Common use of Formal Complaints Clause in Contracts

Formal Complaints. Applicants can lodge a formal complaint with IED if an informal complaint has not been resolved satisfactorily. Formal complaints should be made in writing using the ISP Complaints Form, however, formal complaints will be considered in other written formats. Complaints should be emailed to xxxxxxxxx@xxxxxxxxx.xxx.xxx.xx and should clearly state the student’s name and ID, details of the complaint and the outcome sought by the complainant. Formal complaints will be directed to a manager within IED who is best placed to resolve the matter. Internal Appeals Applicants can request an internal appeal if they believe an error has been made in relation to the outcome of a formal complaint or any other decision relating to a student’s enrolment, including refunds. Appeals must be lodged within 20 working days from the date of written notification from DET of the complaint outcome or decision in relation to another matter. IED prefers that appellants complete and submit the ISP Appeals Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website, however, requests for an appeal will be considered when received in other written formats. Appeal applications should be emailed to xxxxxxxxx@xxxxxxxxx.xxx.xxx.xx . The appeal application must set out the reasons for requesting a review and outline what outcome the appellant is seeking. The application and any supporting documentation should provide enough detail for the reviewer to make an informed decision about the request for appeal. Internal appeals will be dealt with by a senior DET staff member who was not involved in the original decision or complaint. Each appeal request will be considered on its merits in conjunction with any supporting documentation provided. A student’s enrolment will be maintained during an internal appeal. However, DET may suspend or cancel the enrolment of a student at any time without or during an appeals process if the student’s health and wellbeing, or the wellbeing of others, is likely to be at risk.

Formal Complaints. Applicants can lodge a formal complaint with IED if an informal complaint the matter has not been satisfactorily resolved satisfactorilyinformally. Formal • IED prefers that formal complaints should be made are submitted in writing using writing. • IED prefers that the ISP Complaints FormComplaint Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website is completed and submitted, however, formal complaints will be considered in other written formats. Complaints • The completed Complaint Form should be emailed submitted to xxxxxxxxx@xxxxxxxxx.xxx.xxx.xx xxxxxxxxx@xxxxxxx.xxx.xxx.xx and should clearly state outline the student’s student name and ID, details of the complaint reason for the complaint, and what outcome the outcome sought by the complainantcomplainant is seeking. • Formal complaints will be directed to a manager within IED who is best placed to resolve the matter. • Complaints about the following matters will be dealt with as appeals: – A decision to issue a Notice of Intention to Expel and Report for Non-Payment of Fees – A decision to issue a Notice of Intention to Report and Defer, Suspend or Cancel a student’s enrolment due to misbehaviour – A decision to issue a Notice of Intention to Report and Defer, Suspend or Cancel a student’s enrolment due to unsatisfactory course progress or attendance – A decision to deny a request for deferral – A decision to deny a request for a school transfer – A decision relating to a refund request. Internal Appeals • Applicants can request an internal appeal if they believe an think IED has made in error has been made in relation to the outcome of a formal complaint or any other decision relating if they wish to appeal one of the decisions outlined above. • Complainants who are dissatisfied with the outcome of a student’s enrolment, including refunds. Appeals must be lodged within complaint have 20 working days to lodge an appeal from the date of they receive written notification from DET of the complaint outcome or from when they are informed of one of the decisions above. The exception is where a decision in relation has been made relating to another mattera refund request where the complainant has 28 days to lodge an appeal. IED prefers that appellants complete and submit the ISP Appeals Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website, however, requests for an appeal will be considered when received in other written formats. Appeal applications should be emailed to xxxxxxxxx@xxxxxxxxx.xxx.xxx.xx . • The appeal application must set out the reasons for requesting a review and outline what outcome the appellant is seeking. The application and any supporting documentation should provide enough detail for the reviewer to make an informed decision about the request for appeal. • Each appeal request will be considered on its merits in conjunction with any supporting documentation provided. • IED prefers that appellants complete and submit the Appeal Form available under Brochures and Forms on the xxx.xxxxx.xxx.xxx.xx website, however, requests for an appeal will be considered when received in other written formats. Appeal applications should be emailed to xxxxxxxxx@xxxxxxx.xxx.xxx.xx. • Internal appeals will be dealt with by a senior DET staff member who was not involved in the original decision or complaint. Each • The internal appeal request written outcome will be considered on its merits in conjunction inform the applicant of their right to access an external complaints handling and appeals process at minimal or no cost with any supporting documentation providedthe Victorian Ombudsman and include contact details. Enrolment during an internal appeal • A student’s enrolment will be maintained during an internal appeal. However, DET may suspend or cancel the enrolment of a student at any time without or during an appeals process if the student’s health and wellbeing, or the wellbeing of others, is likely to be at risk. External Complaints and Appeals • If the applicant is not satisfied with the outcome of an internal appeal they may seek an external appeal by making a complaint to the Victorian Ombudsman. • The contact details for the Victorian Ombudsman are: Address: Level 2, 000 Xxxxxx Xxxxxx, Xxxxxxxxx XXX 0000. Phone: +00 0 0000 0000. Website: xxxxx://xxx.xxxxxxxxx.xxx.xxx.xx/Xxxxxxxxxx/Xxxx- a-Complaint. • IED will comply with a decision or recommendation in favour of the student made by the Victorian Ombudsman, and will immediately implement the decision or recommendation and/or take the preventative or corrective action required by the decision, and advise the applicant of that action. The role of the Victorian Ombudsman • The Victorian Ombudsman deals with complaints. • Parents, students and agents can make a complaint to the Victorian Ombudsman at any time. However, the Victorian Ombudsman may ask the applicant to first access the ISP complaints and appeals process before dealing with the matter.