{fa-bolt } STUDENT COMPLAINTS AND APPEALS POLICY

Exercise Academy is strongly committed to providing a safe and enjoyable education environment. The following policy provides guidelines to ensure students have a procedure to lodge any complaint they may have.

Application of Policy

The Exercise Academy complaints and appeals policy applies to behaviours or circumstances which negatively affect a student or customer experience and occurs whilst the individual is:

  • Interacting with staff
  • Completing the course
  • Participating in a Exercise Academy organised activity or event

Exercise Academy wishes to provide a positive experience and learning environment for all students and customers. It would be appreciated if any concerns are raised via Student Support Officer at your earliest possible opportunity. This enables Exercise Academy to address the concern as soon as possible and also help us to prevent a similar issue from reoccurring (which is part of our continuous improvement processes).

Once you have submitted your complaint, the information submitted will be provided to the Management Team for review, investigation, and resolution.

Please note: depending on the complexity of your complaint, this process may take up to fourteen (14) working days. However, we will endeavour to have a resolution for you as quickly as possible.

Student Complaints

If you are experiencing difficulty in the interaction with your Tutor / Assessor please adhere to the following steps:

  1. Contact the Tutor / Assessor Manager requesting to speak in private or via phone as soon as possible and clearly outline your complaint by stating the difficulty you are experiencing and how you see a constructive solution to the problem.
  2. The Tutor / Assessor Manager will respond by asking you questions to ensure that the complaint is clearly understood.
  3. The Tutor / Assessor Manager may be able to respond directly to your complaint and negotiate a solution with you immediately. In some circumstances this may mean allocating the student to another Tutor. The Tutor / Assessor Manager may however require 24 hours to reflect on the complaint in order to determine the most appropriate solution. If at this point a suitable solution has not been agreed upon, proceed to step 5.
  4. Via the Complaint section in ‘Student Services’ in the online learning centre, clearly outline your complaint and the steps taken to date.
  5. Management will require seven (7) days in which to investigate the complaint and communicate with the Tutor / Assessor Manager in order to identify the difficulty and seek a solution. Once a suggested strategy has been determine, you will be contacted about the suggested solution. If at this point a suitable solution has not been agreed upon, proceed to step 7.
  6. The Director / General Manager, may choose to call a minuted meeting with all affected and interested parties (e.g. parents) in order discuss an actions to resolve the complaint.
  7. If unsuccessful, the student may request the assistance of an independent mediator at the students own expense in attempt to reach an equitable and reasonable solution.
  8. Exercise Academy will provide the student with a written statement of the appeal outcome.

The above steps also apply to assessors and workshop facilitators.

Assessment Appeals

Assessment appeals must be submitted within two (2) weeks of you receiving your results.

If you feel that you have been marked incorrectly or unfairly, please undertake the following:

  1. Contact your tutor to discuss your concerns regarding the assessment. If you are not satisfied with the outcome of this discussion, proceed to step 2.
  2. Submit an assessment appeal via the Action Request form in the ‘Student Services’ section of the online learning centre. If you are not satisfied with this outcome, you are able to re-submit an assessment appeal and request a discussion with Exercise Academy Management.
  3. You will be notified of the outcomes to you assessment appeals submissions via writing.

Administration or Financial Complaint

If you experience an administration or financial complaint please take the following steps:

  1. Submit your complaint via ‘Student Services’ within the online learning centre.
  2. Once you have submitted your complaint, the information submitted will be provided to the Management Team for review, investigation, and resolution.
  3. Allow up to fourteen (14) days for a written statement of the outcome. If you are not satisfied with the outcome, you can submit an appeal to the outcome via the Action Request form in ‘Student Services’.

If you are not satisfied with the outcome of your appeal, you may request the assistance of an independent mediator at your own expense in an attempt to reach an equitable and reasonable solution.