IFSS-Complaints and Appeals Policy and Procedure


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Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters) POLICY Approved by:

IFSS Board

Date:

06 May 2013

Date Effective:

06 May 2013

Date of Next Review:

June 2014

Document No:

POL-IFSS-01

Version:

8

Custodian:

General Manager

Supporting Documents, Procedures & Forms: Higher Education Support Act 2003 Australian Quality Training Framework

References & Legislation:

1.

Purpose 1.1

2.

3.

The International Film School Sydney (IFSS) provides a fair, equitable and productive learning environment, free from any forms of coercion, unfair treatment, victimisation, harassment or bullying. IFSS aims to provide an effective procedure for students to bring complaints concerning any matter related to their enrolment at IFSS to the attention of management.

Scope 2.1

This Policy and Procedure covers all students and persons seeking to enrol in an IFSS course and is available regardless of the location of the campus at which the grievance has arisen, the mode in which a student studies or the student’s place of residence.

2.2

This policy does not apply to matters relating to re-crediting of FEE-HELP balances - refer to Review Policy for Re-crediting of FEE-HELP Balance.

Definitions Word/Term

Definition

complaint

is any type of concern, difficulty or problem that a student has concerning any matter related to their enrolment in an IFSS course.

complainant

refers to the person making a complaint.

student

refers to a person enrolled in an IFSS course.

appellant

refers to the person appealing a decision.

confidentially

refers to ensuring that information is accessible only to those staff members that are authorised to have access.

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

Page 1 of 7

Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version

Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters)

4.

General Principles 4.1

The following general principles underpin IFSS’s approach to the resolution of complaints and appeals: •

All complaints and appeals will be handled professionally and confidentially with the aim of reaching a determination as soon as possible.



The IFSS General Manager has the responsibility of ensuring that all staff and students involved in the complaint and appeals resolution processes understand their rights and responsibilities in relation to this policy.



The staff members responsible for conducting the complaint and appeals process at any stage must ensure that all determinations are actioned. Outcomes must be documented and placed on the students file. Records of all grievances will be kept for 5 years and parties to the complaints have appropriate access to these records.



All parties involved in the complaint or appeal may be accompanied or assisted by a support person at any relevant meetings.



Where applicable, either IFSS or the student may ask for an interpreter to be present. IFSS will be responsible for any fees incurred in hiring an interpreter.



Each complainant or appellant will be given the opportunity to formally present their case at minimal or no cost to themselves.



If the internal or any external complaint handling or appeals process results in a decision that supports the student, IFSS will immediately implement any decision and/or corrective and preventative action required and advise the student of the outcome in writing.



Written records of complaints remain confidential.



This policy does not replace or modify policies or any other responsibilities which may arise under other government regulations

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

Page 2 of 7

Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version

Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters) 5.

Procedure 5.1

There are four stages in IFSS’s complaints and appeals procedure: Stage 1:

Informal approach to person directly involved in the decision or incident, if possible

Stage 2:

Formal complaint referred to: For students enrolled in all courses except the Advanced Diploma of Acting for Contemporary Screen Media Academic matters:

Head of Teaching

Non-academic matters:

Manager Production, Administration and Student Services

For students enrolled in the Advanced Diploma of Acting for Contemporary Screen Media Creative Director

Non-academic matters:

Managing Director

Stage 3:

Appeal to the General Manager

Stage 4:

Appeal to External Authority

Note:

6.

Academic matters:

If a complaint is about the person responsible for handling it at any particular stage, the complaint will be referred to an alternate person who has no conflict of interests.

Stages of the Procedure 6.1

Stage 1 – Informal Resolutions 6.1.1

6.2

Students who have a complaint should first, if possible, approach the person(s) directly involved to discuss the matter. They may also seek advice or support informally from other appropriate staff.

Stage 2 – Formal Complaint referred to the:  Head of Teaching / Creative Director (Academic matters), or  Manager Production, Administration and Student Services / Managing Director (Non-academic matters) 6.2.1

If the complaint cannot be resolved informally under Stage 1, students may lodge a written application for the complaint to be formally resolved in accordance with this policy and procedure. Students are strongly advised that it is in their best interests to start the process as early as possible.

6.2.2

Formal complaints must be submitted in writing to the relevant staff member - refer to section 10 for contact details.

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

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Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version

Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters) 6.2.3

6.4



Referring the student to another person, who can provide relevant advice or assistance with the aim of resolving the complaint;



Facilitating negotiation of the complaint between the parties; or



Deciding not to take the matter further if there are insufficient grounds for the complaint.

6.2.4

The student will be notified in writing of the outcome including reasons for the decision, within 10 working days of lodging the Stage 2 complaint.

