That student grievances are dealt with promptly, fairly, equitably and that the process observes the principles of natural justice.

A grievance is generally, but not only, a situation where one or more parties feels there has been a breach of terms and/or conditions.  A grievance may also arise from particular behaviours or actions by and/or between individuals or groups.

Note:    It is understood that in some instances grievances may go beyond the Institute and external authorities may be required
            to intervene.  This circumstance is noted in the Student Grievance Procedure (Proc505).

Key Principles:

The Institute seeks to foster communication and co-operation between all members of the Institute community and to provide an environment in which all issues can be satisfactorily resolved.

The Institute adheres to the principles of adult learning (these may need to be appended).

While the informal resolution of a grievance is the preferred option, the Institute recognises that the informal process may not always be successful.  In such cases, a student may initiate formal procedures as outlined in the Student Grievance Procedure (Proc505).

The aggrieved person owns the grievance and may decide both to withdraw it at any time during the process and when it has been satisfactorily resolved.

All parties to the grievance must be given the opportunity to present their case and have it considered and have the right to be accompanied and/or supported by an advocate (who cannot be legal counsel).

All parties involved directly in a grievance must have access to all information relevant to the submitted complaint.

All investigations and decisions must be made by persons who are not involved in the grievance.

Students should not suffer any discrimination as a result of using the grievance resolution process.

In all cases appropriate confidentiality will be maintained.

Information on this Policy and the process for students to appeal should be readily available. Heads of Schools, Student Services staff, Campus Managers and Bendigo TAFE staff will be contact points for information about process.

Definitions

A grievance is a serious problem or concern of an academic or non-academic nature raised by an enrolled student or prospective student, which is believed by that student, to disadvantage them in the course of their study at Bendigo TAFE.

A appellant is a person or persons making an appeal.

A grievant is a person who has a grievance.

A respondent is a person or people who the complaint or grievance is about. The respondent can be a teacher or other staff member, department, or the institute.

A student means a Bendigo TAFE student or prospective student. It can also mean groups of students or prospective students.

Support Person may be a friend, family member or Student representative but shall not include a legal practitioner. Staff of the Institute will not act as support person for students.

Natural Justice: the ‘fair hearing’ rule and the ‘no bias’ rule: all parties must be given the opportunity to present their case, be fully informed about allegations and decisions made and have the right of representation by another person. A decision-maker in relation to their grievance should have no personal interest in the matter and should be unbiased in their decisions.

Roles/Responsibility

This policy and its procedures apply to all students of Bendigo TAFE.

Privacy Act 1988
Information Privacy Act 2000
Freedom of Information Act 1982
Australian Quality Training Framework 2010
Higher Education Support Act 2003

For International Students

Australian Government National Code of Practice for Registration Authorities and Providers of Education and Training to Overseas Students 2007, and Explanatory Guide to the Standards. http://aei.gov.au/AEI/AboutAEI/Default.htm

Proc505  Student Grievance Procedure
Proc124  Customer Feedback Procedure
Proc704  Harassment Procedure
Pol106     Information Privacy Policy
FQA001  Formal Customer Feedback Form