Complaints and Appeals

We are so confident you will love our solutions, but for more reasons than a dissatisfaction with our choices, you may at times feel the need to appeal a decision we have made.

We take your complaints and reviews seriously, taking a principled position in assessing the significance and possible action we can take to minimize the likelihood of a situation recurring.

We may sometimes be accused of committing errors as the Imperial Institute of Sydney, our teachers, and any third party that provides services on our behalf.

If a client has a problem with our services or products, he may choose to lodge a complaint with Imperial Institute of Sydney. If somebody is dissatisfied with something we have done, they may appeal to Imperial Institute of Sydney.

We will make absolutely sure that the complainant has a high chance of being heard, and decisions made about the complaint will be fair and thorough. Each complaint will receive a fair hearing, and any outcome will be based upon that hearing.

The internal complaints and appeals process can be accessed for free

We encourage you to first attempt to resolve the issue informally by addressing it directly with the person who can problem-solve. If you are not pleased with the outcome of your case, you have the option to access a formal complaints and appeals process.

If you want to make a complaint or appeal, you must:

If you need to file a complaint or appeal regarding your experience with our institution, please complete the forms and address your concerns. This will help us resolve your problem as quickly as possible.
Within thirty days of that event, you should file an appeal seeking resolution of the situation to our office. If you are appealing a decision, you must submit your appeal within thirty days of receiving that decision.
You have 5 days from the date that we notify you to appeal to our decision.

If you feel as though the internal process of your institution has not resolved your grievance or if you wanna appeal and continue to pursue the appeal, you may need to file a claim with the Overseas Students Ombudsman.

International students may complain to the OSO about a range of circumstances including (but not limited to):

Being refused admission to a course.
Course fees and refunds.
Being refused a course transfer.
Course progress or attendance.
Cancellation of enrolment.
Accommodation or work arranged by Australian Federation College.
Incorrect advice given by an education agent.
Taking too long in certain processes such as issuing results.
Not delivering the services indicated in the Student Agreement.

More information can be found at:
http://www.ombudsman.gov.au/making-a-complaint/overseas-students#quality-of-education-provider

Free of charge, these sorts of issues can be customized by internal methods in efficient ways

We will fully cooperate with the OSO and take all necessary actions as dictated by their decisions or recommendations. We will provide you with written updates of our actions based on the OSO’s decision.

Complaints can also be made to the organisations indicated below:

National Training Complaints Hotline:

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Access to the Hotline is through:
Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally
Email: ntch@education.gov.au
Australian Skills Quality Authority (ASQA):

Complainants may also complain to our registering body, Australian Skills Quality Authority (ASQA). It is important to understand that ASQA does not act as an advocate for individual students and is not responsible for resolving disputes between students and training providers. ASQA only uses information from all complaints as intelligence to inform regulatory activities. More information can be found at:
https://www.asqa.gov.au/complaints
Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.