Scotch College

Policies for Overseas Students

Complaints and Appeals Policy for Overseas Students

1. Purpose

1. The purpose of Scotch College’s Complaints and Appeals Policy is to provide an Overseas Student with the opportunity to access procedures to facilitate the resolution of a dispute or complaint.
2. The internal complaints and appeals processes are conciliatory and non-legal.

2. Complaints against other students

Grievances brought by a student against another student will be dealt with as described in the Guide to Scotch College handbook.

3. Informal Complaints Resolution

1. In the first instance, Scotch College requests there is an attempt to informally resolve the issue through mediation/informal resolution of the complaint.
2. Students should contact the Head of Year or Head of Middle/Upper School in the first instance to attempt mediation/informal resolution of the complaint.
3. If the matter cannot be resolved through mediation, the matter will be referred to the Principal or Vice Principal and Scotch College’s internal formal complaints and appeals handling procedure will be followed. Depending upon the nature of the complaint, other staff may also be involved, e.g. boarding issues may involve the Head of Boarding House or Dean of Boarding, specific issues relating to an academic subject may involve the Head of Department.

4. Formal Complaints Handling Procedure

1. The process of this grievance procedure is confidential and any complaints or appeals are a matter between the parties concerned and those directly involved in the complaints handling process.
2. The student must notify the College in writing of the nature and details of the complaint or appeal.
3. Written complaints or appeals are to be lodged with the Principal.
4. Where the internal complaints and appeals process is being accessed because the student has received notice by the College that the College intends to report him for unsatisfactory course attendance, unsatisfactory course progress or suspension or cancellation of enrolment, the student has 20 days from the date of notification in which to lodge a written appeal.
5. Internal complaints and appeals processes are available to students at no cost.
6. Each complainant has the opportunity to present his/her case to the Principal or Vice Principal.
7. Students may be accompanied and assisted by a support person at all relevant meetings.
8. The formal grievance process will commence within 10 working days during term time of the lodgement of the complaint or appeal with the Principal.
9. Once the Principal/Vice Principal has come to a decision regarding the complaint or appeal, the student will be informed in writing of the outcome and the reasons for the outcome.
10. If the grievance procedure finds in favour of the student, Scotch College will immediately implement the decision and any corrective and preventative action required.
11. Scotch College undertakes to finalise all grievance procedures within 14 working days.
12. For the duration of the appeals process, the student is required to maintain enrolment and attendance at all classes as normal, unless directed otherwise by the Principal/Vice Principal.
13. Students who have had an application for deferment or suspension refused are not permitted to access the College’s complaints and appeals process.

5. External Appeals Process

1. If the complaints procedure does not find in favour of the student or the student is dissatisfied with the result of the complaints procedure, he will be informed of the external complaints and appeals process available to them at minimal or no cost.
2. If you wish to lodge an external appeal or complain about a decision, you can contact the Overseas Students Ombudsman. The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their private education or training provider. See the Overseas Students Ombudsman website www.oso.gov.au or phone 1300 362 072 for more information.