Academy of Interactive Entertainment Student Handbook
AIE Student Handbook
Complaints, Problems, Queries
Table of contents
The AIE is committed to continuous improvement of its programs, courses, teaching methods and administration. Students are invited to contact the Administration Office and/or teaching staff to make suggestions for improvement.
AIE’s policy of handling complaints is based on the following:
The purpose of this policy is to provide a fair and equitable procedure for AIE students, staff and stakeholders to submit and process a grievance related to academic and non-academic matters and receive fair treatment throughout the process.
• Policy and Procedure review date: March 2018
• Policy and Procedure last reviewed date: March 2017
• Procedure approved by: CEO
• Compliance Officer: Head of School
• Responsibility: CEO
Standards for Registered Training Organisations (RTOs) 2015
VET Student Loans Act 2016
Persons enrolled in a VET Unit of Study of VSL approved course that meets the course requirements as specified of the Act who are, or would be entitled to a VET Student Loan; and/or
Persons enrolled in a Nationally Accredited course included in AIE's registration of scope
Students who have lodged an academic or non-academic complaint or appeal with AIE
Grievances about assessment, student academic progress, course content, the quality of course delivery, and academic achievement in a course of study.
Matters may include but are not limited to operational, administrative, discrimination and harassment issues. Examples of these include sexual harassment, racial or sexual discrimination, physical or verbal abuse. Any staff member, student or stakeholder who feels aggrieved on any non-academic matter related to dealings with AIE may use this policy and procedure to seek resolution.
Students enrolled in courses of study with AIE are entitled to access AIE’s grievance procedure, regardless of the location of the campus at which the grievance has arisen, the student’s place of residence or the mode in which they study. AIE will address each student complaint or appeal in a confidential, punctual and efficient manner, in order to maintain a high level of customer satisfaction.
AIE documents and implements policies and procedures for dealing in a constructive and timely manner with client complaints and appeals against decisions made by AIE. The policies and procedures aim to ensure that:
• Each complaint and appeal and its outcome is recorded in writing
• Each complainant is entitled to be heard by an independent person or panel
• Each complainant has an opportunity to formally present his or her case and is given a written statement of the appeal outcome, including reasons for the decision
• Each party may be accompanied and assisted by a third part at any relevant meeting
• AIE acts upon the subject of any complaint found to be substantiated
• All appropriate records of all grievances will be kept for a minimum of five (5) years, and allow parties to the complaint appropriate access to those records.
AIE acknowledges and respects the privacy of students. It is required under the Privacy Act 1988 to comply with the National Privacy Principles in respect of the collection, use and disclosure of personal information from individuals. All records of grievances and their outcomes must be stored and kept strictly confidential.
This procedure will cover all complaints and appeals submitted by students undertaking training for nationally recognized training qualifications or other qualifications on AIE’s scope of registration. All disputes will be handled professionally in order to achieve a satisfactory resolution. The grievance procedure will be publicly available on the AIE website www.aie.edu.au and/or student handbook. Staff induction includes information on AIE’s grievance and appeals procedure.
Students have four stages at which a complaint may be addressed. Each of the stages is free of charge to the student.
Step 1. Informal Resolution
It is in the student’s best interests for a dispute to be resolved amicably and at an early stage. A difficulty should initially be discussed with teacher concerned, Head of School or Deputy Head of School and a satisfactory outcome might be achieved through discussion. Records of discussion will be included in student's file. The student has the right to be accompanied by a friend, advocate or carer in any face to face discussions. If the issue is not resolved within 5 working days then the student should proceed to Step 2.
Step 2. Formal Resolution
The student should lodge a written complaint using the approved AIE Complaint and Appeals Form.
Student should submit the form to the relevant Administration Manager/Head of School who will investigate the complaint. They will advise the complainant of the process to be followed and:
• review documentation
• review informal resolution process to date
• notify student of recommendation in writing
A satisfactory outcome might be achieved through conciliation.
If complaint is not resolved within 5 working days the student should proceed to Step 3.
CEO is to be notified of all written complaints as soon as practicable.
Step 3. Appeal process
The student can appeal to the Student Grievance committee.
The student should complete an addendum to the original Complaints and Appeal Form and submit to the CEO within 14 days of receiving a response from the Administration Manager/Head of School (Step 2) and must detail the nature of the matter, the grounds of the appeal, the avenues of conciliation previously undertaken and his/her desired outcome.
Membership of the Student Grievance Committee shall be nominated by the CEO and shall be composed of at least 3 people - for example:
• a Director or independent Program Manager (as Chair)
• a student representative
• a Counsellor/other support person
• an independent teacher from another area
• a representative from the International Office.
The Committee shall meet within five working days of receipt of the addendum to the Complaints and Appeal Form from the student. The student is able to formally present his or her case to the Student Complaints Committee in person. A support person may assist the student during the appeal and accompany the student to the meeting of the Student Complaints Committee.
The Chair of the Committee will advise the student in writing of the decision within five working days of the hearing. If the matter remains unresolved student can proceed to Step 4.
Step 4. Formal Resolution - External Professional Mediator appointed
Formal Dispute Resolution may be requested after all appropriate forms of informal resolution have been sought. Student can request mediation by completing an appropriate ‘Request for Mediation’ form. AIE can request Resolution Institute to organize an accredited independent professional Mediator. Mediator will be organized within 14 working days and the outcome of this mediation will be known at the end of the mediation session.
In consultation with the Mediator all costs associated with mediation are to be agreed to by both parties.
The Mediation can be conducted via phone or at a location as agreed to by all parties. All parties will commit to resolving the complaint. Third parties of each party may also attend the mediation. The Mediator will document all outcomes of mediation. At completion of the Mediation, all parties must sign an Agreement agreeing to the outcomes.
This agreement does not remove the right to take further action under Australia's consumer protection laws. The procedures set out in this document do not replace or modify procedures or any other responsibilities which may arise under other education provider policies or under statute or any other law.
Student Complaints and Appeals Procedure
Formal Resolution: External Professional Mediator appointed
AIE will keep appropriate records of grievances for at least five (5) years and allow parties to the complaint appropriate access to these records.
Any improvement action arising from a student grievance or appeal will be recorded in the Improvement Action Registry. This register will be reviewed by the Heads of School at least three times per year and a report will be supplied to the CEO. The CEO is required to report all grievances to the Board of Directors.
- AIE provides access to trained counsellors should the need arise. Students are able to obtain this service in the first instance at AIE's expense. Further counselling is then negotiated between the student and the counsellor. Students should contact the Administration Manager and/or Head of School for further information.
The following resources may also be of assistance: