Purpose

This Policy establishes how Infinity Institute/Australian College of Hypnotherapy will deal with complaints from students. The Procedure outlines the process of lodging a complaint and how that complaint will be deal with.

Definitions

For the purposes of this document the following applies:

Appeal means the escalation and review of an outcome of a Formal Complaint where a Complainant is not satisfied with the result.

Complainant means a student who raises a Complaint and seeks a resolution to that Complaint.

Complaint means a problem, concern or feeling of dissatisfaction that a student has with an act, omission, oversight or decision made by another student or any Infinity Institute/Australian College of Hypnotherapy staff or contractor (Respondent) where the student seeks a resolution. A Complaint could be of an academic or personal nature.

Formal Complaint means a Complaint made in writing which cannot be resolved through the Informal Complaint mechanism.

Informal Complaint mean a complaint that is dealt with directly between the complainant and any other person involved, with the intention of a resolution prior to a Formal Complaint being raised.

Respondent means the person or people that a Complaint is made against.

Overview

Infinity Institute/Australian College of Hypnotherapy is committed to providing an effective, efficient, timely, fair and confidential academic and non-academic grievance handling procedure for all students.

Academic matters include those matters which relate to student progress, assessment, course content or awards in a course of study.

Non-academic matters include those matters which do not relate to student progress, assessment, course content or awards in a course and include complaints in relation to personal information that the provider holds in relation to the Student. Non-academic grievances tend to arise from events occurring at a provider’s premises or from non-academic decisions made by a provider.

Policy

Infinity Institute/Australian College of Hypnotherapy is committed to providing an effective, efficient, timely, fair and confidential academic and non-academic grievance handling procedure for all students.

All complaints are taken seriously and will be investigated fully and thoroughly. At the compulsion of such investigation, any and all appropriate action will be taken. Complainants should feel completely comfortable in lodging complaints without fear of any reprisal or untoward consequences of doing so.

The principles of natural justice and procedural fairness underpin Infinity Institute/Australian College of Hypnotherapy’s. These principles are adopted at every stage in the process. Complaints will be investigated in an honest and ethical manner to ensure that the outcome is fair and just.

This Policy sets out the framework for the complaints handling system which includes:

  • Providing an impartial and fair mechanism for students to make a Complaint Student Complaints and Appeals Policy and Procedure
  • Providing students accurate information on how to make a Compliant
  • Setting timeframes for Complaint resolution
  • Providing or allowing support for the student
  • Allowing the student to access independent professional advice at their own cost
  • Informing students of their options if they are not satisfied with the outcome
  • Providing an Informal Complaint and Formal Complaint process for dealing with their concerns
  • The student is informed if costs may be incurred for Appeals, and these costs are reasonable

Infinity Institute/Australian College of Hypnotherapy maintains a Complaints and Appeals Register. This Register will include details of all Formal Complaints lodged, details of outcomes and any other relevant information. All Complaints will be dealt with in a manner which ensures privacy, and where necessary confidentiality, of the parties involved.

Responsibility

The Chief Executive Officer is responsible for implementation of this policy and procedure and ensuring that all staff are fully trained in its operation and students and complainants are made aware of its availability.

Formal Complaint

The following procedure is to be applied to a formal complaint:

  • The Complaint and Appeals form must be fully completed
  • The complainant and respondent will have the opportunity to present their case at each stage of the procedure
  • The complainant and the respondent have the option of being accompanied/assisted by a third person (such as a family member, friend or counsellor) if they so desire
  • The process will be free of discrimination or victimisation
  • At all stages of the process, discussions relating to complaints, grievances and appeals will be recorded in writing. Reasons and a full explanation in writing for decisions and actions taken as part of this procedure will be provided to the complainant and/or the respondent if requested
  • Records of all grievances will be kept for a period of five years. These records will be kept strictly confidential

Stage One

Formal grievances should be submitted in writing to the Secretary at 136 Moore Street Leichhardt NSW 2040, with a copy sent to the responsible trainer who taught the course. The Holistic Healing Company Pty Ltd Trading as Australian College of Hypnotherapy and Infinity Institute Australia will then assess the grievance, determine the outcome and advise the Complainant in writing of their decision within 28 working days. The Complainant will be advised of their right to access stage two of this procedure if they are not satisfied with the outcome of Stage One.

Stage Two

If the Complainant is not satisfied with the outcome of Stage One they may lodge an appeal in writing with THE CEO of The Holistic Healing Company Pty Ltd /Trading as Australian College of Hypnotherapy and Infinity Institute Australia whereby the Complainant’s appeal will be sent to an independent and impartial person who will be one of the following:

Lyndal Briggs (President of the Australian Society of Clinical Hypnotherapy). Chip McFarlane Director of Adept Communications, Jackie Green (CEO GR Group)

The Holistic Healing Company Pty Ltd/ Trading as Australian College of Hypnotherapy and Infinity Institute Australia (the Reviewer)

The Reviewer will conduct all necessary consultations with the Complainant and other relevant persons and once in receipt of their recommendation will make a determination of the appeal. The Complainant will then be advised in writing of the outcome of their appeal, including the reasons for the decision, within 28 Days.

The Complainant will be advised of their right to progress to Stage Three of the grievance procedure if they consider the matter unresolved.

Stage Three

If the Learner or Complainant is not satisfied with the outcome of Stage Two they must advise in writing that they are not satisfied with outcome of Stage Two and that they are escalating the matter to ASQA - Australian Skills Quality Authority, http://www.asqa.gov.au/complaints/make-acomplaint---domestic-students/make-a-complaint---domestic-students1.html