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Complaints and Appeals

All Formal Complaints and Appeals must be lodged in writing using the ‘Complaints Lodgement Form/ Appeal Lodgement

Form’

OIHE ensures:​
 

  1. Complaints, grievances, or appeals are resolved promptly, objectively with sensitivity and in complete confidentiality. When OIHE attempts to resolve difficulties experienced by OIHE students it is committed toa culture of openness, fairness, and continuous improvement.

  2. A complaints or grievances and appeals handling system is in place that is client focused and helps OIHE to prevent these events from recurring.

  3. A culture that views complaints and appeals as an opportunity to improve operations.

  4. That students are fully informed of their rights to lodge a complaint or appeal. OIHE will give students who raise complaints the opportunity to formally present their cases. Under no circumstances will students suffer any discrimination as a result of raising a complaint or appeal against complaints in good faith.

  5. The complaint and appeals process can be accessed at no additional cost.

Responsibilities for investing and handling complaints:

​

  1. All withdrawal, suspension or deferrals from Course/Unit complaints will be investigated and handled by the Compliance Manager.

  2. All campus and facilities related complaints will be investigated and handled by the Compliance Manager.

  3. Academic complaints will be investigated and handled by the Compliance Manager.

  4. Finance complaints will be investigated and handled by the Compliance Manager.

  5. All appeals will be investigated and handled by the Complaints and Appeal Panel (CEO and Compliance Manager)

  6. All formal complaints and appeals and their outcomes will be recorded on the Student Management System including any forms or letters using the Appeals Progress Form/ Complaints Progress Form.

A. Types of complaint:
 

  1. Academic Complaints - Academic complaints are complaints about the delivery of a student’s enrolled subjects.
     

    • the content of a subject

    • the design or delivery of a subject

    • the clarity of an assessment item

    • the equipment, resources or materials required or recommended for a subject

    • feedback provided by a teaching staff member
       

  2. Non-Academic Complaints - Non-academic complaints are complaints about the services and facilities provided by OIHE, or about non-academic decisions made by OIHE, usually by professional staff. Examples of non-academic complaints include, but are not limited to, dissatisfaction with:

    • a decision to deny a request for a refund under Opulence’s Student Fees Policy

    • a decision to impose penalties for the non-payment and late payment of fees

    • the administration of admission, enrolment, examinations, and graduation

    • services or facilities, such as library borrowing, building access, and support services

    • health and safety management

    • management of student personal information

      Non-academic complaints also include complaints about unfair treatment committed by another member of Opulencecommunity which may include:
       

    • Discrimination

    • Harassment

    • Victimisation

    • Vilification

    • Bullying

​

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B. Resolution timeframe

​

All formal complaints and appeals will be promptly responded to ensure an effective resolution within a

reasonable timeframe. OIHE will acknowledge receipt in writing of all complaints received within 5

business days. OIHE will commence an investigation into the complaint from the date of receipt

and will endeavour to resolve formal complaints within twenty (20) working days.

OIHE will keep the complainant informed in writing throughout the process. In some cases,

particularly if the matter is complex, the resolution may take longer, in this event OIHE will inform

all parties of the reasoning for the delay and will ensure this process does not exceed more than 45 working

days. Students may appeal the outcome of the complaint or grievance process to the Complaint and Appeal

Panel​​​

C. Independent Parties

​

OIHE acknowledges the need for an appropriate independent party to be appointed to review a

matter where this is requested by the complainant or appellant and the internal processes have failed to resolve

the matter. Costs associated with independent parties to review a matter must be covered by the complainant

/appellant unless the decision to include an independent party was made by OIHE.
 

The independent party is the Overseas Students Ombudsman. This service is free of charge. Where an

international student is not satisfied with the outcome or conduct of the internal process, they are referred to the

Overseas Students Ombudsman (OSO). Information is available here: http://www.ombudsman.gov.au/about

/overseas-student-ombudsman-landing-page
 

OIHE will provide complete cooperation with the external mediator investigating the complaint

/appeal and will be bound by the recommendations arising out of this process. The Compliance Manager will

ensure that any recommendations made are implemented within twenty (20) days of being notified of the

recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the

mediation.

D. External complaint avenues
Complaints can also be made via the following avenues:
 

  1. Tertiary Education Quality and Standards Agency (TEQSA):
    Complainants may also complain to OIHE’s registering body, Tertiary Education Quality and Standards Agency (TEQSA). TEQSA can investigate complaints about OIHE in relation to:

    • Student safety and well being

    • Academic integrity

    • Compliance with the ESOS framework

    • Fairness of compliant processes

​

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1.1  For students:

TEQSA may not be able to investigate complaint if you do not include evidence that you have already exhausted our

formal internal complaints process as above.

If your complaint does not fall within TEQSA's jurisdiction, it may be resolved more quickly if you directly contact the

agency responsible as listed on the relevant webpage below.

Please refer to the relevant webpage below before making a complaint to TEQSA: https://www.teqsa.gov.au/about-us/contact-us/raising-complaint-or-concern
 

1.2 For other stakeholders:

Information about the process and information you should provide is available here: : https://www.teqsa.gov.au/about-us/contact-us/raising-complaint-or-concern

 

The National Student Ombudsman (NSO)

International students may also complain to the NSO if their complaint is in relation to Opulence Institute of Higher Education:
 

  • course fees and refunds

  • transfers between courses or providers

  • deferment and suspension of studies

  • course progress or attendance

  • cancellation of enrolment

  • refusing admission to a course

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