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).
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.
In handling a complaint, whether formal or informal, confidentiality will be maintained to:
There are two types of complaint and students may choose either:
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.
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.
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.
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.
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:
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 .
Clients may appeal against an assessment or their assessment results on the following grounds:
This policy is continuously being reviewed by the CEO and staff.
This policy has been approved by Independent Institute of Food Processing (IIFP).< Risk Safety Management Policy Access, Equity & Disability Policy >