Complaints procedure
iStudent Complaints If you believe College has breached the Code of Practice and you have not been able to settle the matter following College’s internal procedure, you may bring the matter to iStudent Complaints. iStudent Complaints helps international students resolve complaints with their education provider. The process iStudent Complaints will follow is: 1. Enquiry This includes collecting more information, language support if ncecesary, and liasing with the school regarding resolution of the complaint. 2. Facilitation and Negotiation This is assistance with communication including negotiating a settlement between you and College. 3. Mediation A mediator will help you and College to explore the complaint and solutions. If not resolved, it will move to Adjudication. 4. Adjudication If you and College are unable to resolve the complaint through mediation, it will go before an adjudicator who will issue a binding decision. The adjudicator is usually the same person who mediated, so they will be familiar with the case. However, you can ask for someone different to be the adjudicator. After reviewing all the information provided, the adjudicator will prepare a provisional decision. Both parties have the opportunity to comment on the decision. The adjudicator will then issue a final decision.
You have a number of options if you think College has failed to follow the Code of Practice for the Pastoral Care of International Students. Internal procedures Step 1 - Contact your caregiver, a family member, or friend. You can bring a person to any meeting to support you Step 2 - Contact the Boarding Housemaster if it is a boarding matter - Contact your teacher, or Deputy Principal – Teaching & Learning, if it is a problem with the curriculum (academic programme) - Contact the Financial Controller, if it is a financial matter Step 3 - If you are still not satisfied, present your complaint to our International Student Manager Step 4 - If the complaint is not dealt with to your satisfaction, prepare a complaint in writing and ask Executive Principal, Garth Wynne to consider it The Christ’s College Complaints Policy can be found on the Health & Wellbeing page of the College website.
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