‘The Director General of the Department of Education is responsible for ensuring that the school observes the registration standards, including the standard about its complaints handling system. Any student, parent or community member is entitled to contact the Director General with concerns about how the school has dealt with a complaint. Information is available on the Department of Education website. While the Director General may consider whether the school has breached the registration standards, she does not have power to intervene in a complaint or override the school’s decision’.
To ensure that complaints and grievances are addressed appropriately, we are committed to the following principles:
Where an International Student feels aggrieved by any perceived injustice or wrong it is their responsibility to raise the matter directly with the person concerned. An exception is a case of perceived harassment for which a separate policy exists for all students (See Discrimination and Harassment Policy). The aggrieved student may take one other person (for example parent, guardian, friend or student) with them to the meeting for support.
If a face to face meeting fails to produce a mutual resolution the student seeks an interview with the Principal to report the matter. The Principal may interview any person who attended the “face to face” step. The Principal will advise the Deputy Principal and the International Student Liaison Officer and/or the school counsellor/psychologist of the complaint and a mediator will be appointed with a view to facilitate a mutual resolution.
Should the Principal and the Student Coordinator fail to resolve the issue, the matter shall be referred to the CEO, who will attempt to resolve the issue, having considered all the information provided by the parties above.
If mediation fails to produce a mutual resolution, the CEO will convene a panel of 3-5 people to hear the matter and determine an outcome which is binding on the parties. The panel is convened from impartial parties and comprises at minimum:
The panel may interview any person directly involved in the preceding steps and seek other information and advice. The student’s supporter continues in their supportive role outlined above.
In the event a dispute is not resolved to the satisfaction of either the Association or the student, an independent conciliator will be engaged by either the Association or by the student to assist in bringing amicable resolution to a complaint. The student or Association may also engage the services of the Conciliator located at the Department of Education Services. Details for contacting this service are provided in section 3 below.
Should the College or the family of the International Student not be satisfied with the outcome, the parties may agree to appoint an Independent Arbiter, who is separate from the College and the Association, and is not related or acquainted with the family. Terms of reference for the Complaints and Appeals Body will be made in accordance with Standard 10 of the ESOS National Code 2018.
Should the internal or external complaint handling or appeal process result in a decision that supports the student, the College will immediately implement any decision and/or corrective action required. The decision of the Independent Complaints and Appeals body shall be binding and final and the parent/student will be informed of the Independent Complaints and Appeals Body’s decision in writing.
1. The International Student Ombudsman acts as an Independent Conciliator for the purposes of resolving complaints or grievances affecting international students. This service replaces mediation formerly provided by the Federal Government and is a free service. The contact details appear at the end of this policy. The International Students Ombudsman has information sheets in many community languages available and can provide copies of a large print information booklet.
2. The Independent Conciliator will attend to matters relating to:
3. Subject to the provisions of consent and privacy laws, this information may be made available to other Government agencies both at State and Federal levels.
4. International students may contact the International Student Ombudsman:
Online: https://www.ombudsman.gov.auBy phone: 1300 362 072
5. Individuals wanting to make a complaint in relation to the VET FEE-HELP scheme or VET Student Loans program should first consider the information here before lodging a complaint with our office.
6. Private Health Insurance advice can be found at PrivateHealth.gov.au.
7. Services available to assist students to make a complaint:
1. The Department for Child Protection is the State Government department responsible for issues specifically related to the protection of children, including the handling of abuse and neglect cases. Its website contains some excellent material for professionals, and parents and friends.
2. For sexual abuse reports, the Mandatory Reporting Service must be contacted through one of the following means:By phone 1800 708 704By email email@example.comBy fax 1800 610 614By post PO Box 8146 Perth Business Centre WA 6849This unit is available 24 hours a day, 7 days a week for make a report or to raise concerns.Details regarding mandatory reporting can be obtained through the mandatory reporting website.To contact DCP for assistance with a specific case that does not involve sexual abuse, the school will need to speak to the Duty Officer at the local office, available during office hours. All offices are listed in the White Pages or on the website.
3. After hours:
Child Abuse Services WABy phone 9223 1111 / 1800 199 008
Crisis Care (24 hour phone service for people in crisis and needing urgent help)By phone 9223 1111 / 1800 199 008
WA Police Service Child Abuse Investigation UnitFor urgent matters 000If you are a victim 131 444Reporting child abuse to the Child Protection Squad 9492 firstname.lastname@example.org
Crime Stoppers 1800 333 000Or visit your local Police Station
WA Police Cyber Predator Team By phone 9492 5444To lodge complaints www.police.wa.gov.au
4. Other sources of information:www.acma.gov.auwww.constablecare.org.auwww.cybersmartkids.com.auwww.netalert.net.auwww.virtualglobaltaskforce.com
These websites contain information on cyber predators for parents, teachers, and students to use.
5. The National Association of the Prevention of Child Abuse and Neglect (NAPCAN)NAPCAN is an Australian organisation that seeks to resource and network child welfare professionals and practitioners working to prevent child abuse and neglect from happening before it starts, through the provision of parenting brochures, training, support networks and information.
6. Protective Behaviours WA Inc. – 9356 0514 / email@example.comThis is a preventative life skills program that assists people of all ages to develop the skills to help them deal with difficult or hostile situations. The program has a voluntary committee made up of representatives from government and non-government agencies as well as interested members of the community. AISWA is a group member of Protective Behaviours and is able to purchase resources at a discount for interested schools.
7. Prime Corporate Psychology Services – 9492 8900 / 1800 674 188This is a support service available for staff at schools who may experience personal issues resulting from making a report. They offer an employee assistance program including counselling, management and referrals.
8. The following services and organisations can provide help, advice, and support to the College, parents, or children who are affected by abuse and to prevent abuse from recurring:
Department for Child Protection (see above for contact information)Parenting Line By phone 9272 1466 / 1800 654 432
Family Helpline – 9223 1100 / 1800 643 000This is a free confidential telephone counselling and information service for families with relationship difficulties.
Men’s Domestic Violence Helpline – 9223 1199 / 1800 000 599This service provides free telephone, referral, and counselling for men to help them change their violent behaviour toward female partners.
Women’s Domestic Violence Helpline – 9223 1188 / 1800 007 339This service provides free 24 hour telephone support and counselling for women experiencing family and domestic violence.
Child Health and Community Health ServicesRefer to the White Pages for contact details of local Child Health Centres
Child and Adolescent Mental Health Services – 1800 220 40024-hour mental health advice line
Perth Children’s Hospital – 6456 2222
State Child Development Centre – 9481 2203
Disability Services Commission – 9426 9200 / 1800 998 214
Kids Helpline – 1800 551 800This is a free and confidential telephone counselling service for 5 to 25 year olds in Australia available 24 hours a day, 7 days a week.
Sexual Assault Resource Centre Counselling LineThis service offers free, 24-hour emergency services for people aged 13 or over who have been sexually assaulted or sexually abused recently (within the last two weeks).
Lifeline Australia – 13 11 14This service operates 24 hours a day, 7 days a week and can provide information about other support services, if required.
9. The following sites can provide a wide range of background information on child abuse for schools that are interested:
This site lists recent publications relating to information on child abuse that have been updated on the web site of the National Child Protection Clearinghouse.
http://www.aic.gov.au/publicationsThis is the Australian Institute of Criminology site and has links to the criminal aspect of child abuse.
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