Overview

The purpose of Wesley College’s Complaints and Appeals Policy for International Students is to provide a student or parent(s)/legal guardian(s) with the opportunity to access procedures to facilitate the resolution of a dispute or complaint involving Wesley College, or an education agent or third party engaged by Wesley College to deliver a service on behalf of Wesley College. These internal procedures are a conciliatory and non-legal process and are available at no cost.

Scope

This policy applies to all international students irrespective of their welfare and accommodation arrangements. A complaint or appeal may be initiated by a student, parent, DHA appointed legal guardian or a local support person approved by Wesley College in accordance with the International Student Policy and Enrolment Policy.

Definitions

For the purpose of this policy, the following definitions apply:

  • Complaint – an expression of dissatisfaction with the quality of an action taken or service provided, or dissatisfaction with a delay or failure in providing a service, taking an action, or making a decision. An appeal is defined as a request for a review of a formal decision.
  • Working Day – any day other than a Saturday, Sunday or public holiday during term time.
  • Student – a student enrolled at Wesley College.
  • Support person – a friend/teacher/relative not involved in the grievance. Lawyers and/or education agents are not acceptable support persons at this stage of the complaints handling process.
Policy Statement

The College is committed to handling and assessing complaints and appeals in a prompt, professional, fair and transparent manner and to this end, has adopted the following steps to make it easy for an international student or parent(s)/legal guardian(s) to lodge a complaint or appeal.

  • In the first instance, Wesley College requests there is an attempt to informally resolve the issue. If this is unsatisfactory or does not result in a resolution of the matter, Wesley College’s internal formal complaints handling procedure will be followed.
  • The process of this grievance procedure is confidential, and any complaints are a matter between the parties concerned and those directly involved in the complaints handling process.
  • If the student or parent(s)/legal guardian(s) remain dissatisfied with the outcome, Wesley College will advise of access to an independent external appeals process.
  • Grievances brought by a student against another student will be dealt with under the College's Student Behaviour Management Policy/Code of Conduct.
  • For conditions which apply to handling of a complaint or appeal arising from the College's suspension or cancellation of a student’s studies, please refer to the College's Deferment, Suspension and Cancellation Policy.

Students

  1. Students should contact the Tutor/Head of House/Head of Senior School/Head of Middle School/Year Level Leader or appropriate Coordinator in the first instance to attempt mediation/informal resolution of the complaint. The student may request to have an interpreter present.
  2. If the matter cannot be resolved through mediation, the matter will be referred to the Head of Campus.
  3. At this point, the student should notify the school in writing of the nature and details of the complaint, using the Complaints Form designed for this purpose.
  4. Each complainant has the opportunity to present their case to the Head of Campus. A support person should accompany students. The committee meeting with the student will comprise various professionals, not only College representatives. Minutes will be kept, and the outcome documented.
  5. The formal complaints process will commence within 10 working days of the lodgement of the complaint with the Head of Campus.
  6. Once the Head of Campus has come to a decision regarding the complaint, the student will be informed in writing of the outcome and the reasons for the outcome.
  7. If the complaints procedure finds in favour of the student, Wesley College will immediately implement the decision and any corrective and preventive action required.
  8. If the complaints procedure does not find in favour of the student, or the student is dissatisfied with the result of the complaints procedure, the College will advise the student within 10 working days of concluding the internal review of the student’s right to access an external appeals process.
  9. Wesley College undertakes to finalise all grievance procedures within 20 working days.
  10. For the duration of the appeals process, the student is required to maintain enrolment and attendance at all classes as normal.

Parent(s) / Legal Guardian(s)

  1. Parent(s)/legal guardian(s) should contact the Tutor/Head of House/Head of Senior School/Head of Middle School/Year Level Leader or appropriate Coordinator in the first instance to attempt mediation/informal resolution of the complaint. The parent(s)/legal guardian(s) may request to have an interpreter present.
  2. If the matter cannot be resolved through mediation, the matter will be referred to the Head of Campus.
  3. At this point, parent(s)/legal guardian(s) should notify the school in writing of the nature and details of the complaint.
  4. Each complainant has the opportunity to present his/her case to the Head of Campus. Parent(s)/legal guardians may be accompanied by a support person.
  5. The formal complaints process will commence within 10 working days of the lodgement of the complaint with the Head of Campus.
  6. Once the Head of Campus has come to a decision regarding the complaint, the parent(s)/legal guardian(s) will be informed in writing of the outcome and the reasons for the outcome.
  7. If the complaints procedure finds in favour of the parent(s)/legal guardian(s), Wesley College will immediately implement the decision and any corrective and preventive action required.
  8. If the complaints procedure does not find in favour of the parent(s)/legal guardian(s) or the parent(s)/legal guardian(s) are dissatisfied with the result of the complaints procedure, the College will advise the student within 10 working days of concluding the internal review of the student’s right to access the external appeals process.
  9. Wesley College undertakes to finalise all grievance procedures within 20 working days.
External Appeals Body

If the student or parent(s)/legal guardian(s) are not satisfied with the result or conduct of the internal complaint handling and appeals process, they may access the external appeals process through the Overseas Students Ombudsman (OSO) at no cost.

The OSO investigates complaints about problems that international students or intending international students may have with private education and training in Australia. The contact details for the OSO are as follows:

Overseas Students Ombudsman:
www.oso.gov.au
overseas.students@ombudsman.gov.au
Telephone: 1300 362 072
Interpreting Service: 131 450

The College will inform an international student who wishes to access the services of the OSO that, in most cases, the purpose of the OSO is to investigate whether the College has followed its own internal policies and procedures, and has treated the international student fairly. Generally, the OSO does not make a decision in place of the College.