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COURSE RESOURCES

Complaints and appeals

Understand Holmesglen's complaints and appeals process. 

Our complaints and appeals processes are an important part of student feedback and help us improve our service to students.

Complaints

Holmesglen recognises that, from time to time, learners may raise complaints relating to their experiences at Holmesglen.

Our complaints process is available for current, former and prospective students. Holmesglen is committed to providing an accessible, timely, respectful and fair resolution of learner complaints.

Parents, carers or other family or community members may complain on behalf of a learner if the learner:

  • Is under 18 years of age
  • Has a disability
  • Has instructed such a person to make a complaint on their behalf. Holmesglen may require evidence that the learner has given such instructions.

In the first instance, learners should attempt to resolve their complaint informally, directly with the faculty or department. If an informal process with the faculty or department is unable to reach a satisfactory outcome for a learner, then the learner may submit a formal complaint. 

In some circumstances, learners may submit a formal complaint without first attempting an informal resolution with the faculty or department. Such as:

  • If the complaint is serious in nature (including but not limited to, alleged sexual misconduct, alleged physical abuse, alleged racial or gender discrimination); and/or
  • Alleging the improper conduct of a Head of Department, Service Area Manager, Dean, Associate Director or Executive Director.

If you submit a formal complaint without first attempting to resolve the matter informally, Holmesglen may redirect your formal complaint through the informal process.

  1. Download the formal complaint form (PDF 232kb)
  2. Ensure the formal complaint form is completed correctly and submit it, along with all relevant attachments and documentation to complaints@holmesglen.edu.au.
  3. You will receive an automated reply to confirm that your complaint has been received into our inbox.
  4. A member of the Holmesglen complaints team will contact you and progress your matter.
  5. At the end of the process, you will receive a formal notification of the outcome of your complaint.

The Institute's Privacy Policy details how we handle your personal and health information and how you can access and correct it.

If you are concerned that we may have breached our privacy obligations or our policy, first contact the area that you initially provided your personal information to. If you are not satisfied with the response, email privacy@holmesglen.edu.au giving as much detail as possible in relation to your concern. If you are not satisfied with how we handle your privacy complaint, you can refer it to the Office of the Victorian Information Commissioner or the Health Complaints Commissioner (for health information).

Appeals may be made against certain decisions made by Holmesglen, including decisions about:

  • Admission or enrolment into a course
  • Deferment or intermission
  • Credit, credit transfer, advanced standing, exemptions and recognition of prior learning
  • A final assessment/result for a unit/course
  • Withdrawal, suspension or cancellation of enrolment
  • Misconduct or disciplinary outcomes (including academic misconduct)
  • Informal complaint outcomes
  • Formal complaint outcomes
  • Deferment, suspension, cancellation or transfer of an overseas learner’s enrolment

Note that decisions about refunds of HELP or VET student loans cannot be appealed under this policy. Please refer to the relevant legislation for information about the administration of these.

For your appeal to be valid, it must satisfy one or more of the following grounds:

  • There is new evidence that was not available at the time of the original decision, and it is likely to have affected that decision.
  • There is evidence that Holmesglen policy was not followed in making the original decision and that procedural irregularity has materially disadvantaged the learner.
  • There is evidence that the original decision was manifestly wrong, excessive, or inappropriate given the context and circumstances.
  • There was bias or conflict of interest on the part of the original decision maker/s.

Further, for your appeal to be valid it must also meet the following conditions:

  • An adverse effect arising from the original decision must be demonstrated.
  • All other review opportunities have been exhausted (such as, an assessment re-mark has been requested) and there is no other more appropriate process to review the decision.
  • The appeal must be lodged within 30 days of the original decision, or an extension has been granted.

  1. Download the Appeal Application form (PDF 131kb
  2. Ensure the Appeal Application form is completed correctly and submit it, along with all relevant attachments and documentation to complaints@holmesglen.edu.au.
  3. You will receive an automated reply to confirm that your appeal has been received into our inbox.
  4. A member of the Holmesglen complaints team will contact you and progress your matter.
  5. At the end of the process, you will receive a formal notification of the outcome of your appeal.

For further information about Holmesglen complaints and appeal processes, please see: