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Student Complaint Management Procedure

Document: PR012: Student Complaint Management Procedure

Date of Approval: Thursday, 26 November 2015
Date of Implementation: Thursday, 26 November 2015

1. Purpose of Procedure

This Procedure ensures that CPEE acts to resolve student complaints and appeals fairly, promptly and efficiently.

2. Definitions

Refer to CPEE Glossary of Terms

3. Instructions

The process is depicted in figure 1.

* Refer to procedure pdf for associated flow chart

 3.1. Informal Resolution

The CPEE expects and encourages students to try to resolve their problem or concern informally in the first instance.

3.2. Informal Complaint

Since many problems or concerns may arise through misunderstanding they may best be dealt with informally.

An informal complaint may be raised with CPEE Higher Education Officer (HEO) by telephone, email or in writing.

When making an informal complaint it is important to provide full details as this will help the investigating officer.

The HEO will advise the student of the outcome of the investigation.

If the attempt at resolving this complaint is not successful the student can lodge a formal complaint.

3.3. Formal Complaint

All formal complaints must be made by the student in writing by lodging the CPEE Formal Complaint form and must include:

  • A concise description of the complaint
  • Previous actions taken by the Student (such as informal resolutions)
  • Copies of any supporting documentation

All formal complaints must be made within 12 months of the incident occurring.

The making of vexatious or frivolous complaints may result in the student conduct being investigated under the CPEE Student Code of Conduct.

3.4. Receipt & Acknowledgment

All formal complaints will be received by the HEO who will provide the student of written receipt of acknowledgement of receipt within 5 working days.

3.5. Assessment

Initial assessment of the formal complaint will be made by the CPEE HEO within 5 working days of receipt of the formal complaint.

If initial assessment of the complaint determines that it does not lie within the scope of CPEE operations then the HEO will advise the student that the issue that they have raised does not constitute a complaint.

If initial assessment of the complaint determines that it does lie within the scope of CPEE operations then the HEO will advise the student that the complaint is being investigated.

3.6. Investigation

The investigation of the formal complaint will be undertaken in a fair and confidential manner and that all parties involved will be kept informed appropriately.

3.7. Determination

At the conclusion of the investigation the HEO will make a determination in regards to the formal complaint normally within 10 working days of CPEE acknowledgement of the formal complaint to the student.

If the complaint is determined to be valid and unable to be resolved through mediation the matter will then be dealt with under the relevant CPEE Policies and Procedures.

3.8. Referral

If the student is dissatisfied with the decision regarding their formal complaint the student has the right to refer their formal complaint to an external agency.

4. Roles & Responsibilities

The HEO is responsible for application of this Procedure. All staff and students who are party to a complaint must comply with this Procedure.