Avalon College, as a provider of English Language Courses for Overseas Students, has a Complaints and Appeals Process mandated by the Australian Government. The following flowchart explains that process and the government regulations for resolving complaints and appeals.

If you have a concern or problem with a staff member or something in regard to Avalon College you can do the following:

YOU THINK THERE IS A PROBLEM

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TALK TO:

Head of School (Mr. Hoban), Head of Boarding (Mr. Parkin), Your classroom teacher, Any staff member.

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NO

IS IT OK NOW?

YES

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You may like to write down your problem and give this to the Head of School (Mr. Hoban) or ask a friend or helper to come with you to talk with the Head of School (Mr. Hoban) about the problem.

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The Head of School will listen to your complaint and will investigate it within 10 days of your formally making the complaint or appeal. The Head of School will give you a written statement of the outcome of the investigation including reasons for the outcome.

NO

ARE YOU HAPPY WITH THE OUTCOME OF THE COMPLAINT INVESTIGATION?

Yes

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Contact the Dispute Settlement Centre. They will be able to help you with this problem.

Geelong Dispute Settlement Centre
                                                                                                                                                                   State Government Offices  

 Lift A, Level 5, 30A Little Malop Street  

Geelong VIC 3220

Phone: (03) 5215 8591 - Fax: (03) 5226 4460
or you can log on to the website: http://www.disputes.vic.gov.au/geelong-dscv

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and you may like to view what steps to take via the Overseas Student Ombudsman:

http://www.oso.gov.au/docs/brochures/oso_2pp_web.pdf

 

If you make a complaint or appeal there will be no change to your enrolment at Avalon College or the manner in which you are treated by the staff at Avalon College

 

Complaints and appeals

Notes:

  1. Students may be accompanied and assisted by a support person at any relevant meetings
  2. Students can access the Complaints and Appeals process at no cost.
  3. The complaints process will commence within 10 working days of the formal lodgment of the complaint or appeal
  4. The student who is making a complaint will receive a written statement of the outcome of the complaints or appeal process, including the reasons for the outcome.
  5. Avalon College will take all reasonable measures to ensure a complaint or appeal is dealt with as soon as practicable.
  6. If the student is not satisfied with the result or conduct of the internal complaint handling and appeals process, the student can access the external appeals process through The Dispute Settlement Centre at no cost to the student.
  7. If the internal or any external complaints handling or appeals process results in a decision that supports the student, Avalon College will immediately implement any decision and/or corrective action and preventative action required and advise the student of the outcome.

               

                 Avalon College will maintain written records of any formal complaints or appeals.