COMPLAINTS AND APPEALS FORM

Please use this form if you would like to lodge a complaint, or you would like to make an appeal about a decision Stanley College has made, including but not limited to:

• Assessment outcomes
• Disciplinary actions, e.g. misbehaviour
• Attendance records
• Course fees
• Allegations involving the conduct of Stanley College, our Trainers/Lecturers/Teachers, Employees/Staff, other Learners/Students, and any third parties and their staff providing services on behalf of Stanley College.
• Notifications of Intention to cancel your enrolment at Stanley College
• Notifications of Intention to report you to DHA/DES
• Other decisions directly or indirectly affecting you

We will begin reviewing your complaint or appeal within five working days of receiving it, including but not limited to:

• Vice President of Corporate Services and Operations
• Vice President Wellbeing & Engagement
• Dean of Higher Education
• Dean VET
• ICT Manager
• Student Engagement Manager
• Chief Financial Officer
• People and Culture Manager
• Faculty Managers
• Academic Program Managers (Higher Education)

Cases may be shared with other members of the Stanley College Management Team or relevant staff, such as your Trainer or Lecturer, as needed. The Student Support Officer may invite you to a meeting or for further information. Meetings will be confidential, and no data will be released to any third party, except where requested by an Australian Government authority. Stanley College aims to resolve complaints/appeals as quickly as possible, generally within 20 working days. Should additional time be required, we will inform you in writing detailing the reasons why additional time is required. 

Details of your complaint/appeal are recorded and stored in your student file and Stanley College’s student database. These records will be retained for five years, during which you can request access to these records.

Your enrolment will be maintained throughout the complaint/appeal process, and your enrolment will remain active during the complaints or appeals process.

Throughout the complaint/appeal process, you will be able to bring a friend or family member to all meetings and/or ask for a translator. Once a decision has been reached, you will be informed about the outcome of your complaint/appeal in a written statement, which will include details of the reasons for the outcome. If you are still not satisfied with the advice and outcome, then you have the right to lodge a complaint/appeal to the applicable external body. Including but not limited to:

• International Students – Overseas Students Ombudsman services, available via www.ombudsman.gov.au or phone 1300 362 072;
• Domestic and International Students (Higher Education) – National Student Ombudsman services, available via the online form or phone  1300 395 775;
• Domestic Students (VET) – The National Training Complaints Hotline, available via www.dese.gov.au/national-training-complaints-hotline or phone 13 38 73;
• Accounting Professional Year Program Students – The Accounting Professional Year Program Manager, available via info@accountingpyp.org.au;
• Australian Computer Society Professional Year Program Students – The Australian Computer Society, available via professionalyear@acs.org.au or phone 1800 671 003.
• VET Student Loans Students – Cases specific to VET Student Loans, the VET Student Loans Ombudsman, available via https://vet.ombudsman.gov.au/  or phone 1300 362 072.
• International and Domestic Students (VET) – For complaints or appeals specifically related to the Standards for Registered Training Organisations, students can also submit a complaint to the Australian Skills Quality Authority (ASQA). Further information is available here – https://www.asqa.gov.au/students/complaints
• International and Domestic Students (Higher Education) – For complaints or appeals specifically related to the Higher Education Standards Framework (HESF), students can also submit a complaint to the Tertiary Education Quality and Standards Agency (TEQSA). Further information is available here – http://www.teqsa.gov.au/complaints

For more information, please refer to the applicable Student Handbook or speak to the Student Services team.