Student Complaints & Appeals Procedure

      Informal Process
 

  1. Any student with a question or complaint may raise the matter with staff of francapelli academy and attempt an informal resolution of the question or complaint.

  2. Questions or complaints dealt with in this way do not become part of the formal complaint process and will not be documented, recorded or reported on unless the francapelli academy staff member involved determines that the issue question or complaint was relevant to the wider operation of the francapelli academy.

  3. Students who are not satisfied with the outcome of the question or complaint are encouraged to register a formal complaint.
     

     Formal Complaints
 

  1. Students who are not satisfied with the outcome of the informal process, or, who want to register a formal complaint may do so. To register a formal complaint a student must complete the student complaint form and contact the Administration Assistant to arrange a meeting. At this meeting with the Principal, the complaint can be raised and a resolution attempted.  The student may bring a support person.

  2. At the stage of the complaint meeting, the complaint must be recorded in writing and signed and dated by the complainant and the Administration Assistant. The complaint is recorded in writing by completing the student complaint form prior to the meeting or a new document can be prepared and signed during the meeting.

  3. The Principal will then attempt to resolve the complaint with the student, their support person and any other parties who may be involved. A maximum time of two weeks will be allowed for the resolution unless all parties agree in writing to extend this time. This period is called the resolution phase.

  4. At the end of the resolution phase (two weeks or such other time as agreed to by all parties in writing) the Administration Assistant will report francapelli academy's decision to the student. Francapelli Academy's decision and reasons for the decision will be documented by the Admin Assistant and placed in the students file.

  5. Following the resolution phase francapelli academy must implement the decision as conveyed to the student and their support person.

  6. Any systemic issues identified as a result of the complaint will be fed into francapelli academy’s continuous improvement system via a report to the Academy Monthly Meeting.

  7. If a student is dissatisfied with the outcome of the formal complaint process then they may institute an appeals process by completing the appeals form.
     

     Appeals
 

  1. Appeals may arise from a number of sources including appeals against assessment, appeals against discipline actions and appeals against decisions arising from complaints. The essential nature of an appeal is that it is a request by a student to reconsider a decision made by francapelli academy.

  2. The appeals process is initiated by a student completing the student appeals form.

  3. After a student makes an appeal, francapelli academy will appoint an independent person or body to hear the appeal and propose a final resolution.

  4. Students appealing an assessment will be given the opportunity for reassessment by a different assessor selected by francapelli academy. Costs of reassessment will met by the francapelli academy. The recorded outcome of the assessment appeal will be the most favourable result for the student from either the original assessment or the reassessment.

  5. For appeals which do not involve assessment the independent mediator will be Carolyn King, EdMediation (Education Dispute Mediators)
    Ph: (03) 9670 5563 or 0447 044 846. Francapelli academy will pay 50% costs of mediation.
     

  6. For appeals which do not involve assessment:

  • The student will have an opportunity to formally present their case, in writing or in person.

  • The outcome of the appeal and reasons for the outcome will be recorded in writing and signed and dated by the student and francapelli academy and placed in the student file.

  • In all other respects the appeals procedure will be determined by the independent mediator.

  • Following the appeal decision phase francapelli academy must implement the decision as conveyed to the student.
     

7.  Any systemic issues identified as a result of the appeal will be fed into francapelli academy’s continuous improvement system via a report
     at Academy Monthly Meeting.

8.  There are no further avenues within francapelli academy for complaints or appeals after the appeals phase has been completed.

Further information: If, after the RTO’s internal complaints and appeals processes have been completed, you still believe the RTO is breaching or has breached its legal requirements, you can submit a complaint to the Victorian Registration and Qualifications Authority (VRQA). Complaints to VRQA can be submitted by doing one of the following:

  • completing an online complaint form

  • filling out the printable complaint form and posting or emailing it to the VRQA

  • writing a letter and posting or emailing it to the VRQA

 

Further information can be found on the VRQA website: http://www.vrqa.vic.gov.au/complaints/Pages/default.aspx Contact details for VRQA are as follows:

Victorian Registration and Qualifications Authority (VRQA).
Level 4,
Casselden Place
2 Lonsdale Street Melbourne Vic 3000
Postal Address: GPO Box 2317, Melbourne, Vic, 3001 Ph: (03) 9637 2806
Website: www.vrqa.vic.gov.au (Please be aware that VRQA does not act in a mediation capacity).