Complaints and Appeals Process
As an AIE Institute student, you have the right to submit a complaint if you feel that you have been wrongly treated by AIE Institute or specific staff members. You also have the right to appeal decisions that AIE Institute has taken regarding administrative or academic matters.
AIE Institute ensures that grievances are handled in a fair and equitable manner by a process of discussion, cooperation and conciliation as soon as possible after an event has occurred, with an acceptable outcome that minimises harm to ongoing work or study relationships. Student Grievance Policy and Procedure outlines how AIE Institute handles grievances, including the formal complaints and appeals process:
How to Make a Formal Complaint
A student may lodge a formal complaint by submitting a Student Complaints Form available on AIE Institute’s website and submitting it to Student Administration.
Students are encouraged to contact the Student Council and the Student Support Team for advice and personal support.
Student Support: email@example.com
Student Council: firstname.lastname@example.org
Students have the right to be represented by a third party representative (such as a family member, friend, counsellor or other professional support person, other than a legal representative) if they so desire, for all types of complaints and at all stages during the process.
If a student is not satisfied with the outcome or decision made by AIE Institute, they can appeal a decision at any stage of the process by submitting a Student Appeals Form.
The appeal should be lodged within 20 business days of receiving the decision. Internal reviews and investigations are conducted regarding the appeal at no charge to the student.
Decisions for appeals are made by the Academic Board for academic grievances and the Executive Management Committee for non-academic grievances.
Students have the option of taking the complaint to an external authority at if they find the outcome unsatisfactory.
Students may make a complaint via the Commonwealth Ombudsman if they are unhappy with the outcomes of AIE Institute’s internal complaints and appeals process. This service is free.
Other External Appeal Avenues
Students are eligible for an application to one of these services listed below on a once-off basis, free of charge:
- An academic member of staff who can mediate or arbitrate based in a local university in the country in which the student resides
- A mediator service, such as Resolution Institute
- The Office of Fair Trading.
AIE Institute subscribes to an external mediator service from Resolution Institute. Contact details are:
Address: Level 1 and 2, 13-15 Bridge Street, Sydney, NSW 2000
Phone: + 61 2 9251 3366
Fax: + 61 2 9251 3733
The right to make complaints and seek appeals of decisions and action under various processes does not affect the rights of the student to take action under Australian Consumer Law if Australian Consumer Law applies.