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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


Age Discrimination Act 2004 (Commonwealth)

Children and Young People Act 2008 (ACT)

Disability Discrimination Act 1992 (Commonwealth)

Discrimination Act 1991 ACT

Higher Education Support Act 2003 (Commonwealth)

Human Rights Act 2004 (ACT)

Ombudsman Act 1989 (ACT)

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 Integrity Policy

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

Equity and Diversity Policy

5. Definitions

All terminology used in this policy is consistent with definitions in the CIT Definitions of Terms.

6. Policy Contact Officer

Executive Director, Corporate Services.

Contact CIT Student Services on (02) 6207 3188 or email for further information.

7. Procedures

This policy is implemented through the associated procedures. Authority to make changes to the procedures rests with the policy owner.

Policy No: 2018/2627
Approved: January 2019
Next Review: May 2020
Category: Student Policies
Policy Owner: Executive Director, Corporate Services
procedurepdf Complaints Students and Community Members Procedures
(PDF File 346.4 KB)


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