What is a grievance and how do I submit one?

What is a grievance?

All students are entitled to access the grievance and appeals process to seek resolution to dissatisfaction about a matter that falls within the responsibility or control of Ikon.  

The resolution framework has four stages:

Stage 1: Informal Resolution

Stage 2: Formal Grievance

Stage 3: Internal Appeal  

Stage 4: External Independent Review

This process applies to individuals who, having exhausted the possibility of informal resolution, wish to escalate the matter  and lodge a formal grievance under Stage 2 of the resolution framework.  

Formal grievances may relate to academic and non-academic matters including, but not limited to, admission, enrolment, assessment, progression, misconduct, support and supervision, tuition fees, fines and refunds, discrimination, harassment, bullying or intimidation, facilities and resources, access and equity, and interactions with staff, students, education agents or other third parties where an arrangement to deliver exists.

There is no cost to access the formal grievance process and the resolution framework does not limit or remove the right of individuals to take action under Commonwealth or State consumer protection laws or pursue legal remedies.   

How do I submit a grievance?

If an informal approach was unable to resolve the matter, or a complainant feels uncomfortable with making a direct approach, or the concern relates to a serious matter such as an allegation of misconduct or unlawful behaviour, a formal grievance can be initiated by lodging a Grievance Form. 

Formal grievances should be lodged within ten working days after the attempt at informal resolution and no later than six months after the grievance incident, concern or behaviour occurred. Applications received later than the prescribed time will be considered in accordance with paragraph 8.3 of the Grievance and Appeals Policy.

The form submitted should provide clear and sufficient information about the grievance to assist with the assessment, investigation and determination process, including: 

• Description of the grievance incident including date, location, persons involved and other relevant circumstances
• Outline of the steps taken to resolve informally (or reasons for not making a direct approach)
• Proposed outcomes to settle the grievance
• Relevant documentation in support of the grievance or the proposed outcomes for resolution

Grievances will be treated with confidentiality at all times. Disclosure and access to records will be provided on a ‘need-to-know’ basis and limited to individuals legitimately involved in the grievance and the resolution process, or as required by law.

Individuals will not be disadvantaged or victimised for lodging a formal grievance. Staff will act fairly at all times to assure there is no bias during the resolution process.

Grievances may be withdrawn at any time by the complainant however Ikon reserves the right to continue investigation to satisfy other requirements or protect its own interests. 

When will I hear about the outcome? 

A Grievance Officer will acknowledge receipt via email within five working days of lodgment. A preliminary assessment will determine whether the grievance can be investigated within the scope of the Grievance and Appeals Policy.

IMPORTANT:  All notifications during the grievance process will be sent by email. It is your responsibility to check your email inbox. It is vital you are aware of progress in the event a conciliation meeting is called, or additional information is required.