JMC Academy
Apply

Student Complaints, Appeals and Feedback

Back

Student Complaints and Feedback

JMC Academy’s system for handling student complaints and appeals is underpinned by principles of mutual respect. We want community members to have a positive experience and appreciate there may be times when you need to bring matters to our attention. All students have the right to make an informal or formal complaint, or provide feedback about JMC Academy services, systems and processes.

Key contacts

If you need help, or want advice on how to raise a concern, contact:

  • Student Services
  • Student Services Team Leader
  • Campus support
  • Accessibility support to lodge a complaint

If there is an immediate risk to safety, call emergency services immediately. Triple Zero (Dial 000)

Summary of the complaints process

  1. Start with informal resolution (aim within 5 days where reasonable).
  2. If unresolved or not appropriate, lodge a formal complaint (within 20 business days).
  3. A written outcome is provided (usually within 10 business days of a complete complaint, or you will receive progress updates).
  4. If dissatisfied, lodge an internal appeal (within 20 business days).
  5. If still dissatisfied after the internal process, external options may be available (where applicable).

The diagram below is a high-level summary. For full details, refer to the Student Complaints and Appeals Policy and Procedure (link below).

Lodge a complaint

 Use the links below to lodge a complaint or appeal:

Policy and procedure

For full details (scope, evidence requirements, decision-makers, and external options), refer to:

Common matters covered

Students may raise a complaint or seek an appeal in relation to matters including:

  • Assessment practices, assessment grades, and academic progress
  • Academic or non-academic misconduct
  • Financial or administrative decisions (excluding remission of debt; refer to the relevant tuition fee refund/removal of debt policy and the fees information)
  • Deferring, suspending, and cancelling a student’s enrolment
  • Reporting of international students via PRISMS (where applicable)

External Appeal Process 

If the student decides to go to external mediation, then they must write to the Chief Executive Officer to advise of their decision, no later than 10 business days after the notification of the outcome of their appeal.

External Mediation

Students seeking external mediation will be referred to the:

Resolution Institute

The Resolution Institute is an independent national association of dispute resolution.

JMC Academy will participate fully in this process and will meet all reasonable costs incurred.

External Review

If a student is not satisfied with the outcome of the Appeal, an external review of the complaint can be requested by contacting the National Student Ombudsman. The National Student Ombudsman is an independent, impartial service that works with students and higher education providers to investigate complaints, resolve disputes, and provide fair, unbiased resolutions, free of charge. It does not, however, consider complaints about academic judgment (such as grades), employment with a higher education provider, staff appointments.

National Student Ombudsman