Fairmont College Australia is committed to a fair, accessible and confidential process for raising and resolving concerns. You can raise a complaint without fear of disadvantage, and you may have a support person with you at any stage.
1. Raising a concern informally
Many issues are resolved quickly and informally. Where you feel able to, please raise the matter directly with the relevant staff member or with student services, who will try to resolve it with you.
2. Making a formal complaint
If the matter is not resolved informally, or you would prefer to make it formal, you can submit a written complaint setting out what happened, who was involved, and the outcome you are seeking. Send it to the contact below. We will acknowledge receipt and explain the next steps.
3. How we handle it
- We acknowledge every formal complaint in writing within five working days and keep you informed of progress;
- Complaints are assessed impartially by an appropriate staff member who was not involved in the matter;
- You and any other party will have a chance to be heard;
- We tell you the timeline for resolving your complaint when we acknowledge it, and explain any delay; and
- You will be given the outcome and the reasons for it in writing.
4. Internal review
If you are not satisfied with the outcome, you can appeal in writing within ten working days of receiving the decision, setting out your reasons and any new evidence. An independent appeals committee or a designated officer reviews whether the decision was fair and reasonable, and you receive the outcome in writing.
5. External options
If your complaint is still unresolved after our internal process, you can contact the National Student Ombudsman, which handles complaints from higher education students for free: nso.gov.au.
Contact
Fairmont College Australia
Email: info@fairmont.edu.au
Phone: +61 3 9653 6418
Raising a complaint will not affect your enrolment or how you are treated.