Strathfield College adheres to the National Code of Practice for responding to complaints about Vocational Education and Training Quality at all times.
Students may seek help through the Overseas Student Ombudsman http://www.oso.gov.au/
All issues, concerns and complaints within Strathfield College are handled the same way and as a matter of process are called complaints. The complaints process must start within ten days of the complaint being lodged and will be at no cost to the complainant. The complainant will have their enrolment maintained during the complaints process.
• Where an issue, concern or complaint is raised verbally, it can be discussed with staff and preferably resolved immediately.
To formalise the issue, concern or complaint or to define the outcome the issue, concern or complaint can be documented in on a College Feedback and Complaints form. College staff, if appropriate, may elect to use the Continuous Improvement Request Form when raising an issue, concern or complaint. All reasonable measures will be taken to finalise the process as soon as practicable.
• All complainants must be identified. They cannot be anonymous because this is considered unfair and ongoing discussion cannot take place to resolve the issue.
• Information submitted to a staff member will be treated with respect and will be taken in a positive way.
• Any written issue, concern or complaint, irrespective of the nature will be forwarded to the Chief Executive Officer who will control the process and moderate the outcome for the benefit of the complainants.
• Any issue, concern or complaint will be considered and investigated fairly and objectively respecting the complainants rights.
• All complainants have the right to attend the investigation to present their case as well have a support person or request that an independent person or panel hear it.
• Where the solution requires a documented change to procedures, The Chief Executive Officer will notify the Compliance Officer of the change to ensure that the documents are appropriately updated.
• The final result of the issue, concern or complaint investigation must be given in writing to the complainant stating the outcomes and reasons for the decisions made, the actions to be taken. A record of the documentation is placed in the appropriate College file.