All students have the right to make complaints and appeal decisions made by the Sydney Institute of Higher Education or a Sydney Institute of Higher Education employee at no financial or academic cost to the student. If you are unhappy with a decision that has been made about an aspect of your enrolment, you may lodge a complaint or appeal that will be investigated further, including aspects provided by a third party or contractor.
A student should first attempt to resolve any matter informally by commencing the process with an informal conversation with the General Manager, Customer Experience as soon as possible. Where the matter cannot be resolved informally, students may submit a formal complaint, within 15 business days of the incident/s. Complaints must be submitted in writing, detailing the issue and attaching any relevant evidence using the Formal Complaint or Appeal Form.
On receipt of a formal complaint, an investigating officer will carry out an investigation into the matter. The parties involved may be asked to attend a meeting or hearing, and if so, will be given 14 days’ notice.
The decision and rationale behind it will be communicated in writing, along with information about further avenues through which you can pursue the matter if you choose to do so.
Where the complainant is not happy with the outcome of the complaint, an appeal may be submitted using the Formal Complaint or Appeal Form within 15 business days of the outcome of the complaint. Forms should be submitted to the General Manager, Customer Experience at [email protected].
For full information about making a complaint or appeal, including access to forms, please refer to the Complaints and Appeals Policy.
