Grievances, Complaints and Appeals Procedure
All complaints will be handled in a fair and impartial manner, as outlined in this policy.
The Academy of Makeup has established a complaints procedure to ensure all students are heard fairly and with confidentiality until the matter is resolved to the satisfaction of all parties.
All students are encouraged to adhere to this policy by first bringing all problems and complaints to the attention of the Head Trainer. Students and staff are encouraged to resolve issues at a campus level, directly with the persons concerned, wherever possible. Each classroom has a poster on display for students to refer to should they wish to lodge a complaint or appeal. This poster details how students should go about requesting assistance, and whom they should direct their inquiry/complaint/request to.
The purpose of the Academy of Makeup Complaints & Appeals Procedure is to give the trainers and students the opportunity to clear up problems, misunderstandings, and disputes. For the purposes of this policy, a complaint is defined as ‘an expression of dissatisfaction, by any person, with any aspect of the Academy of Makeup’s services and activities’, including:
- The enrolment or induction process
- The quality of training provided
- Matters relating to individual academic progress
- Privacy, access to student records, and the handling of personal information
- The provision of a fair and equitable learning environment
This Grievances & Appeals Procedure is considered a formal method of assuring all parties receive fair, timely and suitable treatment. In order for this procedure to be successful, all parties must be actively involved, when informal methods prove unsatisfactory.
TIMELINES: The Academy of Makeup will endeavour to keep to stated timelines, however it may be necessary due to the complexity of a certain complaint/appeal for resolution to take longer. In such cases the parties concerned will be advised, and an expected timeline will be specified.
COST: There is no cost to the complainant for utilising this complaints and appeals process.
ENROLMENT/EMPLOYMENT STATUS: No complainant will be discriminated against for lodging a personal complaint and all complaints, concerns and appeals remain confidential.
Where a student chooses to utilize this policy and procedure, the Academy of Makeup will maintain the student’s enrolment while the complaints and appeals process is ongoing. Where a staff member chooses to access this policy and procedure, the Academy of Makeup will maintain the staff member’s employment while the complaints and appeals process is ongoing.
RECORD KEEPING & CONFIDENTIALITY: A written or electronic record of all complaints handled under this procedure, along with their outcomes, shall be maintained for a period of five (5) years. During this time, all involved parties will be granted appropriate access to these records, upon written request to the General Manager. These records will be maintained at the Academy of Makeup Head Office – 4/2-6 Wanrua St, Cheltenham VIC 3192.
- Informal Resolution:
All students who have complaints, problems, concerns or disputes with another student, Academy of Makeup staff or Trainers, or having anything to do with course conditions, unfair treatment, disciplinary actions, safety or discrimination should bring the issue to the attention of their Head Trainer within seven (7) days of the incident.
Students should be given the opportunity to formally present their case.
Within five (5) working days following the initial discussion, the Head Trainer will make every effort to mutually resolve the situation to everyone’s satisfaction. Each student will be given a written statement of the outcomes including reasons for the decision, in a timely manner as detailed below.
If the issue cannot be resolved mutually to everyone’s satisfaction, additional time to gather more comprehensive information may be granted, as agreed by all parties, or the complaint may be referred to the next step, Formal Complaint.
- Formal Complaint
If the matter still remains unresolved, or has not been resolved satisfactorily the student may file a written complaint and submit it to the Academy Manager.
Grievance/Appeals must be in writing and lodged with the Academy Manager within fourteen days of the matter arising. The documents must indicate the nature of the grievance/appeal and state the grounds for appeal. Documentary evidence should be supplied, where appropriate.
The Academy Manager will make every effort to mutually resolve the situation to everyone’s satisfaction. The Academy Manager will provide the student with a response within five (5) working days of receipt of the written complaint.
If the issue cannot be resolved mutually to everyone’s satisfaction, additional time to gather more comprehensive information may be granted, as agreed by all parties, or the complaint may be referred to the next step, Internal Appeal.
- Internal Appeal
If a complainant is dissatisfied with the outcome of their formal complaint process they may lodge a written appeal with the General Manager, (who is senior to the original decision maker), within five (5) working days of the outcome.
The Academy will then deal with the matter through the following process, where appropriate:
a) review/research/interview conducted by the General Manager;
b) where this fails to resolve the issue the matter will be referred to the CEO for comment and resolution. The CEO will consider the matter within ten working days of the date of submission. The CEO will advise the student of the resolution within five working days of the decision.
c) should the issue remain unresolved an external mediator will be appointed. There will be no further right of appeal.
A student may appeal against an assessment decision on the following grounds:
a) assessment requirements were varied without consultation or in an unreasonable way;
b) assessment requirements were applied in a discriminatory way;
c) an error was made in the computation of a grade;
d) due regard was not paid to evidence of illness or misadventure submitted during the semester which is purported to explain poor performance in the unit.
Assessment appeals may be referred to an external assessor for arbitration. Only one external assessment will be provided and the decision reached by that assessment will be final.
A student may appeal against a decision to exclude them from a course or unit on the following grounds:
a) equal opportunity principles were not applied;
b) there were matters outside the student’s control which contributed to the students’ failure to meet the required standards for entry to the course/unit, and that those matters are unlikely to operate in the future;
c) incorrect information was supplied to the student during the selection process; or
d) the selection process was not followed correctly;
Should the processes outlined above not satisfactorily resolve a grievance the Academy of Makeup will engage a professional mediator to resolve the issue.
- External Appeal
If the matter remains unresolved after the General Manager presents the written appeal outcome report, the appellant may make a written request to the General Manager that they wish the matter to be dealt with through an independent external dispute resolution process. The Academy of Makeup, in consultation with the appellant, will appoint a mutually agreed independent external mediator within ten (10) working days.
Summary of Stages in procedures for Handling Complaints/ Appeals
Complaint lodged informally to Head Trainer (either in person or via phone or email)
No further action (no more than 5 days from initial complaint) Outcome to be documented, one copy given to the student, one copy filed in the student’s file, and one copy sent to the National Education Manager
If not resolved
Written complaint is formally lodged with National Education Manager
No further action (no more than 5 working days from lodgement of written complaint) Outcome to be documented, one copy given to the student, one copy filedin the students file and one copy retained by the Academy Manager.
If not resolved
Written appeal is lodged with the General Manager for review and determination an investigation.
No further action (no more than 5 working days from referral to the General Manager). An independent review panel may be utilised at this stage.
If not resolved
A written request may be made to refer the matter to an independent external mediator.
A mutually agreed independent external mediator will be appointed within ten (10) working days of appeal request.