Complaints

The process for making a complaint at SCEI-HE follows a structured approach to ensure fairness and timely resolution. Complaints should be addressed at the informal level first, before escalating to formal procedures if necessary.

Informal and Formal Processes

Before lodging a formal complaint, students should attempt to resolve the issue informally through the following stages:

Stage 1: Informal Direct Complaint

Whenever possible, discuss the issue directly with the relevant staff member.
If direct discussion is not possible, submit a written complaint to the appropriate department.
Raise your concern as soon as possible after the issue arises.

Stage 2: Informal Escalated Complaint

If the issue remains unresolved, escalate the complaint to a senior staff member responsible for the unit, course, or service.
This can be done in person or in writing.
Ensure that previous steps have been attempted before escalation.

Stage 3: Formal Complaint & Investigation

If the issue persists after informal resolution attempts, submit a formal complaint in writing (fill out the Form HEFOR12) to Quality@scei-he.edu.au or Complaints@scei-he.edu.au.
Complaints should be submitted within six months of the incident or within three weeks of receiving results for an academic matter.
The complaint will be investigated by impartial complaints officers who were not previously involved in the case.
You will receive confirmation of receipt within five working days and an investigation outcome within 10 working days from the time of receiving the acknowledgement email.
All complaints will be managed confidentially, neither parties will be discriminated against or victimised.

Appealing a Decision

Students who have received a decision from SCEI-HE can appeal the decision directly and do not need to wait for Stage 1 or Stage 2.
Appeals must be submitted within 10 working days of receiving the complaint/decision outcome.
Appeals should be submitted in writing and will be reviewed by the appropriate authority within SCEI-HE.
An independent reviewer may be involved in the appeals process to ensure fairness.
If an appeal is decided in favour of the student, SCEI-HE will implement the decision or recommendations within 24 hours and inform the appellant of the action taken.
Students have the right to appeal the decision or outcome

Anonymous Complaints

Anonymous complaints are accepted but may limit the ability to investigate and resolve issues effectively.
An anonymous complaint must be supported by verifiable documentary evidence to be considered.

Support & Advice

Students are encouraged to seek independent advice and support from student advocacy services.
The complaint process remains confidential, and only those involved in the investigation will have access to related information.

External Appeal Organisations

If the internal review does not resolve the complaint, students may escalate their concern to the National Student Ombudsman for an external review.

The National Student Ombudsman is a free, impartial, and independent service for students to escalate complaints about the actions of their higher education provider. The NSO can consider a range of issues, including student safety and wellbeing, gender-based violence, racism and racial vilification, discrimination, the fairness and effectiveness of student complaints processes, and administrative issues. Click the image below to find out more.

Additional External Appeal Organisations

Click the images below to explore.