Complaints Students and Community Members Policy
1. Purpose
To enable students and community members to raise a complaint at CIT and ensure that all complaints raised are managed in a fair, consistent and timely manner for the complainant(s) and the respondent(s).
2. Scope
This policy applies to all complaints raised by CIT students and members of the community.
3. Principles
3.1 All CIT students and community members have the right to make a complaint, regarding anything they feel is unreasonable or unfair.
3.2 Complaint issues should first be raised by completing a complaint form, which is then forwarded to the Executive Director, Corporate Services who will acknowledge the complaint and advise the complainant who will be managing the complaint.
3.3 If a student chooses to raise a complaint, the student’s enrolment or academic progress will not be jeopardised.
3.4 The complainant and respondent are entitled to fair, respectful and timely resolution of complaints in accordance with the principles of natural justice and procedural fairness.
3.5 Complaints will be managed in accordance with the CIT Privacy Policy. This means that all personal information collected by CIT is used only for the purpose it is collected and will only be shared on a need to know basis.
3.6 Anonymous complaints will be addressed, however there may be limited outcomes for matters raised this way.
3.7 If a complainant is not satisfied with the complaints handling process, or consider the outcome not justified, an internal review can be requested through the CIT Chief Executive Officer, Executive Director, Education and Training Services or Executive Director, Corporate Services or Executive Director, Industry Engagement and Strategic Relations.
3.8 The complainant can withdraw a complaint at any time during the process. However, depending on the nature of the complaint, CIT may be required to continue with its enquiries.
4. Documentation
Legislation
Age Discrimination Act 2004 (Commonwealth)
Children and Young People Act 2008 (ACT)
Disability Discrimination Act 1992 (Commonwealth)
Higher Education Support Act 2003 (Commonwealth)
Public Sector Management Act 1996 (in particular sections 6 and 9)
Racial Discrimination Act 1975 (Commonwealth)
Sex Discrimination Act 1984 (Commonwealth)
Workplace Health and Safety Act 2011 (ACT)
ACT Government Resources
ACT Public Service Code of Conduct
ACT Public Service Respect, Equity and Diversity (RED) Framework
ACT Public Service Preventing Work Bullying Guidelines
CIT Policies, Guides and Resources
Bullying and Harassment Prevention Policy
Bullying and Harassment Prevention Procedures
5. Definitions
All terminology used in this policy is consistent with definitions in the CIT Definitions of Terms.
6. Policy Contact Officer
For more information regarding this policy contact the Executive Director, Corporate Services.
Contact CIT Student Services on (02) 6207 3188 or email infoline@cit.edu.au.
7. Procedures
This policy is implemented through the associated procedures. Authority to make changes to the procedures rests with the policy owner.
POLICY INFORMATION |
Policy No: 2018/2627 Approved: January 2019 Next Review: May 2020 Category: Student Policies Policy Owner: Executive Director, Corporate Services |
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