How to submit a complaint

It is common to experience misunderstandings when there are different languages, accents and cultures involved. Sometimes these misunderstandings can be resolved informally through clear communication, or with the help of a staff member.

However, if you have a complaint or if we have in any way failed to meet your expectations, you are welcome to lodge a complaint. The Language Academy is committed to a fair and reasonable process for dealing with student complaints and strives to resolve issues as swiftly as possible through a quality feedback complaints management process.

 

Complaints process

Follow these steps if you have a complaint:

1. Read the appropriate policy that relates to the matter
2. Talk to the teacher or relevant staff member to attempt to resolve the matter informally
3. If the matter remains unresolved, put your complaint in writing and lodge it with the Administration staff within 5 days of the matter occurring
4. You may be required to have a meeting with the Director to discuss your complaint
5. You will receive a written response to your complaint within 10 working days of the initial notification
6. If you are dissatisfied with the outcome of the complaint, you have the opportunity to have the complaint heard by an industry representative external to The Language Academy, such as the Overseas Students Commonwealth Ombudsman.

The Language Academy has documented arrangements in place to ensure that all external resolution options are completely independent of The Language Academy and its staff and there is no fee for you to access those services. For full details of the policy and its procedure, contact Administration staff.

 

Important notes:

• Please note that ALL complaints that cannot be immediately resolved informally MUST BE SUBMITTED IN WRITING using the Complaints and Appeals form
• You have the right to be accompanied by a nominated support person of your choice at any stage during the complaints and appeals process
• If your complaint is in any way related to a criminal offence such as assault or stealing, we will advise the appropriate authority at your request
• All complaints that cannot be immediately resolved informally must be submitted in writing using the Complaints and Appeals form available from Administration
• Government Departments such as the Department of Home Affairs and the Department of Education and Training who have a regulatory role overseeing International Student Education services do not have a direct complaints management role.
• The Australian Overseas Students Commonwealth Ombudsman’s role includes managing disputes and investigating complaints about problems that intending, current or former overseas students have with private schools, colleges and universities. Their service is free, and they do not charge for making a complaint. Visit the Commonwealth Ombudsman website here.

 

Appeals

You may lodge an appeal against any decision made by The Language Academy that you feel was unfair. This might be the outcome of an assessment you did not successfully pass or a more general matter like applying for a refund and not being approved for the refund.

Like complaints, all appeals must be submitted in writing to Administration staff and you will receive confirmation of your written appeal. Appeals will be generally dealt with within 10 days.

For full details of the Complaints and Appeals policy and its procedure, or to obtain the Complaints and Appeals form, contact Administration.

Contact Administration