Complains Policy

Complains  Policy and Procedure



One of ACC’s core aims is to provide students with a learning experience that is rewarding and enjoyable. However, despite out best endeavours, a student may sometimes face a problem with:

– the teaching or assessment in their course

– one of the other services provided by ACC

– The actions or behaviour of another ACC members (staff or student)

If you are having difficulties, you can  be assured that whatever the nature of your problem, The college wants to know about it, and will work with you to address it.

The purpose of this policy is to outline the principles and procedures to followed to provide effective, efficient, timely, fair and safe resolution of academic and non academic matters.




This process relates to non-academic and academic matters and this policy is available to all potential students, enrolled students and staff of ACC. This policy applies regardless of the location of the campus at which the complaint has arisen, the student’s place of residence or mode in which they study. There is no charge to applicants for accessing any step of this procedure. Any agreement issuing from this procedure does not remove a student’s right to take further action under Australia’s consumer protection laws.





In some cases you may feel you have experienced unreasonable treatment disadvantage or distress – In an academic or non-academic matter – and want to make a complaint about it.

A concern is when a student informally contacts the most qualified ACC staff members (eg verbally or by email) and their concern is dealt with quickly to the satisfaction of all concerned without requiring further formal action.


This is a written statement of complain that

  1. a) may arise from a concern that has not been dealt with to the student’s satisfaction and

therefore require further formal action, or

  1. b) involves a matter that requires immediate senior management attention due to the

serious nature of the complaint.


A person who is enrolled student or potential student who is seeking to enroll into any courses or subjects offered by Australia Christian College.


Policy statement


This policy provides a framework for handling complaints using the principles of equity and transparency. It is ACC policy to address and resolve issues among those directly concerned in the first instance. All issues are addressed in a timely manner and treated in the strictest confidence.

ACC ensures its complaints procedures are communicated to students and staff and that staff are trained in the application of this procedure during their induction. Staff who are directly responsible for handling complaints will be provided with appropriate training as part of their staff development. Students will be provided with this policy at the time of enrolment.

The Australia Christian College Board will review and evaluate procedures followed for any complaints and appeals lodged under this policy.

In academic and non academic matters, the complainant and respondent will not be victimized or discriminated against in any of the stages set out in this policy.

Academic complaints may include matters that affect a student’s :

  • academic progress
  • assessment
  • curriculum issues

Non-academic complaints may include:

  • complaints in relation to personal information
  • administrative matters
  • bullying, antisocial or vilifying behaviour
  • discrimination
  • financial matters
  • fines
  • payments
  • application process
  • exclusions from events and facilities
  • curruption
  • child abuse


Expectations of students


ACC will treat all students raising a concern or making a complaint with seriousness and a commitment to work with the student to resolve the problem. In return it is expected that a student will:

  • not make a complaint that is frivolous or malicious;
  • participate in the complaint resolution process in good faith;
  • in the first instance, try to resolve the issue, problem or grievance directly with the person/s concerned and, if this is not possible or too uncomfortable, address such complaints to the lowest possible level of management. However, ACC recognises that some complaints are most appropriately dealt with at a more senior level – for example, complaints of unlawful harassment or discrimination, or corruption, maladministration, serious waste of public money or child abuse. Advice on how to report these types of complaint is given below.




Step 1 How to raise a Concern

In the first instance raise your concern directly with the most relevant party involved. This needs to happen within 10 working days of the issue arising. If you do not feel comfortable with this you may discuss your issue with a tutor or staff member in the college. A satisfactory outcome might be achieved through conciliation. If the outcome is not satisfactory, you can choose to progress to the next step of the formal complaints process.

Step 2 How to raise a formal  Complaint

If you choose to make a formal Complaint, you can be assured that ACC will:

  • receive your complaint with seriousness, professionalism and in confidence – this means that information regarding your complaint will be not be disclosed to anyone who does not have a legitimate need to know about it;
  • handle your complaint according to the principles of procedural fairness, timeliness and accountability;
  • not regard or treat you less favourably because you have chosen to make a complaint;
  • recognise your right to be assisted and, if needed, be represented by a person of your choosing in the resolution of a complaint.
  1. If your Concern cannot be immediately addressed and resolved for all parties concerned, or an issue arises of a serious nature (eg unlawful behaviour) you must write a letter outlining your complaint. (see : Complaining Letter Form) This letter must be signed and dated. This needs to happen within 10 working days of the issue arising. It is to be forwarded to the General Manager of the College.

Contact details for the General Manager are:

Phone 02 6255 4597 between office hours Monday to Friday

E-mail: and address the email to ” General Manager”

Address: Our head office-  2 Randwick Rd Lyneham ACT 2602.

  1. On receipt of the written letter, the General manager will investigate the case within 10 working days. This investigation will include allowing you ( complainant) the opportunity to present your case to the General Manager at no cost to you. In addition, you will be allowed to be assisted or accompanied by a support person of your choosing.

The outcome of this review will be notified to you in writing with the detailed reasons within 14 days.

* IF the case is needed to consider more than 60 calendar days, ACC will 1) inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required: and 2) regularly update the complainant or appellant on the progress of the matter.

If the matter remains unresolved, you may choose to process to Step 3 by requesting the General manager to refer the matter to the CEO. You also need to send a written appeal to the CEO.

Contact details for the CEO are:

Phone 02 6255 4597 between office hours Monday to Friday

E-mail: and address the email to ” CEO”

Address: Our head office-  2 Randwick Rd Lyneham ACT 2602.

Step 3 Internal review

On receipt of your written appeal and the referral from the General Manager, the CEO will assemble ‘The  Resolution Committee’  within 14 days consisting of an independent and impartial senior officer of the college, an independent person with no formal connection to the college, and CEO (who is also the chair of the Resolution committee).

A copy of the written complaints will be sent to the committee before the scheduled meeting by the CEO. After considering all the relevant matters of your case, the outcome will be informed of the decision by the Chair in writing with the detailed reason within 14 working days of the committee’s considerations. If you are still consider the matter unresolved, you can proceed to Step 4.

Step 4 External review

If you are not satisfied with the outcome of your internal appeal, you may seek an external dispute resolution process through the state or territory registering body, or the National Training Complaints Hotline. ACC will advise the student of his or her right to access the external appeal process at minimal or no cost.

Telephone: 133873 or the Resolution Institute ( combined LEADR and IOMA) for referral to a  suitable mediator. Address: Level 1, 1-15 Bridge St

Sydney NSW 2000, Ph: 1800 651 650. Website:

ACC will give due consideration to any recommendation arising from the external mediator within 10 working days.




Appropriate records will be kept of all meetings and documents pertaining to a complaint process under ” Student Complaints records” All records relating to complaints  shall be deemed confidential and retained for a minimum of five years. During this time, all parties to the grievances are entitled to appropriate access to these records.




The General Manager will be responsible for implementation of this policy and procedure and ensuing that all staff are fully trained in its operation.




The college complies with the privacy principles set out in the Privacy Act 1988, when handling personal information. A student may apply for and receive a copy of the personal information held by the application that relates to that student.




This policy and procedure is also noted in the following ACC documents and locations.

-Student Handbook

-Operational Manual for staff

-ACC website (


Complains  Policy and Procedure was agreed to and ratified by The Board of directors of Australia Christian College on 03/06/2015

Complains Policy and Procedure