Complaints and Appeals Policy
Principle Alignment
This policy embodies:
- Bushidō (Way of Integrity): Commitment to fairness, impartiality, and justice in complaint/appeal handling, with protection from reprisal.
- Omoiyari (Anticipatory Compassion): Respectful, prompt engagement that prioritises the welfare of all parties—including the option for indirect process in sensitive cases, and support from the Wellbeing Advisor.
- Kaizen (Continuous Improvement): Systemic analysis of complaint/appeal data to drive ongoing quality improvement in College systems and relationships.
1. Purpose
To ensure all complaints and appeals regarding ASC services, decisions, conduct, or assessments are managed impartially, confidentially, proportionately, and in compliance with the Standards for RTOs—supporting wellbeing, transparency, and continuous improvement.
2. Scope
Applies to all ASC students (Diploma, short courses, CPD, online), staff, contractors, and clients with a direct interest in College functions, services, or decisions.
3. Definitions
| Term | Definition |
|---|---|
| Complaint | Dissatisfaction or concern regarding any aspect of ASC (services, process, decision, conduct, etc). Can be lodged by students, staff, or clients. |
| Formal Complaint | Submitted via official Complaints & Feedback Form, logged for College investigation. |
| Informal Complaint | Raised verbally or in writing, aimed at local resolution and often involving no formal investigation immediately. |
| Appeal | A request to reconsider an ASC decision (e.g. assessment, complaint outcome, process). |
| Academic Appeal | Challenge specifically to assessment/grading, RPL/credit transfer, or progression decisions. |
| Applicant | Person (student, staff, client) making a complaint or appeal. |
| Respondent | Person/party the complaint/appeal is about. |
| Independent Reviewer | An independent reviewer is a person with no involvement in the original decision, complaint investigation, or respondent line management. They may be an internal staff member appointed for the purpose or an external consultant/professional, as determined by the QA Director |
| Wellbeing Advisor | The College staff or appointee specifically available to provide support and help ensure dignity/sensitivity in process. |
| Vilification | Conduct that incites hatred, serious contempt, or severe ridicule of a person or group based on a protected attribute such as race, religion, ethnicity, or national origin. Includes antisemitism, Islamophobia, and other forms of religiously or ethnically motivated hatred. See also the Code of Conduct Policy – Students and Staff (Section 3 — Definitions) for a full list of relevant defined terms. |
4. Policy Statement
- ASC maintains clearly defined, accessible complaints and appeals procedures for all members of the community—students, staff, or clients—covering conduct, decisions, assessments, and service delivery.
- The ASC Complaints and Appeals Policies and Procedures are designed to be fair and just throughout the process by being:
- Easily accessible to all parties through the resource area of the website
- Clear in the procedures for making complaints or requesting appeals
- All parties (applicant and respondent) are treated with fairness and respect, and no one is disadvantaged or penalised for raising or responding to a bona fide complaint or appeal.
- The ASC includes the option for external 3rd party review of the outcomes of a complaint/appeal upon request of the affected party in the event that resolution of the complaint/appeal has failed through internal processes
- Records of all complaints/appeals, and their outcomes, are kept confidential and securely filed in accordance with the Records Retention & Archiving Policy.
- Internal resolution pathways must be exhausted before external processes are invoked; multiple, simultaneous channels will be consolidated.
- Vexatious, frivolous, or abusive complaints will not be processed after reasonable assessment, and applicants may be subject to disciplinary measures if the process is being misused.
- ASC is committed to identifying the root causes of complaints/appeals to support lasting improvement appeals and undertake appropriate corrective action to prevent or minimise the likelihood of recurrence.
- There is no cost to the student or appellant for lodging a complaint or requesting an internal review. ASC bears all internal investigation and review costs.
5. Complaints and Appeals Framework
5.1 Local/Informal Resolution
- All community members are encouraged to address concerns initially at the local level, directly and privately with the relevant person/department, if safe and appropriate.
- Mediation may be offered with the involvement of a Director, Wellbeing Advisor (for student or sensitive matters), or a designated independent facilitator.
- ASC recognises that in some situations (especially for discrimination, vilification (including antisemitism, Islamophobia, racism, or other religiously or ethnically motivated conduct), bullying, harassment, or trauma, or complex power imbalances), a face-to-face meeting may not be appropriate. In these cases, written-only, indirect, or third-party supported resolution is available.
- Informal complaints, even when verbally raised and resolved, must be logged by Admin in the Complaints & Appeals Register for audit and improvement analysis.
5.2 Formal Complaints
Who may lodge: Any ASC student, staff member, or client may submit a formal complaint and reasonably expect it will be managed fairly and confidentially, with no cost for internal processes.
Lodgement: Complaints are submitted via the Complaints and Feedback Form — online, by email, or in person — within 21 days of the complaint event (14 days for academic matters). Late cases require demonstration of exceptional circumstance.
