Complaints & Appeals
The Cathedral School provides students (and their parents/guardians) with the opportunity to access procedures to help to resolve a dispute or complaint. The internal complaints and appeals processes are conciliatory and non-legal.
Informal complaints
In the first instance, it is desirable to resolve issues informally, through mediation. Students should contact their tutor, ESL teacher, boarding house parent (or any other staff member they feel comfortable to approach) to attempt to resolve the issue. If the matter cannot be resolved through mediation, the matter will be referred to the Principal and will be treated as a formal complaint.
Formal complaints
The student must notify the Principal in writing of the nature and details of the complaint or appeal. All information is treated as confidential and discussion of the matter is confined to the parties concerned and those directly involved in the complaints handling process.
Students have the opportunity to present their case to the Principal, and may have a support person present at any meeting. The Cathedral School undertakes to finalise all grievance processes within 10 working days.
Once the Principal has come to a decision regarding the complaint or appeal, the student will be informed in writing of the outcome and the reasons for the outcome, and the decision will be implemented immediately.
External appeals
If the student is dissatisfied with the conduct or result of the complaints procedure, he/she may seek independent mediation through an external body at minimal or no cost. This process should be initiated within 10 days of the notification of the outcome of the original appeal.
The Cathedral School recommends further complaints and appeals are directed to:
Dispute Resolution Branch
Department of Justice and Attorney-General
GPO Box 149
Brisbane QLD 4001
Phone: (07) 3239 6269
Fax: (07) 3239 6284
Toll Free: 1800 017 288
If a student is concerned that the school may be in breach of the requirements of CRICOS registration (eligibility to provide courses to overseas students), the complaint should be addressed in writing to:
The Manager
International Quality Unit (CRICOS)
LMB 527
Brisbane QLD 4001
The student has the right to pursue other legal remedies if required. Independent legal advice may be obtained from Legal Aid Queensland, 12 Wills St, Townsville. Phone 1300 651 188.
