Grievances

Grievance Policy (Academic)

Background

Students enrolled in VET courses of study with KAL MULTIMEDIA are entitled to access KAL
Multimedia’s grievance procedures, regardless of the location of the campus at which the
grievance has arisen, the student’s place of residence or the mode in which they study. KAL
MULTIMEDIA will address each student complaint or appeal in a confidential, punctual and
efficient manner, in order to maintain a high level of customer satisfaction.
KAL MULTIMEDIA, documents and implements policies and procedures for dealing in a
constructive and timely manner with client complaints and appeals against decisions made by
KAL MULTIMEDIA. The policies and procedures aim to ensure that:
•Each complaint and appeal and its outcome is recorded in writing
•Each appellant is entitled to be heard by an independent person or panel
• Each appellant has an opportunity to formally present his or her case and is given a
written statement of the appeal outcome, including reasons for the decision
• KAL MULTIMEDIA acts upon the subject of any complaint found to be substantiated

Student Privacy

KAL MULTIMEDIA acknowledges and respects the privacy of students. It is required under
the Privacy Act 1988 to comply with the National Privacy Principles in respect of the collection,
use and disclosure of personal information from individuals. All records of grievances and their
outcomes must be stored and kept strictly confidential.

Academic Grievance Policy

The purpose of this policy is to provide a fair and equitable procedure for KAL MULTIMEDIA
students to submit and process an academic grievance.
• Policy and Procedure review date: January 2010
• Policy and Procedure last reviewed date: June 2009
• Procedure reviewed and approved by: CEO
•Compliance Officer: Head of School
•Responsibility: CEO

Scope

This procedure will cover all complaints and appeals submitted by students undertaking
training for nationally recognized training qualifications or other qualifications on KAL
Multimedia’s scope of registration. All disputes will be handled professionally in order to
achieve a satisfactory resolution. The grievance procedure will be publicly available on the KAL
website www.kalmultimedia.com.au , intranet or “Student VET FEE‐HELP handbook”. Staff
induction includes information on the college grievance and appeals procedure.

“Academic Grievance” refers to a grievance about assessment, student academic progress, VET
course content, the quality of VET course delivery, and academic achievement in a VET course
of study.

During all stages of the Academic Grievance procedure KAL MULTIMEDIA will take all
reasonable steps to ensure that all parties will not suffer victimisation or discrimination. Full
explanation in writing for decisions and actions taken will be provided to all parties at every
stage of the grievance process, if requested. There is no cost to the complainant for utilising this
grievance procedure.

Students have five stages at which a complaint may be addressed. Each of the stages is free of
charge to the student.

Step 1: Informal Resolution
It is in the student’s best interests for a dispute to be resolved amicably and at an early stage. A
difficulty should initially be discussed with the staff member and/or Senior Teacher concerned
and a satisfactory outcome might be achieved through discussion. The student has the right to
be accompanied by a friend, advocate or carer in any face to face discussions. If the issue is not
resolved within 5 working days then the student should proceed to Step 2.

Step 2: Informal Resolution
The student should lodge a written complaint using the approved KAL MULTIMEDIA
Complaint and Appeals Form. Student should submit the form to Student Administration who
will forward it to the Training Manager who will investigate the complaint.

They will:
• review documentation
• review informal resolution process to date
• notify student of recommendation in writing

A satisfactory outcome might be achieved through conciliation.

If complaint is not resolved within 5 working days the student should proceed to Step 3.

Step 3: Appeal process
The student can appeal to the Student Grievance committee.
The student should complete an addendum to the original Complaints and Appeal Form and
submit to the CEO within 14 days of receiving a response from the Training Manager (Step 2)
and must detail the nature of the matter, the grounds of the appeal, the avenues of conciliation
previously undertaken and his/her desired outcome.

Membership of the Student Grievance Committee shall be nominated by the CEO and shall be
composed of at least 3 people ‐ for example:
• A Director or independent Program Manager (as Chair)
• A student representative
• A Counsel or/other support person
• An independent teacher from another area
• A representative from the International Office.

The Committee shall meet within five working days of receipt of the addendum to the
Complaints and Appeal Form from the student. The student is able to formally present his or
her case to the Student Complaints Committee in person. A support person may assist the
student during the appeal and accompany the student to the meeting of the Student Complaints
Committee.

The Chair of the Committee will advise the student in writing of the decision within five
working days of the hearing. If the matter remains unresolved student can proceed to Step 4.

Step 4: Informal Resolution ‐ External ‘Round Table Conference’ (Optional)
KAL MULTIMEDIA can organise a ‘Round Table Conference’ between the student, KAL and
the Australian Council of Private Education and Training (ACPET). ACPET is the peak body
representing private education and training providers in Australia. KAL MULTIMEDIA is a
member of ACPET. The college should contact ACPET within 24 hours of receiving the request
from the student to arrange a ʹRound Table Conferenceʹ. ACPET will organise the ʹRound Table
Conferenceʹ within 10 working days at its office in the same city as the KAL MULTIMEDIA
campus where the complaint was registered.

Options will be discussed and the desirable result is resolution of the complaint through
conciliation. All recommendations, including those made by ACPET, will be considered during
this process, and may be implemented in the final decision. The outcome of Step 4 ‐ the ʹRound
Table Conferenceʹ will be agreed to at the completion of the ʹRound Table Conferenceʹ.

If the complaint remains unresolved then the student can proceed to Step 5.

Step 5: Formal Resolution ‐ External Professional Mediator appointed

Formal Dispute Resolution may be requested after all appropriate forms of informal resolution
have been sought. Student can request mediation by completing an appropriate ‘Request for
Mediation’ form. KAL MULTIMEDIA can request ACPET to organize an accredited
independent professional Mediator. Mediator will be organized within 14 working days and the
outcome of this mediation will be known at the end of the mediation session.

In consultation with the Mediator all costs associated with mediation are to be agreed to by both
parties. The Mediation can be held at ACPET’s office. ACPET’s role in the mediation is limited
to organizing the Mediator and a room for the mediation. ACPET will not take part in the
formal Mediation. Both parties will commit to resolving the complaint. The Mediator will
document all outcomes of mediation. At completion of the Mediation, both parties must sign an
Agreement agreeing to the outcomes.

This agreement does not remove the right to take further action under Australiaʹs consumer
protection laws. The procedures set out in this document do not replace or modify procedures
or any other responsibilities which may arise under other education provider policies or under
statute or any other law

Student Complaints and Appeals Procedure (Academic Grievance)

KAL MULTIMEDIA will keep appropriate records of grievances for at least five years and
allow parties to the complaint appropriate access to these records.

Continuous Improvement

Any improvement action arising from a student grievance or appeal will be recorded in the
“Improvement action registry”, which will be reviewed by the Directors at least two times per
year and a report, on all grievances will be entered into the internal audit file.