Complaints and Appeals Form

AISIT encourages any person who is dissatisfied by an action or decision related to AISIT's services to submit this Form so that the matter may be reviewed.

AISIT has a duty of care in ensuring students, staff and all our valued stakeholders experience an environment which is free of coercion, unfair treatment or harassment.

AISIT is constantly reviewing and updating its policies and practices, and any complaint and appeal will help us to identify any systemic problem so that we may provide the best services possible.

In the first instance, your complaint should be discussed informally with the staff member involved. Wherever possible, you are encouraged to resolve your dispute informally. However, if your complaint cannot be managed informally, please complete and submit this Form to the CEO.

Our processes for handling complaints and appeals

• All formal complaints and appeals will be dealt with promptly by a senior AISIT staff member. Acknowledgement of the complaint or appeal will be made in writing and within 48 working hours of receipt.
• In most instances of a complaint or appeal, we will arrange a time to discuss your issue. You are welcome to bring a friend or independent advocate to the meeting however must advise AISIT’s CEO at least 2 working days prior to the meeting of the person’s details and relationship to you.
• To be considered, an appeal about a decision made by AISIT MUST be lodged within 10 working days of advice of the decision.
• An AISIT representative will contact you within 10 working days to advise of the investigation and where required, organise a meeting.
• AISIT commits to working in good faith and advise of the outcome of its investigation no later than 14 business days from the day of receipt. Any delays shall be communicated in writing and in a timely manner.
• AISIT will advise you in writing if it believes that the investigation will take more than 60 days and commits to keeping you up-to-date with progress, which is typically on a fortnightly basis.
• Internal complaints and appeal services are free of charge.
• AISIT will provide all parties with a written report of the outcome of the complaint or appeal within 10 working days of the investigation’s findings. If all parties are satisfied with the resolution and agreed actions, the complaint or appeal will be closed.
• If you are not satisfied with the resolution and action, a written response should be provided to AISIT’s CEO no later than 10 working days from receipt of the outcome of the formal investigation. AISIT will organise for an external mediation. There is no cost to the individual for this mediation.

If you would like to also lodge a complaint with an external body, please ask for a copy of our Complaints and Appeals Policy and Procedure where you will find details of the various agencies. This information is also made available within the Student Handbook.

Please provide your contact details so we can follow up the issue directly with you.

Please complete the following Complaint/Appeal details section.

AISIT will contact you within 10 working days to arrange a time to discuss your complaint or appeal.

AISIT Complaints and Appeals Policy and Procedure is available on AISIT Website.

Privacy Statement
The personal information supplied and collected in this Form is subject to the Privacy Act 1988 (Commonwealth) and will be treated in accordance with AISIT’s Privacy Policy and Procedure. A full copy of AISIT’s Privacy Policy and Procedure is available on our website.

PP14.01 Complaint & Appeal Form v2.0