Sensitive complaints: Complaints involving vilification, antisemitism, Islamophobia, or other religiously or ethnically motivated conduct may be directed to the Wellbeing Advisor in the first instance, who can provide support and assist the complainant in navigating the formal process. The Wellbeing Advisor is available at any stage of a vilification complaint. Where the nature of a complaint involves discrimination, harassment, or wellbeing, the applicant may request not to meet directly with the respondent. Written-only, indirect, or third-party-supported resolution is available. ASC will take particular care in these matters to ensure the complainant feels safe and supported throughout the process and to ensure that the cultural or religious dimensions of the matter are handled with sensitivity.
Acknowledgement: Complaints are acknowledged within 7 days of lodgement, and logged by the Director — Student Services and Administration, or a delegate where a conflict of interest exists.
Investigation: An investigation is conducted on the balance of probabilities, with all parties given a fair and confidential opportunity to present information verbally or in writing, accompanied by a support person if they choose. No party is compelled to meet face-to-face where that is inappropriate. The respondent is given written details of the complaint and a fair opportunity to respond. ASC may engage an external person to conduct or review the investigation for transparency.
Decision: A decision is reached — typically within 28 days — and all parties are notified in writing, with reasons and information about the right of appeal.
The step-by-step operational process for lodging, acknowledging, investigating, determining, and closing a formal complaint is set out in the Student Complaint or Appeal Lodgement and Resolution Procedure.
5.3 Internal Review Timeframes
| Milestone | Timeframe | Standard Reference |
| Acknowledge receipt of complaint | 5 business days | 2.7, 2.8 |
| Initial assessment and decision | 21 calendar days | 2.7, 2.8 |
| Internal review (if requested) | 21 calendar days | 2.8 |
5.3 Submitting an Appeal (Non-Academic)
Any party dissatisfied with the outcome of a formal complaint may appeal on reasonable grounds — including unfairness, bias, or new evidence — within 14 days of receiving the written outcome. Appeals are reviewed by a Director or the Board, as appropriate, who were not involved in the original decision. The final appeal decision is provided in writing within 21 days of receipt, with reasons and information about external review options if applicable.
The step-by-step operational process for lodging and managing non-academic appeals is set out in the Student Complaint or Appeal Lodgement and Resolution Procedure.
5.4 Academic Appeals (Assessment Decisions)
- Step 1: Student first raises the assessment decision with the relevant teacher/assessor and may request clarification, remarking, or reconsideration.
- Teacher/assessor may, if warranted, re-assess, moderate with a second marker, or issue a formal written response with rationale.
- Step 2:
If not resolved, escalate in writing to Director – Curriculum and Educational Content, who may consult with the Board or another qualified assessor for further review/reassessment. A new assessment is conducted if warranted. - Final Step:
Written notification of the outcome is provided within 21 days of formal appeal; if unresolved, guidance for external appeal is included.
5.5 External Review Options
- After completion of internal processes, if an applicant remains dissatisfied with the outcome of the appeal, they may seek external/independent review/mediation through:
- ASQA: https://www.asqa.gov.au/complaints
- Victorian Ombudsman: https://www.ombudsman.vic.gov.au/
- Consumer Affairs Victoria, Safe Work Australia, or other agencies as appropriate
- For complaints involving discrimination, vilification, or hate-based conduct, external review may also be sought through:
- Victorian Equal Opportunity and Human Rights Commission (VEOHRC): www.humanrightscommission.vic.gov.au
- Australian Human Rights Commission (AHRC): www.humanrights.gov.au
- ASC will support external review with records/process evidence as required.
5.6 Special Considerations/Safeguards
- Sensitive complaints (discrimination, vilification (including antisemitism, Islamophobia, racism, or other religiously or ethnically motivated conduct), bullying, harassment, or trauma) do not require face-to-face meetings; Wellbeing Advisor involvement is available and recommended.
- Accessible, culturally respectful communication will be supported for all parties.
- Where a complaint involves vilification, antisemitism, Islamophobia, or conduct motivated by race, religion, or ethnicity, ASC will take particular care to ensure the complainant feels safe and supported throughout the process. This includes access to the Wellbeing Advisor, the option for written-only communication, and sensitivity to the cultural or religious dimensions of the matter. ASC recognises that vilification complaints may have a significant impact on the complainant’s sense of safety and belonging within the College community.
5.7 Vexatious, Frivolous, or Serial Complaints
- ASC will not pursue complaints identified (with care) as vexatious, harassing, or intended to disrupt College functions; complainants may face disciplinary consequences under the Code of Conduct if using the framework maliciously.
- Where repeated complaints on the same issue are made after exhaustion of all avenues, the Board/Executive may close further action with written notification.
6. Confidentiality, Records, and Reporting
- All documentation related to complaints/appeals is confidential and stored securely for at least 7 years as per the Records Retention & Archiving Policy.
- Access to complaint records is restricted to Directors, relevant managers, or as legally mandated.
- Register and process outcomes are reviewed at Board/Directors meetings for continuous improvement.
7. Quality Assurance and Continuous Improvement
- The Complaints and Appeals Register is analysed for patterns, systemic improvement, and policy/procedure updates as part of the Quality Assurance and Continuous Improvement Policy cycle.