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Complaints Procedures

We welcome your feedback and suggestions on our services to assist us in providing you with better quality services. We endeavour to respond to your suggestions and/or complaints promptly and with courtesy.

Complaints against follow students

If you have a problem or complaint with another student you should use the following procedure:

Step 1:

  • identify and discuss the complaint with the other party
  • discuss the best outcome to the complaint
  • agree to act to resolve the complaint

Step 2: If the complaint is unresolved talk to your trainer who will try to remedy the problem.

Step 3: If after talking to your trainer the complaint remains unresolved you should approach the principal who will mediate to resolve the problem.

Step 4: If you are dissatisfied with the outcome of the mediation you may appeal the decision by requesting an external independent arbiter. This gives you the opportunity to formally present your case. ABI will provide you with a written statement of the appeal outcome.

Students have the right to bring any complaint to the attention of ACPET as an external independent arbiter for complaints and appeals if the above channels cannot resolve the issue. It should be noted that contacting ACPET may incur a charge at the students own expense.

Complaints of academic nature

If a student having a problem or complaint related to academic matters, the following procedure will be followed :

Step 1: Discuss the complaint in detail with your trainer first. Both The trainer and the student will try to resolve the matter .

Step 2: If the complaint is unresolved by the trainer, the student will fill up Academic Appeal Form and hand over the written complaint to Administration Staff / Administration Manager. Administration Manger will try to remedy the problem within 5 working days of receiving the complaint after discussing the matter with the relevant trainer.

Step 3: If after talking to your trainer the complaint remains unresolved , the matter will be forwarded to Chief Executive Officer who will mediate to resolve the problem within 5 working days of receiving the complaint.

Step 4: If the student is still dissatisfied with the outcome of the mediation, the student can appeal the decision by requesting an external independent arbiter. This will give the student an opportunity to formally present the student’s case. ABI will provide the student with a written statement of the appeal outcome.

Students have the right to bring any complaint to the attention of Overseas Students Ombudsman
to lodge external appeal about the decision. This service is independent and free service to the student. ABI will provide the following contact details of Overseas Students Ombudsman to the student:
website; www.oso.gov.au or Phone 1300 362 072

Complaints of a non-academic nature

If a student having a problem or complaint related to academic matters, the following procedure will be followed :

Step 1: Discuss the complaint in detail with Administration Staff/Manager to resolve the matter.

Step 2: If the complaint is unresolved by the trainer, the student will fill up Academic Appeal Form and hand over the written complaint to Administration Staff / Manager. Administration Staff/Manager will resolve the matter within 5 working days.

Step 3: If the matter is still not resolved, Administration Staff/manager will forwarded the matter to Chief Executive Officer who will mediate to resolve the problem within 5 working days after receiving the complaint.

Step 4: f the student is still dissatisfied with the outcome of the mediation, the student can appeal the decision by requesting an external independent arbiter. This will give the student an opportunity to formally present the student’s case. ABI will provide the student with a written statement of the appeal outcome.

Students have the right to bring any complaint to the attention of Overseas Students Ombudsman
to lodge external appeal about the decision. This service is independent and free service to the student. ABI will provide the following contact details of Overseas Students Ombudsman to the student:
website; www.oso.gov.au or Phone 1300 362 072

Complaints related to bullying or harassment

ABI will not tolerate inappropriate behaviour of any kind. If you are being bullied or harassed by anyone while you are at the College or on work experience you should use the following procedure:

Step 1: Tell the person you don’t like being bullied or harassed and ask them to stop.

Step 2: If the inappropriate behaviour continues talk to your trainer or work experience supervisor who will try to remedy the problem.

Step 3: If after talking to your trainer or work experience supervisor the inappropriate behaviour continues you should approach the principal who will mediate to resolve the problem.

Step 4: If you are dissatisfied with the outcome of the mediation you may appeal the decision by requesting an external independent arbiter. This gives you the opportunity to formally present your case. ABI will provide you with a written statement of the appeal outcome.

Students have the right to bring any grievance to the attention of ACPET as an external independent arbiter for complaints and appeals if the above channels cannot resolve the issue.

Students further have the right to bring any grievance to the attention of the NSW Department of Fair Trading for all matters related to course costs and payments.

External Independent Mediator:

Australian Council for Private Education and Training (ACPET)
Suite 12, Level 14, 329 Pitt Street, Sydney NSW Australia
Box Q1076, QVB PO, Sydney NSW 1230
Tel: (02) 9264 4490
Fax: (02) 9264 4550
E-mail: acpet@acpet.edu.au ; Website Error! Hyperlink reference not valid.

NSW Department of Fair Trading

1 Fitzwilliam St
Parramatta NSW 2150
Tel: 02 9895 0111
Fax: 02 9895 0222
Website: www.fairtrading.nsw.gov.au

If the student is still not satisfied with the result, then they have the right to contact the National Complaints Hotline on 1800 000 667.

Overseas Students Ombudsman

Students have other external avenues of appeal against the decision made if students are still dissatisfied with the outcome of your complaint / grievance / appeal.

You can contact the Overseas Students Ombudsman if you wish to lodge an external appeal or complain about the decision, The Overseas Students Ombudsman offers a free and independent service for overseas students who have a complaint or want to lodge an external appeal about a decision made by their private education or training provider. See the Overseas Students Ombudsman website www.oso.gov.au or phone1300 362 072 for more information.

External Complaints Procedure

If the student is not satisfied with the result or conduct of the ABI complaints and appeals process, we will advise the student of his of their right to access the external appeals process at minimal or no cost.
Thus if the student requests involvement by ACPET in the complaints process, the process detailed below will be followed by the Principal:

  • Acknowledge the request in writing within 5 business days.
  • Contact the respondent to advise that the complainant is pursuing an external complaint avenue and give them with the opportunity to provide any further information in regards to their actions or the decision made by them.
  • Contact ACPET within 24 hours of receiving the request for ACPET involvement. ACPET will organise a ‘Round Table Conference’ within 10 business days.
  • If the complaint remains unresolved, the complainant can request mediation. ABI will pay for the cost of mediation.
  • ACPET will arrange an independent professional Mediator within 14 business days. ACPET will not take part in the formal mediation. At the end of the mediation session, ABI and the complainant will sign an “agreement” agreeing to the outcomes of the mediation.
  • The Principal will ensure that any recommendations stated in the agreement are implemented within 14 business days. The complainant and respondent will be notified in writing of any action(s) taken by the College as a result of the mediation.

Students also have the right to bring any complaint to the attention of Overseas Students Ombudsman to lodge external appeal about the decision. This service is independent and free service to the student. ABI will provide the following contact details of Overseas Students Ombudsman to the student:
website; www.oso.gov.au or Phone 1300 362 072