Complaints and Appeals

Institute of Health & Management (IHM) takes complaints very seriously and respects the right of students to appeal decisions that are made in the course of academic and administrative procedures. The Student Complaints and Appeals Policy and Procedure set out the procedures and principles that govern how your complaint will be handled. You can also find information about making a complaint in the Student Handbook.

IHM staff will endeavour to address your needs if they are brought to their attention, so it is recommended that you discuss your complaint or grievance with a Student Support Staff, if you feel comfortable doing so. At the very least, they can give you information about how to have your complaint heard.

You will not be disadvantaged, provided your complaint is not knowingly false or vexatious. Complaints help us to improve our services.

INFORMAL COMPLAINTS PROCESS

• Students are encouraged to resolve complaints informally with the Lecturer/ Student Support staff before making a formal complaint.
• If not satisfied students are further encouraged to speak to the Course Coordinator of their enrolled course and present their complaint. The Course Coordinator will try and resolve the issue and come to a satisfactory solution.

FORMAL COMPLAINTS PROCESS

• Students should complete ‘Complaints and Grievances Form’ below. A paper form is available at IHM campus.
• The Complaint is recorded in the Student Complaints in the Student management system and Student Profile.
• IHM will convene a panel who will investigate the complaint and make a decision. This decision is recorded and will be reviewed by the Quality Assurance team for opportunities for continuous improvement.
• During the investigation, the complainant will be given an opportunity to formally present their case and have the option of being accompanied/ assisted by a nominee (such as a family member, friend or counsellor) if they so desire. If the students are using a paid nominee it will be at their own cost. The nominee must present their photo ID while accompanying the student at any of the appointments at IHM.
• The students are informed of the outcome of the complaint and will be recorded in the student portal.
• Students may use the Formal Appeals Process if they are not satisfied with the outcome of the complaint resolution process.
• If the student is dissatisfied with the resolution proposed by IHM, IHM can refer students to an independent mediator; Student Mediation Scheme provided by Resolution Institute

FORMAL APPEALS PROCESS

• Students should complete ‘Complaints and Grievances Form’ below. A paper form is available at IHM campus.
• The Appeal is recorded in the Student Complaints and Appeal in the Student management system and Student Profile.
• IHM will convene a panel (someone more senior and not previously involved in the case added to the panel for appeals) who will investigate the appeal and make a decision.
• The appellant will be given an opportunity to formally present their case to the panel and have the option of being accompanied/assisted by a nominee (such as a family member, friend or counsellor) if they so desire.
• The students are informed by email of the outcome of the appeal and will be recorded in the student portal.
• If the student is dissatisfied with the appeals process by IHM, they can access the provision of an independent mediator; Student Mediation Scheme provided by Resolution Institute.
• For international students, if not satisfied, students may take up the complaint with OMBUDSMAN.

Ombudsman

Complaints about IHM administrative actions and decisions can be made to the Commonwealth Ombudsman at no cost. If students have not followed the steps in these guidelines, the Ombudsman may ask that they do so before accepting their complaints.

https://www.ombudsman.gov.au/How-we-can-help/overseas-students

Timeframes

Timeframes may apply and vary based on individual circumstances.

All complaints must be submitted within a reasonable timeframe of the event occurring.

Record Management

IHM will maintain records of all complaints and appeals from the students and the assessment of, and decision, for 2 years.

Anonymous or Unidentified Complainants

Anonymous or unidentified complaints will be investigated at IHM’s discretion. This is dependent upon the nature of the complaint and there is sufficient information for the investigation.

IHM is not required to send a response to an anonymous or unidentified complainant.