Grievance and Review Policy and Procedures
ACADEMY OF ADVANCED HAIR DESIGN PTY LTD
ABN: 66 088 173 433 ACN: 088 173 433
Definitions
For the purposes of this document the following applies:
The Act refers to the Higher Education Support Act 2003
Student/s refers to all persons enrolled in a VET unit of study that meets the course requirements under subclause 45(1) of Schedule 1A of the Act who are, or would, be entitled to VET FEE-HELP assistance under clause 43 of Schedule 1A of the Act.
Complainant refers to Students (as defined above) who have lodged an academic complaint with ACADEMY OF ADVANCED HAIR DESIGN PTY LTD.
Overview
ACADEMY OF ADVANCED HAIR DESIGN PTY LTD is committed to providing an effective, efficient, timely, fair and confidential academic grievance handling procedure for all students. Complainants are entitled to access this grievance procedure regardless of the location of the campus at which the grievance has arisen, the Complainant’s place of residence or mode of study. Academic matters include those matters which relate to student progress, assessment, course content or awards in a VET course of study.
Responsibility
The CEO/ Director is responsible for implementation of this policy and procedure and ensuring that all staff are fully trained in its operation and Students and Complainants are made aware of its availability.
Informal Grievance Procedure
In the first instance, ACADEMY OF ADVANCED HAIR DESIGN PTY LTD welcomes the opportunity to informally address any grievance or concern an individual may have with us. The matter can be raised directly with any member of staff, including the Chief Executive Officer. However this is not a mandatory requirement for either Academic or Non- Academic complaints.
Formal Grievance Procedure
General principles applying to all stages of this grievance procedure which will be adhered to by ACADEMY OF ADVANCED HAIR DESIGN PTY LTD are:
· The Complainant and respondent will have the opportunity to present their case at each stage of the procedure.
· The Complainant and the respondent have the option of being accompanied/assisted by a third person (such as a family member, friend or counsellor) if they so desire.
· The Complainant and the respondent will not be discriminated against or victimised.
· At all stages of the process, discussions relating to complaints, grievances and appeals will be recorded in writing. Reasons and a full explanation in writing for decisions and actions taken as part of this procedure will be provided to the Complainant and/or the respondent if requested.
· Records of all grievances will be kept for a period of five years. These records will be kept strictly confidential and stored in a secure room, which remains locked unless the need to be accessed arises. A record of the secured documents shall be recorded in the records management file
· A Complainant shall have access to this grievance procedure at either minimal or no cost.
FORMAL GRIEVANCE
An individual intending to submit a formal grievance does not need to distinguish between anacademic matter and a non-academic matter; however, correct identification will assist thegrievance being addressed in the most efficient and timely manner. For receipt and initial processing of Academic and or Non-Academic complaints and grievances formal grievances should be submitted in writing to:
CEO/ DirectorAcademy of Advanced Hair Design Pty Ltd, 8 Ferry Street KANGAROO POINT QLD 4169. The responsible officer CEO/ Director within ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will then assess the grievance, determine the outcome and advise the Complainant in writing of their decision within the most efficient and timely manner.
THE PROCESS FOR FORMAL GRIEVANCE SHALL BE AS FOLLOWS:
ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will address grievances on a case-by-case basis, strictly adhering to the principles of our Equity and Fairness Policy.
1. Once ACADEMY OF ADVANCED HAIR DESIGN PTY LTD (the Respondent) has received the grievance submission from the individual (the Complainant), we will provide anacknowledgement of receipt by phone, email or letter within five (5) working days.
2. The Chief Executive Officer of ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will assign a suitably qualified person to investigate the grievance (the Investigator). Depending on the specifics of the grievance, the Investigator will be a member of staff or an independent expert drawn from outside the organisation.
3. The Investigator may require additional information or seek further clarification from the Complainant during the course of the investigation. This may be by email, phone or a face-to-face meeting. The Complainant is under no obligation to participate in the investigation or provide additional information other than that in their original submission and any such refusal will not be a material consideration in the investigation outcome. The Complainant may also ask a third party to accompany them to any face-to-face meetings.
4. ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will aim to have the investigation concluded and a written summary of the outcome provided to the Complainant within fifteen (15) working days of receipt of the submission. The summary will state whether or not thegrievance has been upheld and the steps ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will take to implement any applicable corrective action, including timeframes for implementation.
5. If the nature or complexity of the investigation indicates that the fifteen (15) working days cannot be met, ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will advise the Complainant of the expected timeframe.
6. Upon request, ACADEMY OF ADVANCED HAIR DESIGN PTY LTD will provide the Complainant with a detailed written report comprehensively explaining the rationale behind the investigation conclusion and any applicable corrective action. This report cannot include any information deemed to be of a private nature or commercial-in-confidence.
7. Should the Complaint not be satisfied with the outcome of the investigation, they may seek a review of the outcome or exercise their right to other redress options as described below.
THIRD PARTY REPRESENTATION
Either ACADEMY OF ADVANCED HAIR DESIGN PTY LTD or the Complainant may be represented by a third party during any discussions or mediation process relating to the grievance investigation. The independent dispute resolution policy will be put into place when all other forms of mediation fail.
· Ie. Parties concerned have spoken with the Student Liaison Officer, in-house counselling service and CEO but have failed to reach a mutual resolution. Listed are the options for Independent dispute resolution facilities that the Academy will make available to students failing in-house mediation;
Department of Justice & Attorney General Dispute Resolution BranchLevel 1 Brisbane Magistrates Court 363 George StreetBrisbane QLD 4000 PHONE: (07) 3239 6269 or 1800 017 288 (toll free outside Brisbane)
Commonwealth Ombudsman Level 25 288 Edward StreetBrisbane QLD 4000PHONE: (07) 3005 7000 or 1800 068 908 (toll free outside Brisbane) Agencies provided above are seen to be independent and impartial to ACADEMY OF ADVANCED HAIR DESIGN PTY LTD and all Students attending. They will work with the opposing parties with the aim of bringing them to an agreement or reconciliation. They will be free from bias and have no conflicts of interest.
REVIEWS
All decisions made by ACADEMY OF ADVANCED HAIR DESIGN PTY LTD relating to academic matters and non-academic matters, including decisions relating to an unresolved grievance or compliant, will be subjected to an independent review if requested by the individual affected by the decision. ACADEMY OF ADVANCED HAIR DESIGN PTY LTD may also instigate a review if we believe there is sufficient reason to do so. A reviewable decision does not need to relate to a previously considered grievance. Some reviewable decisions are defined by state or federal legislation, such as decisions regarding re-crediting of an individual’s FEE-HELP balance.
PUBLICATION
This Academic Grievance Policy and Procedure will be made available to Students enrolled with ACADEMY OF ADVANCED HAIR DESIGN PTY LTD through publication on the website www.aahd.com.au and the Student Handbook. This Academic and Non Academic Grievance Policy and Procedure was agreed to and ratified by ACADEMY OF ADVANCED HAIR DESIGN PTY LTD on 21st July, 2011 Version 2, 21 July, 20ll.