Complaints and Appeals Policy

PP16 – Feedback, Complaint and Appeal Policy

1. Purpose

MIC is committed to providing a fair, transparent, accessible and timely process for receiving feedback, managing complaints and handling appeals.

This policy ensures that students, prospective students, former students, staff and relevant third parties can raise concerns or seek review of decisions in a safe and respectful way, without fear of disadvantage, victimisation or retaliation.

This policy supports compliance with:

Standards for RTOs 2025 – Outcome Standards 2.7 and 2.8

National Code of Practice for Providers of Education and Training to Overseas Students 2018 – Standard 10

National Vocational Education and Training Regulator Act 2011

Privacy Act 1988 (Cth), including the Australian Privacy Principles

MIC uses feedback, complaints and appeals outcomes to support continuous improvement of training, assessment, student support, administration, marketing and other services.

2. Scope

This policy applies to all current, prospective, and former students, as well as MIC staff and third-party providers. It relates to:

Informal and formal feedback

Formal complaints

Appeals of academic and non-academic decisions

Course progress

MIC, its trainers, assessors or other staff;

Education agent

Any third-party providing services on MIC’s behalf, its trainers, assessors or other staff;

Assessment/RPL outcome;

Fees and refunds/re-crediting

Other operational related matters

3. Definitions

Term	Definition
Feedback	Informal input (positive or negative) regarding MIC services or experiences
Complaint	A formal expression of dissatisfaction about a decision, service, behaviour, or policy
Appeal	A formal request to review a decision that affects the student
Procedural Fairness	Ensures decisions are unbiased, evidence-based, and all parties are heard
Support Person	A nominated person who may accompany a student to any complaint or appeal meeting
Independent Reviewer	A third party not involved in the original decision who may review the appeal
CI Register	Continuous Improvement Register used to log and follow up systemic issues

4. Legislative References

Standards for RTOs 2025 – Outcome Standards 2.7 & 2.8

National Code of Practice 2018 – Standard 10 (CRICOS)

National Vocational Education and Training Regulator Act 2011

Australian Privacy Principles (Privacy Act 1988)

5. Policy Statement

This policy ensures overseas students can raise and resolve issues in a safe, respectful environment, free from disadvantage or retaliation. It is a core part of MIC’s commitment to student welfare, quality assurance, and continuous improvement.

MIC values feedback and takes complaints and appeals seriously.

MIC:

Encourages informal feedback and early resolution where appropriate

Provides a transparent, fair and timely complaints and appeals process

Ensures all decisions are made with procedural fairness

Respects student privacy and protects students from victimisation or retaliation

Maintains appropriate records of all feedback, complaints and appeals

Ensures international students are informed of their right to internal and external appeal pathways at no cost or minimal cost

International students are additionally protected under the National Code 2018 and are provided with written outcomes, external review options, and information about contacting the Department of Home Affairs where their enrolment or visa conditions may be affected.

MIC acknowledges that students may raise concerns or be dissatisfied with decisions, services, behaviours or policies affecting their study or welfare. To uphold the principles of natural justice and procedural fairness, MIC provides a structured complaints and appeals process that includes informal resolution, internal review and external review options where required.

Specifically, MIC ensures that:

All overseas students have access to a documented, free and easily accessible internal complaints and appeals process, which is outlined in the Student Handbook, on the website and during orientation

If a matter cannot be resolved informally, students may formally submit a complaint or appeal using the appropriate form, with assistance from staff if required

Respond to any complaint or appeal the overseas student makes regarding his or her dealings with the registered provider, the registered provider’s education agents or any related party the registered provider has an arrangement with to deliver the overseas student’s course or related services.

Receipt of any formal complaint or appeal will be acknowledged in writing within 2 working days

Assessment of any formal complaint or appeal will commence within 10 working days of lodgement and will be finalised as soon as practicable

Students are provided with an opportunity to formally present their case and may be accompanied and assisted by a support person of their choice at no cost during any meeting or hearing

All complaints and appeals are handled in a professional, fair and transparent manner by appropriately trained and impartial staff

Students are issued with a written statement of the outcome, including detailed reasons for the decision, at the conclusion of the internal process

A written record of each complaint or appeal, including the outcome and reasons, is maintained securely and retained for a minimum of two years after the student ceases to be an accepted student, or longer where required by MIC’s records management requirements

If the internal process does not resolve the matter to the student’s satisfaction, MIC will advise the student within 10 working days of concluding the internal review of their right to access an appropriate external complaints or appeals process at minimal or no cost and provide the contact details of the relevant body.

If any internal or external process results in a decision or recommendation in favour of the student, MIC will immediately implement the outcome and advise the student of the corrective or preventive action taken

Students are advised to seek advice from the Department of Home Affairs where the outcome of a complaint or appeal may affect their visa conditions.

