Standard 10Standard 10

Standard 10

Complaints and appeals

1. The registered provider must have and implement a documented internal complaints handling and appeals process and policy, and provide the overseas student with comprehensive, free and easily accessible information about that process and policy.
2. The registered provider’s internal complaints handling and appeals process must:
   1. include a process for the overseas student to lodge a formal complaint or appeal if a matter cannot be resolved informally
   2. include that the provider will respond to any complaint or appeal the overseas student makes regarding his or her dealings with the registered provider, the registered provider’s education agents or any related party the registered provider has an arrangement with to deliver the overseas student’s course or related services
   3. commence assessment of the complaint or appeal within 10 working days of it being made in accordance with the registered provider’s complaints handling and appeals process and policy, and finalise the outcome as soon as practicable
   4. ensure the overseas student is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings
   5. conduct the assessment of the complaint or appeal in a professional, fair and transparent manner
   6. ensure the overseas student is given a written statement of the outcome of the internal appeal, including detailed reasons for the outcome
   7. keep a written record of the complaint or appeal, including a statement of the outcome and reasons for the outcome.
3. If the overseas student is not successful in the registered provider’s internal complaints handling and appeals process, the registered provider must advise the overseas student within 10 working days of concluding the internal review of the overseas student’s right to access an external complaints handling and appeals process at minimal or no cost. The registered provider must give the overseas student the contact details of the appropriate complaints handling and external appeals body.
4. If the internal or any external complaints handling or appeal process results in a decision or recommendation in favour of the overseas student, the registered provider must immediately implement the decision or recommendation and/or take the preventive or corrective action required by the decision, and advise the overseas student of that action.