Complaints and Appeals
Kent values the input of the student community and recognises that feedback received can be both positive and negative.
Prospective, current and former students of Kent can pursue perceived complaints of either an academic or non-academic (personal) nature, by following procedures set out in Kent’s Complaints and Appeals Policy and Procedure which allow for any alleged or perceived grievances, disputes or complaints to be effectively resolved. (Documents > Student Policies and Forms > POLICY – Complaints and Appeals Policy and Procedure – Login Required).
Kent’s Complaints and Appeals Policy and Procedure is based on the principles of fair and just process and the resolution of perceived grievances in a timely and constructive manner. All alleged grievances and complaints are seriously considered and dealt with as soon as possible. In the normal course of events, there is no fee or charge for student access to these procedures.
Before an Issue Becomes a Formal Complaint
Where a query or complaint is of a simple or straightforward nature, students are encouraged to raise it with the relevant officer(s) of Kent, so as to seek its effective resolution prior to submitting an application for the formal process. Examples could include misunderstandings or confusion about whether fees have been paid, correct enrolment information supplied and recorded, assignments submitted by due date.
Lodging a Formal Complaint
Where a complaint cannot be satisfactorily resolved by informal means, or is of a sensitive, complex or serious nature, Kent’s formal grievance procedures may be accessed.
Full details are available in the Complaints & Appeals Policy and Procedure, and the procedure will commence with the student submitting a completed Student Complaints and Appeals Form with supporting information and documentation. (Documents > Student Policies and Forms > FORM – Complaints and Appeals Form – Login Required).
- Student Complaints and Appeals Forms of an academic nature should be submitted to together with any relevant supporting documentation to the Kent Higher Education Administrator (HEd courses) and VET Administrator (VET courses).
- Student Complaints and Appeals Forms of a non-academic/personal nature should be submitted to the Manager Student Services.
The formal review of a complaint will commence within ten (10) working days of formal lodgment of the Student Complaint and Appeals Form. The complete record of the formal complaint and appeal process will be maintained in the student’s file and a written statement of the outcome will be provided to the student.
Academic Monitoring and Intervention Appeals
Due to the specific nature of the management process related to academic monitoring and intervention appeals the course progression process is managed by the Student Services Unit. Reference to the Kent Academic Monitoring and Intervention Policy & Procedure for the relevant course of study either Higher Education or VET is required. Refer to (Documents > Student Policies and Forms > POLICY– Academic Monitoring & Intervention Policy & Procedure – Login Required).
If a student wishes to appeal against Kent’s handling of a Complaint, the student may seek to take the Complaint to an external body:
Australian Council of Private Higher Education and Training (ACPET)
If the student is an Australian, (by birth, citizenship or permanent resident status), the student may contact ACPET by email to firstname.lastname@example.org or by post to Student Appeals, ACPET, PO Box 551, East Melbourne VIC 8002.
National Training Complaints Hotline
If the student is an Australian, (by birth, citizenship or permanent resident status), the student also has the right to lodge a complaint to the Federal Government via the National Training Complaints Hotline on 13 38 73.
External Independent Arbiter – Resolution Institute
‘Resolution Institute’ is a community of mediators, arbitrators, adjudicators, restorative justice practitioners and other dispute resolution professionals. Kent is a member of the Student Mediation Scheme – https://www.resolution.institute/membership-information/student-mediation-scheme.
Overseas Student Ombudsman (OSO)
The OSO is the independent, external complaints and appeals body for international students studying with private education providers. The OSO can investigate complaints and appeals from intending, current and former international students about private colleges, universities and schools.
The OSO offers a free and independent service for overseas students who wish to appeal against a decision made by their private education or training provider in Australia.
If the relevant external review process supports the student, Kent will implement any decision and/or actions required and advise the student in writing within five (5) working days.
Note: The Complaints and Appeals processes does not remove the right of the student to take action under Australia’s consumer protection law or other relevant State laws.