6. Step-by-Step Procedure

Feedback Procedure

Step	Action	Responsible
1	Provide access to Feedback Form via website, orientation, and PTR	Compliance Manager/ Admin Officer
2	Encourage students to submit feedback informally through class discussions or surveys	Trainers/ Student Support Officer
3	Collect and review all feedback submissions (positive or constructive)	Compliance Manager
4	Record feedback in the Feedback, Complaint and Appeal Register	Compliance Manager
5	Use feedback insights to inform the Continuous Improvement Register and adjust services or operations	Compliance Manager/ CEO

Complaint Procedure

Step	Action	Responsible
1	Make the Complaints and Appeals Form accessible through the website, orientation, Student Handbook and administration office	Compliance Manager / Administration Officer
2	Encourage informal resolution of concerns before a formal complaint is lodged, where appropriate	Trainer / Student Support Officer
3	If unresolved, the student completes and submits the Complaints and Appeals Form, or receives assistance from staff to do so	Student / Staff support if required
4	Acknowledge receipt of the complaint in writing within 2 working days	Compliance Manager
5	Commence assessment of the complaint within 10 working days of lodgement	Compliance Manager
6	Register the complaint in the Feedback, Complaints and Appeals Register	Compliance Manager
7	Investigate the complaint fairly and transparently, including consultation with relevant staff or third parties where required	Compliance Manager
8	Offer the student the opportunity to formally present their case and to be accompanied by a support person	Compliance Manager
9	Issue a written outcome as soon as practicable, including the decision, reasons and any corrective action	Compliance Manager
10	Record the outcome and any systemic issues in the CI Register	Compliance Manager
11	Inform the student of appeal rights and any available external options if the matter is not resolved to their satisfaction	Compliance Manager

Appeal Procedure

Step	Action	Responsible
1	The student completes and submits the Complaints and Appeals Form within 28 calendar days (or 20 working days, whichever is longer) of the original decision, unless exceptional circumstances apply	Student
2	Acknowledge receipt of the appeal in writing within 2 working days	Compliance Manager
3	Commence assessment of the appeal within 10 working days of lodgement	Compliance Manager
4	Record the appeal in the Feedback, Complaints and Appeals Register	Compliance Manager
5	Review the appeal impartially, considering all evidence and consulting relevant parties as needed	Compliance Manager / CEO
6	Provide the student with an opportunity to formally present their case and be supported by a support person	Compliance Manager
7	Appoint an independent reviewer where appropriate, including where the matter is complex or requires external review	CEO
8	Issue a formal written outcome as soon as practicable, including detailed reasons for the decision	Compliance Manager / CEO
9	If the appeal is unsuccessful, inform the student of their right to access an external complaints or appeals process and provide contact details	Compliance Manager
10	If an internal or external appeal favours the student, implement the decision immediately and advise the student in writing of the action taken	Compliance Manager
11	Record all appeal actions, outcomes and systemic issues for review and continuous improvement	Compliance Manager

External Appeals:

If the student is not satisfied with the outcome of the internal complaints and appeals process, MIC will advise the student within 10 working days of concluding the internal review of their right to access an external complaints handling and appeals process. For overseas students, MIC will ensure access to an appropriate external complaints and appeals process at minimal or no cost in accordance with the National Code.

MIC must advise the student of this right within 10 working days of concluding the internal review and provide the contact details of the appropriate external complaints and appeals body.

The external appeal bodies available are:

Overseas Students Ombudsman (OSO) – for international students

Website: www.ombudsman.gov.au

Phone: 1300 362 072

OSO provides a free and independent service to investigate complaints about private education providers

ASQA – for complaints about MIC’s compliance with the Standards for RTOs

Website: www.asqa.gov.au

ASQA accepts complaints about providers but is not generally an external merits review body for individual student decisions

Resolution Institute or another appropriate alternative dispute resolution service

Website: www.resolution.institute

This may be used where mediation or independent dispute resolution is appropriate

Legal Aid or community legal services in the relevant State or Territory

Students may seek independent legal advice or advocacy support if needed

Cost of Mediation or External Review

Internal complaints and appeals processes are free of charge to the student

Where an external body provides a free service, MIC will advise the student accordingly

Where an external mediation or review service charges a fee, MIC will inform the student in advance

For overseas students, MIC will ensure that access to external complaints and appeals processes is available at no cost or minimal cost in accordance with the National Code

Implementation of External Review Recommendations

MIC will immediately implement any decision or recommendation arising from an internal or external review in favour of the student

MIC will advise the student in writing of the action taken

7. Additional CRICOS-Specific Provisions (National Code Standard 10)

MIC ensures the following additional protections for overseas students:

Access to a documented internal complaints and appeals process that is free and easily accessible

The opportunity to lodge a formal complaint or appeal if a matter cannot be resolved informally

Complaints and appeals may relate to MIC, its education agents, or any related party delivering the course or related services

Assessment of complaints and appeals will commence within 10 working days

The right to formally present their case at no cost or minimal cost

The right to be accompanied and assisted by a support person at any relevant meeting

Written records are kept of every complaint and appeal, including the outcome and reasons

Written outcomes are always provided, including detailed reasons

Advice about external complaints and appeals options if the student is not successful internally

Immediate implementation of any decision or recommendation in favour of the student

Information on contacting the Department of Home Affairs where enrolment status or visa conditions may be affected

8. Related Documents

Feedback Form

Complaint and Appeal Form

Feedback, Complaint and Appeal Register

Continuous Improvement (CI) Register

Student Handbook

9. Flow chart

The complete MIC Policy and Procedure Manual is available on request from info@montford.edu.au. See also the Student Handbook.