Complaints and Appeals

You can complain about the following ACADEMIC MATTERS:

• Outcome of informal complaint (academic matters)
• Quality of programs/content/design or delivery
• Assessment clarity, outcome, or feedback
• Conferral of awards

You can complain about the following NON-ACADEMIC MATTERS:

• Outcome of the informal complaint (non-academic matters)
• Service and facilities provided
• Administration of admission, enrolment, examination, and completion
• Issuance of the certification documentation
• Health and safety on campus
• Discrimination, harassment, victimisation, vilification, or bullying.

If you are a victim or have witnessed sexual assault or harassment and wish to report it, please use the Sexual Offences Reporting Form.

If you are dissatisfied with any matters listed in the Complaint section, please approach any staff members (for example teacher, Program Convenor, member of administration staff) to discuss the issue. We will endeavour to resolve the matter as soon as possible with a minimum of formal procedures.

If you feel that the outcome of the informal complaint is not satisfactory or the matter is serious or sensitive in nature and requires more formal approach, please lodge the Formal Complaint Form.

Before lodging a formal complaint, you may seek confidential, independent professional advice from a SIBT Learning Advisor.

You will be required to describe the issue and upload relevant evidence (if there is any available) to support your case.

After submitting the Formal Complaint Form you will receive the lodgement receipt.

We will review the matter within 10 working days or as quickly as possible and provide you with an outcome as soon as possible.

PLEASE NOTE: The complaints regarding SIBT’s decisions or outcomes of applications are treated as appeals. Please refer to the Appeal section below for more information.

Our Student Learning Advisors and Student Counsellors can help you with any stage of the process and lodgement of the form. Please book an appointment.

In general terms, you can appeal any SIBT’s decision or outcome of your application.

You can appeal the following ACADEMIC DECISIONS:

• Outcome of Formal Complaint (Academic)
• Outcome of Grade Review
• Outcome of Special Consideration Application
• Outcome of RPL Application
• Decision of Intention to Cancel (Academic Progress)
• Outcome of Misconduct (Academic) Allegation
• Outcome of Withdrawal Without Academic Penalty (WWAP) Request

You can appeal the following NON-ACADEMIC DECISIONS:

• Outcome of Formal Complaint (Non-Academic)
• Outcome of Refund Application
• Decision of Intention to Cancel (Attendance)
• Decision of Intention to Cancel (Fees)
• Decision of Intention to Cancel (Did not Re-enrol)
• Outcome of Misconduct (Non-Academic) Allegation
• Outcome of Withdrawal Without Financial Penalty (WWFP) Request
• Outcome of Transfer to a Different Provider Application
• Outcome Deferment of the Program Commencement Application
• Outcome of Program Withdrawal Application
• Outcome of Leave of Absence Application

If you are a victim or have witnessed sexual assault or harassment and wish to report it, please use the Sexual Offences Reporting Form.

If you are dissatisfied with any matters listed in the Appeal section, please contact SIBT Administration via email (admin@sibt.nsw.edu.au) and request a review of the decision or outcome of your application outlining the reasons why you feel that the decision or outcome of your application was erroneous. You must submit evidence to support your request if it is available.

We will endeavour to resolve the matter as soon as possible with a minimum of formal procedures. The original-decision maker will be notified about your dissatisfaction and rationale provided. We will ask them to review the decision or outcome of your application to ensure all circumstances and evidence have been considered and correct processes followed.

You will be notified in writing of the outcome of this review.

We strongly recommend requesting a review of the decision or outcome of your application in the first instance (please see Informal Appeal Stage); however, this is not a mandatory step, and you are permitted to lodge a Fromal Appeal Form at any time.

To formally appeal:

• Step 1: We strongly encourage you to speak to a Student Learning Advisor as they can assist you with the appeal process. You can book an Appointment with a Student Learning Advisor here. This step is recommended but not a requirement.
• Step 2: Complete the online Formal Appeal Form and submit it along with all your supporting evidence within 20 working days of the decision or outcome of your application.

In you Formal Appeal Application, you will be asked to provide the reason/s for your appeal and indicate one or more of the following:

• There was insufficient opportunity to present their case to the decision-maker (must provide reasonable information that can specify how the student was prevented from presenting their case to the decision-maker);
• The decision was affected by discrimination, prejudice, or bias (must provide reasonable information why you feel that the original decision was affected by discrimination, prejudice, or bias);
• The process was not carried out in accordance with SIBT policies or procedures (must state what SIBT policy or procedure was not followed and how the process was not carried out correctly);
• New information or evidence is available that has not been previously considered during the complaint process (must specify what the new information is, and why it should affect the outcome).

Evidence required: you must provide reasonable and detailed information regarding reason/s provided supported by documentary evidence where possible.

Please note:

Being dissatisfied with the decision is not grounds for appeal and your appeal would not be considered.

Only applications that meet the specified grounds for appeal and include all relevant supporting evidence will be considered.

After submitting the Formal Appeal Form you will receive the lodgement receipt and may be contacted by the staff member to provide clarification or missing information or evidence. In extenuating circumstances, you may be provided additional time for completion of the application The appeal process will only commence on receipt of completed documentation.

SIBT will engage with your appeal application within 10 working days.

The Secretary of the Student Appeals Committee will assess the appeal application to determine whether it should be accepted or rejected. The appeal may be rejected if:

• The grounds for appeal have not been met;
• You have not provided SIBT information, evidence, or statements to support your case;
• The appeal is submitted outside the time allowed for lodgement of an appeal.

It is very important to provide all relevant information and evidence with your Formal Appeal Form.

In order to ensure the fullest consideration of the appeal, the Committee may ask you to attend the meeting in person. You will be allowed to bring a support person such as a family member, friend, counsellor, or other professional support person other than a qualified legal practitioner, if you so desire.

The Student Appeals Committee will meet to consider your case and reach the outcome. You will receive an official Notice of Outcome letter no later than 5 working days after the meeting.

If you not satisfied with the decision, you may want to lodge an external appeal. Please refer to SIBT Student Complaints and Appeals Policy and Student Complaints and Appeals Resolution Procedure more information on external appeal avenues.

Any student can request a review of a Student Appeals panel decision. To do so you must request a review of a decision by the Review Officer through the Student Appeals Committee Secretary within 28 days after the day on which you first received notice of the decision appeals@sibt.nsw.edu.au.

The Review Officer will review the appeal to ensure that the decision-making process adhered to established guidelines and principles and inform you of the outcome.

If you have been through the full appeal process and are still not satisfied with the outcome of the internal appeal, you may request that the matter be referred externally.

You must inform SIBT within 10 working days from the date of the decision from the Student Appeals Committee or Review Officer you wish to lodge an external appeal.

Domestic Students:

If you are a domestic student who wishes to lodge an external appeal or complaint about the decision resulting from the above process you may want to consider contacting the Tertiary Education Quality and Standards Agency (TEQSA) for certain types of complaints including those relating to regulatory decisions of the Tertiary Education Quality Standards Agency (TEQSA) and outside of the institutions control. enquiries@teqsa.gov.au

International Students:

If you are an international student who wishes to lodge an external appeal or complaint about the decision resulting from the above process you can contact the Overseas Students Ombudsman.

Overseas Students Ombudsman

W: www.ombudsman.gov.au

Ph: 1300 362 072

Student Learning Advisors and Student Counsellor can help you with any stage of the process and lodgement of the form. Please book an appointment.