COMPLAINTS and APPEALS
Angus Knight Institute are committed to providing students the best possible environment in which to study. We understand that on occasion, there may be instances of dissatisfaction and acknowledges that the cause(s) must be addressed and rectified promptly. We invite feedback from the dissatisfied party so that a resolution can be found that satisfies all parties.
Al complaints will be addressed in a fair, constructive and timely manner. Students have the right to be heard and for an impartial decision to be made at no cost to themselves. The exception to this is where a complainant chooses to have the matter resolved by a third party where a cost is imposed.
What is a complaint?
A complaint is feedback about services or staff which has not been resolved locally. A complaint may be received by Angus Knight Institute in any form and does not need to be formally documented by the complainant in order to be acted on.
Early resolution of complaints
Where possible, we will attempt to resolve the complaint through communication and respect between the persons involved.
Our Complaint Handling Principles
Angus Knight Institute will apply the following principles to its complaints handling:
- A secure password protected register of all complaints is kept by Angus Knight Institute including all details of lodgement, response and resolution.
- A complainant is to be provided an opportunity to formally present his or her case at no cost and may be assisted by a support person during any meetings.
- The policy is publicly available.
- Review of a complaint must commence within seven (7) working days of lodgement and all reasonable measures are taken to finalise the process as soon as practicable.
- The complainant is to be provided a written response, including details of the reasons for the outcome. A written response must be provided to the complainant within fourteen (14) days of the lodgement of the complaint.
- Complaints must be resolved to a final outcome within sixty (60) days of the complaint being initially received. Where Angus Knight Institute considers that more than 60 calendar days are required to process and finalise the complaint, the General Manager must inform the complainant in writing, including reasons why more than 60 calendar days are required. A complainant should also be provided with regular updates to inform them of the progress of the complaint