This policy and procedure is to provide clear and practical guidelines to ensure that complaints and appeals by students can be resolved in accordance with the principles of natural justice, equitably and efficiently.
Scope: The customer complaints and appeals policy applies to all current and active students enrolled with Mathisi.
Definitions: Complaints and appeals include, but are not restricted to, matters of concern for a student relating to training delivery and assessment, the quality of the training, student support and materials, discrimination and sexual harassment.
Natural justice is concerned with ensuring procedural fairness:
- Decisions and processes should be free from bias.
- All parties have the right to be heard.
- The respondent has a right to know of what s/he is accused.
- All parties are advised of the decision and the reasons for the decision.
Policy: Mathisi believes a complaint is an opportunity for internal improvement with all complaints being utilised within its continuous improvement system.
Any student who has a complaint or appeal has the right to raise this and expect that every effort will be made to resolve it in accordance with this policy, without prejudice or fear of reprisal or victimisation. The student has the right to present the complaint or appeal in writing.
Mathisi will manage all complaints and appeals fairly, equitably and efficiently. It will encourage the parties to approach the complaint or appeal with an open mind and to resolve problems in writing.
Where a complaint or appeal cannot be resolved to the student’s satisfaction, Mathisi shall appoint an appropriate external and independent person. The independent person will look at the original complaint and the response from Mathisi and may ask for additional information from either party.
If Mathisi finds a complaint or appeal to be vexatious, frivolous or lacking in substance, Mathisi reserves the right to dismiss the complaint or appeal.
Should a student have a complaint or appeal, the following steps are to be followed:
- The student should put the following information relating to the complaint or appeal in writing:
- Description of the complaint or appeal.
- Steps you have taken to deal with the problem.
- What you would like to see happen to fix the problem and prevent it from happening again.
- Full name, date of birth and email address.
- The student should bring the complaint or appeal to the attention of Mathisi’s complaint manager at:firstname.lastname@example.org. Appeals must be lodged within 4 weeks of the date of your academic record being issued through student services.
- Upon receipt of a complaint or appeal by email, the start date will be noted as the date the email was received and the student will be sent a response within 48 hours.
- The written complaint will be officially responded to as soon as practicable, but within 10 days of receipt. The complaint manager may contact the student if they require any further information. Where Mathisi considers that more than 60 calendar days are required to process and finalise the complaint or appeal, Mathisi will inform the student in writing, including the reasons why more than 60 calendar days are required, and regularly update the student on the progress of the matter.
- All parties involved will receive a written statement of the outcomes, including reasons for the decision.
- Mathisi’s complaint manager will be the person responsible for the implementation and maintenance of the policy.