PIC Complaints and Appeals Policy

Fair and confidential resolution

PIC provides a transparent process for students, clients, staff and community members to raise dissatisfaction, make a formal complaint or request a review of a decision.

Matters are handled professionally, fairly, objectively and confidentially, following procedural fairness and natural justice.

What can be raised?

Key principles

• The internal complaints and appeals process is available at no cost.
• Matters are handled consistently, transparently and without bias.
• Information is treated sensitively and confidentially.
• People affected by allegations are informed and given an opportunity to respond.
• Each party may bring a support person to a meeting.
• Outcomes are provided in writing with the reasons for the decision.
• Findings are used to identify corrective action and opportunities for improvement.

How to make a complaint or appeal

1. Prepare your written submission: Use the Complaints and Appeals Form or another written format addressed to the Chief Executive Officer.
2. Describe the matter: Explain what happened or identify the decision being appealed and how it affected you.
3. Provide supporting information: Include relevant evidence and the steps already taken to resolve the matter.
4. Suggest a resolution: Explain the outcome you believe may fairly resolve the issue.

Response timeframes

If a complex matter requires more than 30 calendar days, PIC advises the person in writing, explains the reason and provides weekly progress updates until the matter is resolved.

Review and outcome

• PIC gathers and checks relevant information from the people and organisations involved.
• Third parties providing services for PIC are included where relevant.
• Management reviews the information and determines an appropriate response.
• For an assessment appeal, an assessor independent of the original decision reassesses the task.
• The written outcome explains the investigation, decision, reasons, any recommended improvements and the next review options.
• Required corrective or preventative actions are implemented and monitored.

Enrolment during an appeal

For international students, PIC generally maintains the student’s enrolment throughout the internal appeal process. The handling of enrolment during an external appeal depends on the type of decision being reviewed and the applicable reporting requirements.

Where an appeal concerns a decision to report unsatisfactory course progress or attendance, enrolment is maintained until the external process is completed.

Independent and external review

Records and continuous improvement

PIC securely and confidentially records complaints, appeals, outcomes, reasons and actions in its Complaints and Appeals Register. Relevant corrective and preventative actions are also used to improve PIC’s services and reduce the likelihood of the issue recurring.