STUDENT COMPLAINTS

All students at AIHE have the right to:

raise any concerns, problems or grievances (a grievance is an issue or concern that is raised for resolution through a complaint) they may have that arises in the course of being an AIHE student or prospective student
lodge a formal complaint if they feel they have been wrongly treated by AIHE, its staff members or another student
appeal against academic and administrative decisions made by AIHE.

Students should familiarise themselves with their rights and responsibilities as AIHE students.

Where to get help with grievances, complaints and appeals

The Student Support Officer at student.assist@aihe.edu.au, is available to give you advice and support in relation to grievances, complaints and appeals, to assist you with unlawful discrimination and harassment, and to explain where you can get help outside AIHE.

How to resolve a problem

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.

Stage 1 – Resolve a grievance informally

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).

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.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.

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.

Cancellation or suspension of enrolment

AIHE may decide to cancel or suspend your enrolment in some circumstances, including:

failure to maintain satisfactory academic progress
failure to pay tuition fees
student misconduct.

For international students – Visa status

Where an international student’s enrolment is cancelled or suspended, AIHE must report this to the Department of Home Affairs. To determine your visa status, you will need to contact the Department of Home Affairs https://www.homeaffairs.gov.au/.

If your enrolment is cancelled for failure to maintain satisfactory academic progress, you will not be reported to the Department of Home Affairs until the external appeal processes has been exhausted.

Appealing against cancellation or suspension of enrolment

If AIHE indicates that it intends to cancel or suspend your enrolment, then you have the right to appeal. By law, you must be given 20 working days to lodge your appeal.

Please note that you may not be permitted to enrol in classes while your appeal is being considered.

The complaints and appeals process

The investigation timeframe can vary, ranging from a few days for minor complaints, to several months for more complex matters.

Once AIHE has an outcome you will be informed of the decision. AIHE cannot guarantee your complaint will be resolved in the way you wish. If it is found that you were treated unfairly, AIHE will seek to redress the disadvantage. If the investigation shows that a decision was correct, the Student Support Officer will help you to understand the reasons behind the decision.

Opportunities for improvement

It may be that your complaint reveals an underlying problem in AIHE. If so, the Student Support Officer will work with those responsible to help rectify the anomaly.

A student’s complaint can result in changes that positively affect the situation of other students even when their own particular case seems unsuccessful. Even if you feel that there is not much chance of fixing your problem, you might still want to approach the Student Support Officer to make sure that a particular practice does not continue and other students do not end up with the same problems.

Policies and procedures for student complaints

To ensure grievance, complaints and appeals are handled properly and you know your rights, we have developed the following policies and procedures.

Student Portal | Staff Portal