(1) The main purpose of this Policy is to provide a framework within which: (2) This policy applies to students, staff, contractors, third-party service providers and visitors involved in a student or student-related complaint or appeal. (3) This policy also applies where a complaint relates to a decision-making process applied under another policy, where it provides an alternative appeal or means of complaint process. (4) Melbourne Polytechnic is committed to providing students with a supportive and inclusive learning environment. As part of this commitment, Melbourne Polytechnic acknowledges that student complaints may arise from time to time. Melbourne Polytechnic recognises that addressing student complaints in a respectful, timely and responsible manner and at no cost to students, benefits everyone involved and contributes to the continuous improvement of the institute as a whole. (5) Melbourne Polytechnic treats disclosures and/or formal reports of sexual harassment and sexual assault as a priority with the safety and wellbeing of students’ paramount to the institute’s response. (6) In managing student complaints and appeals, Melbourne Polytechnic is guided by the following principles and best practice guidelines[1]: (7) This policy applies to Complainants that are: (8) The Chief Executive or their delegate have absolute discretion to extend the application of this policy to include complaints beyond the 12-month periods as outlined in point 7(a). (9) The four key steps Melbourne Polytechnic undertakes to address student complaints or appeals are as follows: (10) Wherever appropriate and applicable, student complaints should be received, assessed and resolved as soon as possible through by contacting: (11) Note: Melbourne Polytechnic acknowledges that there may be instances where this step is not appropriate or applicable, for example, if a student does not feel comfortable doing so. (12) If resolution at a local level does not occur or is not appropriate or applicable, the Complainant may lodge a written complaint with Melbourne Polytechnic for investigation. (13) Please note: If a complaint is submitted anonymously, it can impact Melbourne Polytechnic’s ability to seek further information and to progress a complaint. (14) If the Complainant is aggrieved with the process or outcome of the initial written complaint, they can request an internal review of the decision. (15) If the Complainant is aggrieved with the process or outcome of the internal appeal, they can request an external review of the decision by an independent body, appointed by the Chief Executive, and paid for by Melbourne Polytechnic. (16) Melbourne Polytechnic has a number of academic policies and procedures (see Related Documents in Section 5) which have review and/or appeals process embedded within them. The processes in the appropriate academic policy or procedure should be followed in the first instance. If after following the appropriate academic process a student is aggrieved with the process followed, they can lodge a written complaint requesting the process be investigated. (17) Under this framework: (18) When a complaint is received, it will be recorded and acknowledged in writing within five (5) working days. (19) Melbourne Polytechnic will resolve serious complaints as soon as possible. Where assessed as non-serious, all complaints and appeal investigations are targeted to be finalised within thirty (30) working days. (20) Where this is not possible, the Complainant is to be informed in writing as to the reasons for the delay. (21) The Complainant will be contacted by an Investigator within ten (10) working days after they lodge a written complaint. (22) Outcomes and decisions in relation to a complaint or appeal will be communicated in writing to all relevant parties within ten (10) working days of the decision being reached. (23) If a Complainant is dissatisfied with the process or outcome of a complaint, they may request an internal appeal against the decision within ten (10) working days of receiving the outcome advice. (24) Relevant Directors/Managers are responsible for ensuring that records of all lodged complaints and appeals will be kept within Melbourne Polytechnic’s complaints management system and maintained in accordance Public Records Act 1973 (Vic) and any other applicable legislation. (25) In certain circumstances, Melbourne Polytechnic may be required to report the matter to external bodies, even if a complaint is withdrawn. (26) Where a complaint or appeal is made by a student enrolled in an offshore program and/or under a third-party arrangement, a modified procedure may be used to consider the specific circumstances of the program or partnership, while still reflecting the intent of this policy. The modified procedure will include all reasonable steps to ensure natural justice and procedural fairness are adopted at every stage of the process. (27) This policy does not affect a student's rights under relevant legislation to make a complaint to an external or regulatory authority (for example, the Victorian Equal Opportunity and/or Human Rights Commission). (28) All responsible and accountable parties must act in accordance to the Student Complaints and Appeals Procedure. (29) The Chief Executive will be responsible for ensuring and promoting complaint handling is considered a priority for Melbourne Polytechnic and is the approving authority for this policy. The Chief Executive also holds responsibility for the external review process. (30) The Executive Director Student Engagement International and Community Partnerships, will be responsible for monitoring, reviewing and improving the effectiveness of complaints handling within Melbourne Polytechnic. The Executive Director also holds responsibility for the internal review process. (31) The Executive Leadership Committee and relevant Academic Boards are responsible for ensuring monitoring of all continuous improvements, reporting and corrective actions arising from complaints. (32) All Directors and Managers will be responsible for ensuring respectful and timely resolution to complaints raised in their area, with implementing corrective action and process improvement analysis processes. (33) The Investigator will be responsible for ensuring issues outlined in a complaint are investigated appropriately, recommending a decision and outcome to their supervisor. (34) The Complainant will be responsible for presenting the facts and providing objective evidence that relate to the complaint, maintaining respectful conduct according to relevant Melbourne Polytechnic policies and procedures. (35) All Melbourne Polytechnic staff are to ensure that they are familiar with the terms of relevant complaint handling and support services available at Melbourne Polytechnic and to address and attempt to resolve complaints they are involved with in a respectful and timely manner, without engaging in any form of victimisation or harassment. (36) Related Melbourne Polytechnic policies and procedures: (37) Related Legislation and Regulation: (38) In this Policy, the following definitions apply: Student Complaints and Appeals Policy
Section 1 - Purpose
Top of PageSection 2 - Scope
Section 3 - Policy
Policy Statement
Policy Principles
Section 4 - Policy Topics
Application
Complaints and Appeals Framework
Local Level Resolution
Written Complaint
Access to Internal Appeal
Access to External Review
Timelines
Privacy, Recordkeeping and Reporting
Offshore Students and Third-Party Arrangements
Lodging External Complaints
Section 5 - Responsibility and Accountability
Section 6 - Supporting Documents and Templates
Top of PageSection 7 - Definitions
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[1] Ombudsmen Western Australia (2018), Complaint Handling at Universities: Australasian Best Practices Guidelines
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