Grievances, Complaints and Appeals

Grievances, Complaints and Appeals

Skip to Section

Grievances, Complaints and Appeals

At Asia Pacific International College (APIC), we are committed to supporting you throughout your studies. If at any time you are unhappy with any aspect of your experience with the College, we encourage you to let us know. Raising a concern will not disadvantage you, and the College does not tolerate victimisation of anyone who raises a concern or takes part in the process.

The full procedure, including the timeframes that apply at each stage, is set out in two policies, available on our Policies and Forms page:

These policies apply to prospective, current and former students. You do not need to know which policy applies before raising a concern. If you’re unsure, the College will help direct your grievance or appeal to the appropriate process.

What’s a grievance and an appeal?

A grievance is a complaint, concern or expression of dissatisfaction with some aspect of the College, a decision made about you, or your experience at the College.

An appeal is a request for the College to reconsider a decision or determination it has made.

Academic matters relate to your academic progress, assessment, curriculum, quality of teaching and course delivery, and academic achievement. For example, assessment results, special consideration, academic integrity findings, or credit and RPL decisions.

Non-academic matters are all other matters. For example, enrolment changes, fees and refunds, student conduct, discrimination or bullying, privacy, dealings with education agents, campus facilities or student support services.

If you wish to make a complaint about sexual harassment, sexual assault or gender-based violence, please see our Sexual Assault, Sexual Harassment and Gender-Based Discrimination/Violence page for support and reporting options.

Before you submit a formal grievance or appeal

Where appropriate, we encourage you to first try to resolve your concern informally, as many issues can be resolved quickly through discussion. However, you do not need to attempt informal resolution if your concern involves discrimination, racism, harassment, victimisation, safety or wellbeing, or if you do not feel comfortable approaching the person involved. You can proceed directly to a formal grievance or appeal.

To resolve a concern informally:

  • Academic concerns: speak with your Unit Coordinator or Course Coordinator.
  • Non-academic concerns: speak with the relevant staff member, or email the Registrar’s Office at [email protected].

Explain the problem, provide any supporting evidence, and let us know what outcome you are seeking.

Different timeframes apply to academic and non-academic grievances and appeals. Please refer to the relevant policy for details, including circumstances where an extension may be granted.
You may be accompanied or assisted by a support person or advocate at any stage, and reasonable adjustments or language assistance can be arranged where needed. There is no charge for using the College’s internal grievance and appeals process.

For international students on student visas, the College will manage any proposed enrolment suspension, cancellation or reporting in accordance with the ESOS Act and National Code 2018 while an appeal is underway, including any applicable exceptions.

Overview of the grievance and appeal process

Step 1: Informal resolution

Raise your concern directly with the relevant staff member, as outlined above. If your concern is resolved, no further action is needed. If it is not, you may move to Step 2. If you are requesting an assessment re-mark, follow the re-mark process in the Student Academic Grievances and Appeals Policy and Procedure.

Step 2: Formal grievance or internal appeal

You can submit a formal grievance or appeal using the online forms below with supporting evidence, or by contacting the Registrar’s Office by email, telephone or in person. We can help you document your concern if you are unable to submit it in writing.

Academic grievances and appeals are considered by the Dean (Academic) or their delegate, while non-academic matters are considered by the Director Student Services or their delegate.

The College will acknowledge your submission in writing within five working days and commence assessment within ten working days. We will keep you informed of progress and provide a written outcome explaining the reasons for the decision and your further review options.

Step 3: Final internal appeal

If you are dissatisfied with the outcome of Step 2, you may request a final internal appeal. Academic appeals must ordinarily be lodged within ten working days, while non-academic appeals must ordinarily be lodged within twenty working days. Extensions may be considered where fair and reasonable.

You will receive a written outcome explaining the final decision and any further review options available.

Step 4: External review

If your concern remains unresolved following the College’s internal process, you may seek independent external review.

The National Student Ombudsman provides a free and independent complaints service for all higher education students, including domestic and international students. While students are generally encouraged to raise concerns with the College first, you may contact the Ombudsman directly, particularly if you feel unsafe or uncomfortable using the College’s internal process.

Other independent review options, including the Resolution Institute, are outlined in the College’s academic and non-academic grievances and appeals policies. If an external review results in a decision or recommendation in your favour, the College will implement any required corrective or preventative action in accordance with the relevant policy and applicable requirements.

You can withdraw a grievance or appeal at any time by emailing [email protected].