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International Students Non-academic Grievances and Complaints Policy

1. Purpose

To provide, for complainants and respondents, a fair, thorough and consistent, transparent and timely process for resolving grievances or complaints raised at CIT, its agents or related parties.

2. Scope

This policy applies to all non-academic grievances or complaints (herein referred to as 'complaints') raised regarding anything they feel is unreasonable or unfair by CIT international students.

3. Principles

3.1 CIT is committed to the principles of equal opportunity (i.e. a fair, respectful, impartial, and timely resolution of complaints);

3.2 CIT is committed to high ethical standards, including cooperation, tolerance and acceptance of rights and obligations; and

3.3 CIT will actively support the educational and cultural needs of students.

3.4 Students have the right to be provided with processes that enable their complaints to be heard where processes:

  • 3.4.1 for any decision/s made, are free from bias, retribution or victimisation, and ensure that the Complainant's enrolment or academic progress will not be jeopardised;
  • 3.4.2 for decision making occurs after a reasonable investigation into the issue/s has been conducted and where relevant evidence is considered; and
  • 3.4.3 provide Complainants opportunity to respond to, any information presented or considered in reaching a decision.

3.5 Complaints will be managed in accordance with the CIT Privacy Policy. This means that all personal information collected by CIT, its agents or related parties is used only for the purpose it is collected, subject to the need to fully investigate the matter and any legal requirements for disclosure.

3.6 All parties involved in a complaint must participate in the resolution process in good faith.

3.7 A student's enrolment will be maintained throughout all stages of the resolution process, except if the complaint is against CIT's, its agent's or related parties' decision to defer or suspend a student's enrolment due to misbehaviour or to cancel the student's enrolment (see Academic Misconduct Policy for further details).

3.8 Written records detailing the reasons and explanations for decisions and actions taken will be kept by CIT and can be provided to both the Complainant and/or, if requested to their representative (only if the Respondent provides CIT written authorisation to disclose their personal information) at every stage of the resolution process. Records of complaints remain confidential and are kept for at least seven years.

3.9 The complainant and respondent have the right to be accompanied or represented by a 'third party' and where applicable, either CIT or the student may ask for an interpreter to be present. CIT will bear any costs associated with their procurement of such services.

3.10 CIT is committed to the early and informal resolution of complaints where the complainant should attempt to resolve any complaint/s in an informal way with the person involved before initiating formal complaint resolution processes.

3.11 If unable to be resolved as per item 3.7, complaints can be raised by completing a complaint form, which is then forwarded to the General Manager, Student and Academic Services, who will acknowledge the complaint and advise the complainant who will be managing the complaint.

3.12 Anonymous complaints will be addressed; however there may be limited outcomes for matters raised this way.

3.13 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.

3.14 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 Standards Framework (Threshold Standards) 2015

Higher Education Support Act 2003 (Commonwealth)

Human Rights Act 2004 (ACT)

Ombudsman Act 2004 (ACT)

National Code of Practice for Providers of Education and Training to Overseas Students 2017

Public Sector Management Act 1994 (in particular sections 6 and 9)

Racial Discrimination Act 1975 (Commonwealth)

Sex Discrimination Act 1984 (Commonwealth)

Tertiary Education Quality and Standards Agency Act 2011

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

Records Management Policy

5. Definitions

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

6. Policy Contact Officer

Director, Education 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: 2017/2087
Approved: May 2019
Next Review: October 2021
Category: Student Policies, Training Policies
Policy Owner: Executive Director, Education & Training Services
procedurepdf International Students Non-academic Greivances and Complaints Procedures
(PDF File 197.6 KB)


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