6.2.5

Students who are dissatisfied with the outcome at Stage 2 have the right to appeal to the IFSS General Manager on the grounds that:

6.2.6

6.3

After examining the relevant documentation and speaking to the student and other relevant parties where appropriate, the Head of Teaching / Creative Director or Manager Production, Administration and Student Services / Managing Director will take action that may include one of the following:

i.

due process has not be followed, or

ii.

additional information has become available.

An appeal to the IFSS General Manager must be lodged in writing within 10 working days of being notified of the decision at Stage 2. The appeal must state fully the reasons for the appeal and include any relevant documentary evidence to support the appeal. Students are strongly advised that it is in their best interests to start the appeal process as early as possible.

Stage 3 – Appeal to the IFSS General Manager 6.3.1

When a student appeals to the IFSS General Manager, the General Manager will examine the relevant documentation and speak to the student and other relevant parties, where appropriate.

6.3.2

The General Manager will notify the student, in writing, of the outcome of their appeal including reasons for the decision, within 10 working days of receiving written notice from the student.

Stage 4 – Appeal to External Authority 6.4.1

Students who are dissatisfied with the result or conduct of the internal complaint handling and appeals process have the right to access the external appeals process at minimal or no cost.

6.4.2

Students should refer to Section 9 of this policy and procedure for contact details for the external authority. Students are advised it is in their best interest to notify IFSS if they appeal to an external authority.

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

Page 4 of 7

Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version

Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters) 7.

Decisions that Affect a Student’s Enrolment 7.1

IFSS will maintain a student’s enrolment throughout the internal appeals process for all types of complaints or appeals, except where extenuating circumstances as identified in IFSSs Deferment, Suspension and Cancellation Policy are outlined.

7.2

If the appeal is against IFSS‘s decision to report an international student for unsatisfactory course progress, IFSS will await the outcome of the external appeal before taking any further action. The international student will be reported if the outcome of the external appeal supports IFSS’s decision.

7.3

If the appeal is against IFSS’s decision to either: 

defer or suspend a student’s enrolment due to misbehaviour, or



cancel the student’s enrolment

IFSS will await the outcome of the internal appeal before taking any further action. For international students, DIISRTE will be notified through PRISMS of the change to the student’s enrolment if the outcome of the internal appeal supports IFSS’s decision.

8.

Withdrawing a Complaint or Appeal 8.1

9.

Students may withdraw a complaint or appeal at any stage in the process by writing to or emailing the person handling the complaint or appeal, who will notify relevant parties in writing that the complaint or appeal is concluded.

External Authorities 9.1

Domestic Students: Australian Skills Quality Authority (ASQA)

9.2

Tel:

1300 701 801

Website:

http://www.asqa.gov.au/complaints/making-a-complaint.html

Email:

[email protected]

International Students: Overseas Student Ombudsman Tel:

1800 362 072

Website:

www.oso.gov.au

Email:

[email protected]

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

Page 5 of 7

Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version

Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters) 10.

Contacts 10.1

For students enrolled in all courses except the Advanced Diploma of Acting for Contemporary Screen Media Stage 2 - Academic matters: Head of Teaching Stage 2 - Non-academic matters: Manager Production, Administration and Student Services Stage 3: IFSS General Manager

10.2

Address:

International Film School Sydney (IFSS), 27 Rosebery Avenue, Rosebery NSW 2018

Email:

[email protected]

For students enrolled in the Advanced Diploma of Acting for Contemporary Screen Media Stage 2 - Academic matters: Creative Director Stage 2 - Non-academic matters: Managing Director Address:

International Screen Academy (ISA), 242 Young St Waterloo NSW 2018

Email:

[email protected]

Stage 3: IFSS General Manager Address:

International Film School Sydney (IFSS), 27 Rosebery Avenue, Rosebery NSW 2018

Email:

[email protected]

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

Page 6 of 7

Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version

Complaints & Appeals Policy & Procedure (for Academic & Non-academic matters) 11.

Version Control and Change History

Revision No.

Approved By

Date Approved

Amendment

5

IFSS Board

14/7/11

Migrated to new template, changes to positions responsible for stage 2 academic & stage 3, scope amended to exclude matters relating to re-crediting of FEE-HELP

6

Donyahl Levett

27/06/12

Contacts email addresses updated

7

Donyahl Levett

08/01/13

External authority for domestic students updated from ACPET to ASQA. Position titles amended.

8

Cristine Russell

06/05/13

Details for process related to complaints by students enrolled in Adv Dip Acting added.

Complaints & Appeals Policy & Procedure

POL-IFSS-01 / Rev 8

Page 7 of 7

Unlocking Potential Through Learning

Hardcopies of this document are considered uncontrolled please refer to the IFSS Website or ITC intranet for latest version