REVIEW

This policy is continuously under review. The last review occurred as at 30th June 2016. Contact IIFP administration for assistance.
This policy has been approved by Independent Institute (IIFP).

INTRODUCTION

The Independent Institute of Food Processing (IIFP) seeks to provide a high-quality education and training service in which all are encouraged to strive for excellence and fulfill their potential. IIFP is committed to implementing effective grievance procedures that, where possible, are managed quickly, at the local level and with a minimum number of people involved. The resolution process will focus on a rapid re-establishment of good educational working relationships and positive outcomes. The procedures aim to avoid blame and undue investigation. This policy applies to all students (including current, prospective and exiting students) undertaking study or training in courses offered by IIFP, including Apprentices under a Contract of Training. However, such Apprentices will also need to seek advice from the Accreditation and Registration Council about their rights and responsibilities. This policy applies to all grievances except those covered by equal opportunity legislation. Students can choose to use resources outside IIFP to resolve their grievances.

PRINCIPALS

In handling a complaint, whether formal or informal, confidentiality will be maintained to:

• Protect all parties involved in a complaint under the principles of natural justice
• Prevent the possibility of a defamation suit
• Involve the minimum number of people possible.
• All students and staff are to be informed of the grievance procedures.
• The focus for resolution will be on issues rather than individuals.
• Students and staff are to be protected from victimisation.
• Natural justice principles will be used to ensure procedural fairness.
• Strategies that allow students to express a grievance in ways other than making a complaint are to be encouraged (eg discussions, student forums, evaluation forms).
• Referral to an appropriate person (such as Customer service) to assist the effective and rapid resolution of any grievance will be available if required.
• Resolution of a grievance is to be achieved as quickly as possible, at the local level and with a minimum number of people involved.
• Impartial mediation by mutually selected mediators will be available if needed. Quality Directorate may be notified to assist.
• Information relevant to the grievance is to be provided to students who are involved in a complaint.
• All parties have a right to confidentiality and privacy subject to necessary legal responsibilities
• Action is to be commenced within two weeks of a formal complaint being made. In most cases, resolution will be finalised within a further one week.
• A grievance is owned by a complainant who has the right to withdraw the complaint at any stage and choose or alter the process of resolution (ie formal or informal). The police may be contacted in cases of possible criminal behaviour. If the grievance fits within equal opportunity legislation, it will be managed under the relevant guidelines.

PROCESS

There are two types of complaint and students may choose either:

Informal complaint

A complaint is considered to be informal when it is made verbally. It is also considered to be informal when it is made in writing and addressed to the person against whom the complaint is being made unless a signed copy of that letter is also sent to the CEO or Customer Service.

Formal complaint

Students may make a formal complaint by forwarding a signed written complaint to either the IIFP Director or Administration Manager within one month of the incident.

Appeals process

Following the resolution or completed investigation of a grievance, whether informal or formal, the complainant may appeal against any decision or finding made. At all times, another party to be their advocate may accompany the complaint.

COMPLAINTS ABOUT ACADEMIC MATTERS

Clients are encouraged to register complaints against any academic matter which emerge at the pre-enrolment period or whilst enrolled at IIFP. The complaint may be lodged informally or formally starting with the lecturer and progressing to the Customer Service / administration office.

Complaints must be lodged as early as possible. In all cases, any complaint by a client shall be recorded on a local form and copies given to the client and the CEO.

Parents of minors may lodge complaints on academic matters in behalf of their child/children to CEO.

Appeal against academic review decisions

The Institute provides for the right of appeal against academic review decisions if relevant new evidence, not previously accessible, becomes available following the decision, and where the process or the decision is deemed by the client to be:

• unfair or unreasonable
• biased or lacking objectivity
• untimely and lacking integrity
• outside the intent of the Institutes Academic Policy.

ACADEMIC REVIEW APPEALS

Should a client not agree with the decision of this body they may take their appeal to ASQA – Australian Skills Quality Authority Ph: 1300 701 801 .

APPEALS AGAINST ASSESSMENT

Clients may appeal against an assessment or their assessment results on the following grounds:

• inadequate information provided
• notice of less than that specified by the local rules was given
• the assessment is deemed to be incongruent with what was taught or the assessment dealt with matters not taught
• the assessment did not address specific disadvantages such as an allowable disability
• events outside the clients control affected the assessment conditions, such as;
  • faulty equipment
  • unclear instructions
  • obvious processing error in the result given
  • dispute about correctness of assessment answers or other performance.

REVIEW

This policy is continuously being reviewed by the CEO and staff.

APPROVAL

This policy has been approved by Independent Institute of Food Processing (IIFP).