Student Complaints
Please refer to the Grievances, Complaints and Appeals Policy and associated procedure before submitting your concern.
To submit a formal complaint, please complete the Grievances, Complaints and Appeals Form.
Formal complaints should be submitted within three months of the issue or incident.
What Happens Next
1. Initial Response
- You’ll receive an acknowledgment of your complaint within 3 working days
- We will assess your complaint and confirm next steps within 10 working days
- In most cases, the matter will be resolved within 20 working days
- You will be informed of the outcome within 5 working days after a decision is made
2. Internal Review
If you believe your complaint has not been resolved fairly or appropriately, you may request an internal review. Information on how to request this review will be included in your complaint outcome communication.
3. External Review
If you remain dissatisfied after the internal review, you may escalate your complaint to an external body such as:
Your Responsibilities
We ask that you engage in the process respectfully, honestly, and constructively. Frivolous, vexatious or deliberately misleading complaints may be dismissed and could result in disciplinary action.
What You Can Submit a Complaint About
Academic matters: relates to student academic progress, assessment, curriculum, the quality of course delivery, academic achievement in a course and awards in a course. This may include but is not limited to:
- academic progress.
- assessment matters.
- grading decision.
- findings of allegations of academic integrity (for example, plagiarism or cheating);
- decision of a member of academic staff that affect an individual student or a group of students.
- quality of course delivery, content or structure of academic programs or nature of teaching; and
- negative admissions decisions based on academic concerns.
.
Non-academic matters: refers those matters that do not relate to academic matters. They may include but are not limited to:
- breach of personal information, including information obtained for the purposes of FEE-HELP assistance and repayment of HELP loans.
- unfair treatment
- physical or verbal abuse and behavioural issues.
- provision of student support services and amenities.
- negative admissions decisions based on biased or unfounded non-academic concerns
.
What the Procedure Does NOT Cover
- Work Health and Safety issues – email whs@acpe.edu.au
- General feedback not requiring resolution – please refer to the Student Feedback page.
- Reports of sexual assault or sexual harassment – please refer to our Safety & Wellbeing page, the Sexual Misconduct Policy, or email sash@acpe.edu.au
Key Principles of Our Process
We aim to ensure that the complaint resolution process is:
- Accessible, fair, and transparent
- Impartial and confidential
- Timely and responsive
- Free of charge
- Supportive of respectful relationships
- Designed to resolve issues informally where possible
- Focused on continuous improvement and student wellbeing
Help is Available if You’re Finding It Hard to Speak Up
We understand that some students may find it difficult to engage with the complaints process for a variety of reasons, including:
- Disability or mental health concerns
- Anxiety around authority or conflict
- Cultural or religious sensitivities
- Limited access to technology or privacy
If you are experiencing any of these barriers — or any other difficulty — you are encouraged to reach out for confidential assistance. ACPE will make reasonable adjustments to support you through the process, which may include:
- Access to a support person or advocate
- Assistance in drafting or submitting your complaint
- Arranging a face-to-face or phone meeting instead of written communication
- Using accessible formats or assistive technology
Please contact Student Services at studentservices@acpe.edu.au or phone us directly on 1300 302 867 to discuss how we can help you.
Privacy Notice
All complaints are handled in accordance with ACPE’s Privacy Policy and associated procedure. Personal information is collected solely for the purpose of resolving your complaint and will not be used for any other purpose. You can choose to remain anonymous; however, this may limit ACPE’s ability to fully investigate and respond to your complaint. Please include:- A clear description of the issue, including any relevant dates, people, or locations
- Any steps you have taken to resolve the issue informally
- The outcome you are seeking
- Supporting documentation or evidence
