As a committed and responsible provider of service and support to International Students and their parents A&J Student Care Services (AJSCS) has a CLIENT GRIEVANCE POLICY AND PROCEDURE in place for handling complaints. We believe our policy and procedures are accessible, fair, responsive, efficient and equitable.

GRIEVANCE POLICY

AJSCS is committed to dealing with complaints in a serious and sensitive manner. The complaints process is designed to be prompt and responsive so that clients can have issues of concern dealt with quickly. Should a complaint from a client reveals a need, AJSCS will endeavour to improve its services, systems and decision-making processes in order to prevent future complaints. There is no cost associated with making a complaint or an appeal.

GRIEVANCE PROCESS

What is a 'complaint' or 'grievance'?

A complaint/grievance/problem can relate to administrative decisions, actions or processes (e.g. fees or charges), or to service provision by AJSCS.

In the first instance complaints/grievances or problems will be dealt with by the Director of AJSCS. Clients should telephone the Director and make an appointment to discuss the matter informally.

There are two key steps in the process:

Stage 1 - Informal Complaint and Informal Resolution

In the first instance complaints/grievances or problems will be dealt with by the Director of AJSCS.

•  Clients should telephone the Director and make an appointment to discuss the matter informally.
•  The Director will notify the client in writing of the outcome of the informal resolution.

Stage 2 - Formal Complaint

Lodging a Written Complaint.
All efforts will be made to resolve the complaint through informal processes before lodging a formal written complaint. Formal complaints must be made in writing, on the Student Complaint Form.

•  On receipt of a Student Complaint Form the Director will attempt to resolve the complaint by setting up another meeting
   between himself and the complainant.
•  The Director will notify the client in writing of the outcome of the formal resolution.

Stage 3 –Third Party

Should the matter not be resolved, the Director will seek to resolve the matter:

•  Within 20 working days of the meeting the Director will contact the student's institution and request a meeting between
   himself, the student and a representative of the student's educational institution in order to resolve the matter.
•  If a resolution can not be determined the parties have the right to lodge complaints with an appropriate external body.

External Avenues for Appeal

•  All complainants have the right to lodge complaints with an appropriate external body, after following the stages of the
   relevant procedures above for complaint resolution.
•  Complainants may contact the Victorian Ombudsman (in relation to the application of policies and procedures and
   administrative processes that have been followed).

Victorian Ombudsman: http://www.ombudsman.vic.gov.au/