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We accept complaints as an important part of student feedback and use the feedback to improve our service to students.

A complaints process has been created to assist you to make a complaint to the Institute and to ensure that a complaint is handled in a fair and courteous manner and within established timeframes.

The process ensures that a complaint is treated as confidential and that you are kept informed about how the investigation of your complaint is progressing.

What to include in your complaint 

Your complaint should be clear and to the point.  Summarise in a couple of sentences precisely what your complaint is about.  Do not give excessive detail and set out in a logical order.  Your complaint should include:

How to make a complaint

 Complaints can be made:  You may like to refer to:

Who should a complaint be made to?

 A complaint should, in the first instance, be made to the Head of Department/Senior Educator/Education Manager responsible for that teaching area or the Head of Administrative Department that the complaint relates to.  If you are not sure who is responsible for the matter you wish to complain about, or if you do not feel comfortable or consider it appropriate to contact the responsible Head of Department, please contact the Institute’s Complaints and Appeals Coordinator, by email complaints@holmesglen.edu.au or phone on 9564 2046.

Response to a complaint

 If your complaint is unable to be resolved informally you can submit a formal complaint by completing a Complaint Form.  Download the complaint submission form (PDF 118kb)
Within five business days of a complaint being received, the Complaints and Appeals Coordinator will send you a written acknowledgment.

The responsible Manager will commence an investigation of the complaint.  The responsible Manager may need to contact you to seek further information about the complaint.  The Manager will finalise their investigation, within 10 business days after commencing it. If the investigation requires more time to be completed, the Manager will contact you, to advise you.

Findings of investigation and request for review

The responsible manager will inform you of the outcome of their investigation of the complaint in writing.  Should there be a reason for the findings not being released, you will be advised of the decision and the basis on which that decision was made.

Appeal

 If you wish to appeal the findings of your formal complaint you can submit an appeal by completing an Appeal Form.  Download the appeal application form (PDF 79kb) 
Within five business days of an Appeal Form being received, the Complaints and Appeals Coordinator will send you a written acknowledgment. 
The Chief Executive or Executive Director, will finalise their review of the original decision findings of the investigation within 20 days of receiving the request for the review. They will inform you of the outcome in writing.

Review by the Ombudsman

 If you consider that we have not resolved your complaint, you may contact Ombudsman Victoria via email ombudvic.vic.gov.au or by phone 9613 6222

Complaints regarding breach of privacy

Where you consider that there has been a breach of your privacy by the Institute, you may make a complaint to the Institutes Privacy Officer.
The Institutes Privacy Policy, details the complaints handling process for complaints regarding breach of privacy.  The Institutes Privacy Officer, Tricia Farnes may be contacted by email tricia.farnes@holmesglen.edu.au or phone on 9564 1536.

All information is correct at the time of printing but subject to change.

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