Student Complaints

Stage 1 – Resolve a grievance informally

We hope all our students have positive relationships with our staff and other students and enjoy their experience at AIHE. If you’re experiencing any issues while you study with us, we want to help resolve it.

Grievances can often be sorted out quickly if you raise them directly with the person concerned. Usually your first action is to attempt to resolve the issue informally. The Student Support Officer can help you with communicating with the person.

It is important to raise the problem as soon as possible after the incident.

Stage 2 – Make a formal complaint

If you have raised a grievance as outlined above, and believe it hasn’t been resolved, you can submit a written complaint using the Student Complaint Form.

You may want to get some support and advice from the Student Support Officer in completing the Student Complaint Form. This advice is confidential. You may also get free advice that is independent of AIHE from the Office of the Training Advocate at http://www.trainingadvocate.sa.gov.au/.

Please submit your Complaint Form by email to student.assist@aihe.sa.edu.au.

Your complaint will be acknowledged and directed to the appropriate person. The Student Support Officer will let you know what’s happening and (if necessary) ask you for more information or to attend a meeting. You may bring a support person with you to any meetings, however that person should not be a legal practitioner acting in a professional capacity.

Once you’ve lodged a formal grievance or appeal, it’s important that you:

• keep a record of discussions, actions and dates
• make yourself available for meetings as required
• respect the confidentiality of those involved in the investigation
• check the relevant policies and procedures (see below).

Student Complaint Form

Stage 3 – Appeal to the Student Appeals Committee

If you feel that the outcome of your formal complaint is unresolved, you can appeal to the Student Appeals Committee by completing the Notice of Appeal Form. You need to do this within 20 working days of the decision on your formal complaint.

You may want to get support and advice from the Student Support Officer in completing the Notice of Appeal Form. This advice is confidential. You may also get free advice that is independent of AIHE from the Office of the Training Advocate http://www.trainingadvocate.sa.gov.au/.

Please submit your Appeal Form to the Student Support Officer at student.assist@aihe.sa.edu.au, Head of School or General Manager depending on the nature of the original grievance.

Your appeal will be acknowledged and you will be advised of the expected timeframe for review of the appeal. The Secretary of the Student Appeals Committee will (if necessary) ask you for more information and will invite you to present your case to the Committee. You may bring a support person with you to the meeting or nominate another person to speak on your behalf.

You will be informed of the decision of the Student Appeals Committee in writing, including the reasons for the decision. AIHE will implement and adhere to the recommendations made by the Committee.

Student Notice of Appeal Form

Stage 4 – Seeking an external review

If you are unsatisfied with the findings of the Student Appeals Committee you may lodge an external appeal or complaint with the Office of the Training Advocate (there is no cost for this service) or other relevant agency external to AIHE whose details are provided in Section 6 of the Procedure.

Accessing any of AIHE’s complaints and appeals processes does not remove your right to access independent legal remedies to solve disputes with AIHE.