Complaints
Aim
To ensure that student grievances are managed consistently and effectively.
Policy
The college will respond to student grievances in a fair and timely manner.
Procedure
Before making a claim under this policy, it is strongly recommended that wherever possible, a student discusses the issue with the class tutor and progresses to a claim only if the solution proposed by the class tutor is unsatisfactory. The college policy is that we will respond to student grievances in writing in a fair and timely manner.
How to Lodge a Complaint
Quality Education
The college policy is that we will provide a quality learning experience and that all assessment will be in line with National Assessment Principles.
If a student believes that the course has not been a quality learning experience, or an assessment has been unfair, then redress and/or refund may be sought. A student may seek redress or refund if she/he believes that:
1. The college has not delivered what was promised in the course promotion. (The promotion consists of the course description, agenda, learning outcomes, venue and class times);
2. The quality of teaching is not up to a reasonable standard. Note: The quality of teaching cannot be reasonably assessed in less than 25% of the allocated teaching time;
3. An assessment was unfair;
4. A student was treated unfairly;
5. The venue and/or equipment are not up to a standard which would enable to the achievement of the stated course outcome.
The college will not consider a claim for refund unless a student has attended at least 2 sessions of an 8 session course, 2 sessions of a 4 session course or 1 full session of a 2 session course.
Claims for refund, credit or reassessment.
To claim a refund, a credit or a reassessment under 1 – 5 above, a student must inform the college in writing identifying which areas 1–5 above have been below standard, providing a full explanation substantiating the claim. This may be done via post to:
The Principal,
Sydney Community College,
PO Box 247,
LEICHHARDT, 2040.
or
Fax to 8752 7500
The matter will be reviewed by the Principal who may seek further information including the opinion of the tutor, an independent subject expert, and a survey of opinions of other class members.The student will be notified by e-mail or post of the decision of the Principal within 14 days or if this is not possible, the student will be given a date when the matter will be decided.
Whilst a claim is under consideration, it is recommended that a student continue to attend the course. If a student continues to attend a course or completes the course and then makes a claim, this will not prejudice a claim for refund or credit.
If the decision of the Principal is in favour of the student, an offer of refund or credit may be made. Depending on the nature of the grievance, this may be a full refund, a part refund or an offer of credit to the same course in a future term or a reassessment of the student.
Should the matter not be resolved in the students favour, a review by the College Grievance Committee may be requested. This committee is external and independent of the college administration. All documents will be reviewed by the committee and a decision communicated to the student in writing within 14 days of receipt of the referral.
Requests for review should be addressed to:
The College Grievance Committee,
PO Box 247,
LEICHHARDT, 2040.
The decision of the College Grievances Committee is final and no further correspondence will be entered into once a decision has been made.
Should a student remain unsatisfied with the decision of the College Grievances Committee, the matter may be referred to the NSW Office of Fair Trading Phone: 13 32 20 or visit The NSW Office of Fair Trading
