All grievances and complaints will be taken seriously by Proed College.  

Grievances are categorised as follows:

• Academic – which cover all academic programs, unit delivery or outcomes, methods of assessment or access to resources
• Non Academic – which covers student services, Trainers and Assessors; Individuals who believe they have been unfairly treated on the  grounds of access and equity or administrative action/inaction, procedure or decision

A complaint is defined as any expression of dissatisfaction with a course or service offered or provided by Proed College.

If you would like to make a complaint, please complete the attached Student Complaints Record Form.

If an informal complaint is received by the student Proed College will investigate and seek to resolve the grievance.  If the grievance is unable to be resolved the student will be required to lodge a written complaint.

A formal complaint must be lodged by letter or emailed to assistance@proedcollege.com.  The student must:

• Summarise the issues relating to the grievance
• Provide evidence of attempts to resolve the grievance such as emails or recorded file notes
• Specify what outcome is being sought

Upon receiving the complaint, Proed College will record the complaint in the complaints register (including the eventual outcome).  All complaints will be investigated and resolved promptly.

Academic grievances must be lodged within 30 days of the release of results.  Investigation of these grievances may involve:

• Reviewing worked assignments, assessments or examinations
• Reviewing procedures, course materials or resources
• Reviewing course evaluations
• Speaking with relevant College staff

Should grounds be established for further investigation of the grievance, a formal interview/meeting may be conducted with the student to agree an appropriate outcome.

All complaints will be addressed and resolved based upon their particular circumstance.

A student will receive from the College a letter outlining the determination made and any necessary action required.  Any action required by the student is to be completed within 10 working days.  If no response is received within this period the grievance will be considered closed except in exceptional circumstances.

A student may appeal a determination (within 10 working days of being made) based upon one or more of the following grounds:

• New evidence is available 
• The decision made by the College was without due consideration of the facts, evidence or circumstances
• Their was bias, prejudice or a conflict of interest by the investigating or hearing body; or
• Some significant or procedural irregularity occurred in the investigative or hearing process.

The Appeals Committee is made up of three members selected and appointed by Proed College.  The committee will not include any member who has a personal involvement in connection with the matter to be heard or an involvement which could potentially lead to bias, prejudice or conflict of interest in relation to the grievance.

Upon receipt of the appeals application the Chair of the Appeals Committee will decide whether to grant or dismiss the application.  If the Chair decides to hear the appeal then it will be heard by the committee within 10 working days after issuance of Notice of Appeal.

The Chair of the Appeals Committee may dismiss an appeal without hearing if they believe there are no grounds for appeal, or the appeal is lacking in substance or frivolous or vexatious.

Decisions reached by the committee are binding on all parties.  If the appeal is upheld the Committee will determine what action is to occur.  If the appeal is not upheld (dismissed) the original determination is confirmed and may be processed along with any recommendations originally made.

Proed College defines academic dishonesty or academic misconduct as any type of conduct that occurs in relation to a formal academic exercise or assessment whereby the student / client obtains an unfair advantage.  It can include plagiarism, fabrication, deception, cheating, bribery, sabotage or professional misconduct.

A breach of academic conduct will result in the alleged person being reported to the Complaints Officer for investigation and may be subject to scrutiny through the Academic Appeals Committee.

The Academic Appeals Committee shall make a determination which considers the intent of the student, the seriousness of the misconduct used and any previous history of academic dishonesty.  Each case of alleged academic misconduct will be assessed individually and if penalties result, shall be implemented in a consistent and appropriate manner.