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.
A copy of this policy will be provided to the student(and parents/legal guardians) prior to a written agreement being signed, and agian within 7 days of the student's commencement at the School.
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
Complaints and appeals processes are available to students at no cost.
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.
The student must notify the Principal in writing of the nature and details of the complaint or appeal. If the process is being accessed becasue the student has received notice that the School intends to report him/her for unsatisfactory attendance, unsatisfactory course progress or suspension or cancellation of enrolment, the student has 20 working days fromt eh date of notification in which to lodge a written appeal.
Each complainant has the opportunity to present their case to the Principal, and may have a support person present at any meeting.
The Cathedral School undertakes to commence all grievance processes within 5 working days, and finalise the process as soon as practicable. The student's enrolment and attendance must be maintained for the duration of the process.
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 a copy will be retained on the student's file.
If the grievance procedure finds in favour of the student, The Cathedral School will immediately implement the decision and any action required, and will advise the student of the steps taken to rectify the situation.
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 Overseas Students Ombudsman offers a free and independent service for overseas students. Please see: www.oso.gov.au or phone 1300 362 072 for more information.
If a student is concerned that the School may be in breach of CRICOS registration requirements, they may approach the chief executive of the Department of Education, Training and Employment, who under Part 2 Disvision 2 of the Education (Overseas Students) Act 1996, may suspend or cancel the registration of a provider or a course if a breach of the requirements of registration is proved. Concerns about the conduct of a registered provider should be addressed in writing to:
The Manager
International Quality (Schools) Unit
DETE
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.
