Complaints / Appeal Procedure

PURPOSE

Shafston School of Hospitality recognises that differences and complaints/ appeals can arise from time to time and therefore has a fair and equitable process for dealing with employee/student complaints.

SCOPE

The quick settlement of any complaints that may occur is in the best interest of all parties concerned. Therefore the following steps are implemented to ensure this happens. Shafston recognises that differences and complaints/appeals can arise from time to time. The quick settlement of these matters is in the best interest of all parties concerned and the following steps are implemented to ensure this happens.

PROCEDURE

1. As soon as complaint/appeals arise, it will be raised and discussed with all parties involved in the complaint/appeals.

i) If a student is making the complaint/appeals they are required to complete the Complaints/Appeals Form available from the VET Reception or online at www.shafston.edu The completed Form is reviewed by the Student Services Officer or another Senior Management staff member(for student complaints) and by the General Manager (for all staff complaints).

ii) If a staff member is making a complaint or appeal they are to document the details of the complaint via This e-mail address is being protected from spambots. You need JavaScript enabled to view it Moreover, the General Manager receives the staff email address and will follow up the complaint.

2. Students are also able to put forward their complaints via the email address This e-mail address is being protected from spambots. You need JavaScript enabled to view it This additional option allows the student/staff member to feel comfortable to voice their concerns/ issued in an non confronting manner- both VET Student Servicers Offices are the recipients of the student email address which in turn contact the student for follow-up.

3. A meeting involving the complainant and all other parties involved in the complaint/appeals is called by the Operations and/or the General Manager. The meeting and its outcome is documented on the Form.

4. If the matter is not resolved to the satisfaction of all parties it is referred to the General Manager who will review the report and make a final decision about the complaint/appeals.

5. If the complainant wishes to take the matter further it will be submitted to the General Manager who will review the report and make a final decision on the outcome of the appeals.

6. Should the appeals not be resolved at this stage an independent external arbiter (which will be inexpensive) who shall not have been party to the original complaint/appeals process shall be engaged (ACPET or DETA). The independent arbiter may be a staff member of ACPET or DETA who may review the appeals and communicate with the relevant staff member to achieve a satisfactory outcome of the appeals.

7. Each complaint and appeal and its outcome is recorded in writing

8. Appeals should not be discussed openly throughout Shafston College.

9. Each appellant has an opportunity to formally present his or her case and will be given a written statement of the appeal outcomes, including reasons for the decision. Each complaint and appeal and its outcome will be recorded in writing and the outcome will forwarded to the student including reasons for the decision.

10. Shafston will act upon the subject of any complaint found to be substantiated