Middle School

Complaints and Appeals

The Knox School Policy for the Resolution of Student Difficulties and Grievances

In the event of a dispute between an individual student and the School that has not been resolved informally, procedures are in place to help resolve the dispute. Once a grievance is lodged, the process will be commenced. All internal appeals are at no cost to the student. Any appeal to a decision by the Principal which is taken to a body external to the School will be at minimal or no cost to the student. The school will advise the overseas student within 10 working days of concluding the internal review of the overseas student’s right to access an external complaints handling and appeals process at minimal or no cost. Enrolment will be maintained by The Knox School while complaints and appeals are in process. Each party may be accompanied and assisted by a support person at any relevant meetings. A summary of these procedures follows:

Internal Appeals

The School will respond to any complaint or appeal the overseas student makes regarding his or her dealings with the school’s education agents or any related party the school has an arrangement with to deliver the overseas student’s course or related services and the School will conduct the assessment of the complaints or appeal in a professional, fair and transparent manner.

Code of Conduct, Attendances and Discipline

Students are required to comply with the terms and conditions of enrolment and the published rules and code of conduct of the School. Disciplinary procedures will be applied if there is a breach of these rules. All staff are expected to apply the School’s policy and rules fairly and without favour, but if a student considers that this has not occurred, the student may refer the matter to either a Tutor or a Head of School or the Vice Principal. If the student is not satisfied with the decision, they may ultimately refer the matter to the Principal for determination. Independent external mediation may also be sought if the matter cannot be resolved within the School.

Service and Academic Programs

In the event of a student complaint concerning the quality of the service or teaching provided by the School, the student will report the matter to a person in a position of authority within the School. The complaint may either be dealt with by that person, or referred 30

to the Vice Principal or Principal for resolution. Ultimately, the Principal will confer with the parties in dispute, and the decision of the Principal will be final. This decision will be conveyed in writing to the parties. If the student remains dissatisfied with the outcome, they may seek independent external mediation.

Contractual and Financial Issues

Matters relating to the interpretation of the enrolment contract, or the payment or refund of monies, are stated clearly on the contract of enrolment. Any queries relating to fees, levies and supplementary charges payable to the School (or refund) will initially be dealt with by the Finance and Administration staff. If the student is not satisfied with the decision, together with a nominee of the student if the student so chooses, the matter will be referred to the Director of Business Operations of The Knox School Limited for determination. If either the action taken or the outcome does not satisfy the student they may write to the Principal of The Knox School Limited, 220 Burwood Highway, Wantirna South, 3152, Victoria, Australia who will then convey a decision in writing to the student.

The overseas student will be given a written statement of the outcome of the internal appeal, including detailed reasons for the outcome. The school will keep a written record of the complaint or appeal, including a statement of the outcome and reasons for the outcome.

External Appeals - Legal Services

This written agreement, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the student to take action under the Australian Consumer Law if the Australian Consumer Law applies.

You can also refer the matter to The Commonwealth Overseas Students Ombudsman, website: www.ombudsman.gov.au/about/overseas-students. It is a free and independent service.

The ESOS framework protects your rights. If you need to contact the Department of Education for your ESOS rights and responsibilities, you can visit their website: www.internationaleducation.gov.au or you can contact ESOS by calling 1300 615 262. If the internal or any external complaints handling or appeal process results in a decision or recommendation in favour of the overseas student, The Knox School will immediately implement the decision or recommendation and/or take the preventative or corrective action required by the decision, and advise the overseas student of that action.

Please be aware that the information provided by the student may be made available to Commonwealth and State agencies and the Tuition Protection Service (TPS) and the TPS Director, pursuant to obligations under the ESOS Act and the National Code of Practice.

If you need to contact the Australian Government Department of Home Affairs (DHA) for visa matters, you can call 131 881 or visit their website: www.homeaffairs.gov.au

The Knox School

CO-EDUCATIONAL | ELC TO VCE

220 Burwood Highway Wantirna South 3152, Victoria Australia P: +61 3 8805 3800 – E: info@knox.vic.edu.au www.knox.vic.edu.au