As the Department is a public provider, the Victorian Ombudsman deals with complaints and external appeals relating to the ISP. Parents, international students and education agents can make a complaint to the Victorian Ombudsman at any time through their website: xxx.xxxxxxxxx.xxx.xxx.xx. Please note, the Victorian Ombudsman may ask the complainant or appellant to first access the ISP complaints and appeals process before dealing with the matter. In most cases, the purpose of the external appeals process is to consider whether the Department has followed its policies and procedures, rather than to make a decision in place of the Department. A student’s enrolment will be maintained during an external appeal process, except in the case of an expulsion due to non-payment of fees. Child Safe Standards The Department and all Victorian government schools are committed to the safety and wellbeing of all children and young people. We demonstrate this commitment by providing information, support and processes to our students, staff and families to provide for students’ safety and wellbeing, and to help create child safe environments appropriate for their diverse backgrounds. For information about Child Safe Standards visit: xxxxx://xxx0.xxxxxxxxx.xxx.xxx.xx/pal/child-safe-standards/policy. For Information on the Reportable Conduct Scheme visit: xxxxx://xxxx.xxx.xxx.xx/reportable-conduct-scheme/..