Purpose of the Process This process is to used by students with a current enrolment who want to raise concerns regarding:
your treatment as a student,
the quality or delivery of a service provided by the College and/or
conduct of staff or students, which you believe do not accord with the expectations set out in the Student Complaint Policies or Student Handbook and, which are not more than 12 months old, unless there are extenuating circumstances.
This process does not apply to complaints involving :
student requests for review or appeal of College decisions, which are addressed through an external inquiry to the Queensland Ombudsman outlined in the Student Complaints Policy & the Student Complaints Procedure.
allegations of bullying, harassment and discrimination by staff members, which are addressed through the College's Workplace Harassment Bullying and Discrimination Policy.
allegations of sexual assault, bullying harassment and discrimination by other students, which are addressed through the College's Student Sexual Assault, Harassment, Bullying & Discrimination Policy and Procedures for Reporting and Responding to Student Sexual Assault, Harassment, Bullying & Discrimination.
allegations which constitute misconduct or serious misconduct by a staff member, which are addressed through the College Student Handbook.
How to ensure that your complaint is heard
Follow the procedure for making a complaint under the Student Complaints Procedures. Refer to 'resolving your complaint' for an overview.
Be respectful and factual.
Accurately answer all the require fields in the form.
List issues separately, clearly and concisely so that they can considered.
Attach all relevant documents and correspondence to support their claims.
Indicate the outcomes that you seek; although we may not be able to meet these, it helps to identify other possible solutions.
If, lodging a group complaint, ensure that all complainants have the same complaints and seek the same outcome.
Ensure that the complaint is not frivolous or vexatious under the Student Complaints Policy.
Ensure that you adhere to any time frames.
What happens after your complaint is lodged?
The information you provide (in the form) is used to determine the appropriate course of action.
Details of your complaint are provided to the College's administration office and Director of PTC to address the matter.
The responsible complaint handler may contact you to seek clarification and further information to assist the investigation process. It is expected that students will assist the complaint handler with the complaint resolution process.
If your complaint is about someone's behaviour, it is likely that the responsible handler will provide the details of your complaint to the identified person, to offer the courtesy of a response under natural justice principles. The details of your complaint may also be provided to other College personnel as required.
The Student Complaints Policy assures 'complaints are considered with courtesy, with due regard to confidentiality, and without fear of prejudicial treatment.'
You will receive acknowledgement within 10 working days after receipt of this form.
While the College treats seriously any complaints reported anonymously, it may be unable, either properly or fully, to investigate such a complaint or provide a decision or take action to resolve the complaint, when the source of the complaint is unknown.