IOSHQ Complaints and Appeals Policy
The IOSHQ complaints and appeals policy provides a structured framework for raising concerns, requesting review of applicable academic decisions and supporting fair institutional resolution.
Learners are encouraged to provide clear, relevant and accurate information so that complaints and appeals can be reviewed appropriately.
About the IOSHQ Complaints and Appeals Policy
The IOSHQ complaints and appeals policy supports an orderly process for learners and other relevant parties to raise concerns about applicable IOSHQ educational or administrative matters.
A complaint generally concerns dissatisfaction with a service, process, conduct or administrative matter. An appeal generally requests review of an applicable decision or outcome, including an academic or assessment-related decision where review is available.
Complaint or Appeal?
Identifying the nature of the issue helps IOSHQ determine the appropriate review process.
Complaint
A complaint may concern dissatisfaction with an applicable service, administrative process, communication, conduct or other institutional matter.
Appeal
An appeal is a request for review of an applicable decision or outcome where the learner believes there is a relevant basis for reconsideration.
General Enquiry
A request for information or clarification may be resolved as an enquiry without requiring a formal complaint or appeal process.
Raising a Complaint With IOSHQ
A complaint should clearly identify the issue and provide sufficient information for IOSHQ to understand and review the matter.
Where appropriate, learners are encouraged to raise concerns promptly so that relevant information and records remain available for review.
Identify
Clearly identify the service, process, communication or other matter giving rise to the concern.
Explain
Describe what occurred and explain the concern in a clear and factual manner.
Support
Provide relevant records, communications or other information that may assist the review.
Submit
Send the complaint through the appropriate IOSHQ communication channel for consideration.
Requesting Review of an Academic Decision
Where an applicable academic or assessment decision is open to review, a learner may submit an appeal explaining the decision being challenged and the relevant basis for requesting reconsideration.
Identify the Decision
Clearly identify the assessment, completion or other applicable academic decision for which review is requested.
State the Basis
Explain the relevant reason for requesting review and provide information supporting the appeal.
Provide Evidence
Include relevant records or information that may reasonably assist consideration of the matter.
Information Relevant to an Academic Appeal
An appeal should identify a relevant reason why an applicable decision should be reviewed. An appeal is not simply a request for a different outcome without supporting grounds.
Process Concern
Relevant information may indicate that an applicable academic or assessment process was not followed as intended.
Relevant Information
Information materially relevant to the decision may be identified for consideration where appropriate.
Material Error
An appeal may identify an alleged factual, administrative or other material error relevant to the applicable decision.
What to Include With a Complaint or Appeal
Providing clear and relevant information helps IOSHQ identify the matter and conduct an appropriate review.
Your Information
Provide sufficient information to identify you and, where applicable, the relevant learner or enrollment record.
Description of the Matter
Explain the issue, relevant circumstances and the decision or service involved in clear factual terms.
Supporting Information
Provide relevant communications, records or other information that may assist IOSHQ in reviewing the matter.
How IOSHQ Reviews Complaints and Appeals
The review process depends on the nature and complexity of the matter and the information reasonably available for consideration.
Receive
The complaint or appeal is received and the relevant matter is identified.
Review
Relevant information, records and applicable requirements are considered.
Clarify
Additional information may be requested where reasonably necessary to understand the matter.
Determine
The available information is considered and an appropriate outcome is determined.
Communicate
The applicable outcome or next step is communicated through an appropriate channel.
Principles Supporting Complaint and Appeal Review
IOSHQ seeks to approach applicable complaints and appeals through clear processes, consideration of relevant information and appropriate institutional responsibility.
Fair Consideration
Relevant information should be considered in relation to the matter being reviewed.
Clear Process
Complaints and appeals should be handled through an identifiable process appropriate to the nature of the matter.
Responsible Participation
Individuals raising a matter should provide accurate information and communicate respectfully throughout the review process.
Assessment, Completion and Academic Integrity
Academic appeals may relate to matters involving assessment or program completion where an applicable decision is available for review.
An appeal does not remove the learner’s responsibility to meet applicable program requirements or comply with academic integrity expectations.
Assessment
Assessment-related concerns should identify the relevant assessment and the basis for requesting review.
Completion
Program completion remains dependent on satisfying the applicable educational and assessment requirements.
Academic Integrity
Academic integrity expectations continue to apply throughout assessment, appeal and completion processes.
Information Provided During a Complaint or Appeal
Information submitted in connection with a complaint or appeal may be used to identify, investigate, administer and resolve the relevant matter.
Information should be handled consistently with legitimate institutional purposes, appropriate recordkeeping and the IOSHQ privacy policy.
Conduct During the Review Process
IOSHQ expects communications associated with complaints and appeals to remain factual, relevant and respectful.
Knowingly false information, abusive communications, threats or misuse of complaint and appeal processes may interfere with appropriate review and may be addressed according to the circumstances.
Possible Complaint and Appeal Outcomes
The appropriate outcome depends on the nature of the matter, applicable requirements and information established through review.
Decision Confirmed
The available information may support the original process, action or applicable decision.
Further Review
Additional consideration or administrative action may be appropriate where the review identifies a relevant issue.
Corrective Action
Where an issue is established, an appropriate correction or other institutional response may be determined according to the circumstances.
Complaints as a Source of Institutional Learning
Relevant information arising from complaints and appeals may help identify opportunities to clarify communication, strengthen processes or support continuous improvement within IOSHQ educational and administrative activities.
This relationship between review, accountability and improvement supports the wider IOSHQ academic quality framework.
Policies Supporting Learner Accountability and Resolution
Complaints and appeals may need to be considered alongside other IOSHQ policies depending on the nature of the matter.
Academic Integrity
Review learner responsibilities concerning authentic academic work and assessment integrity.
Assessment & Completion
Review information concerning assessment responsibilities and successful program completion.
Privacy Policy
Review how personal information and institutional records may be handled by IOSHQ.
IOSHQ Complaints and Appeals Policy FAQ
Review common questions about submitting concerns and requesting review of applicable decisions.
The IOSHQ complaints and appeals policy provides a structured framework for raising concerns and requesting review of applicable academic or administrative decisions.
A complaint generally concerns dissatisfaction with an applicable service, process or conduct. An appeal generally requests review of an applicable decision or outcome.
Where an applicable assessment decision is open to review, a learner may request review by identifying the decision, explaining the relevant grounds and providing supporting information.
Provide sufficient identifying information, a clear description of the matter and any relevant records, communications or supporting information that may assist review.
No. An appeal provides an opportunity for an applicable decision to be reviewed. The outcome depends on the relevant circumstances, information and requirements.
Contact IOSHQ with sufficient information to identify the relevant matter. IOSHQ may request additional information where necessary to support appropriate review.
Contact IOSHQ About a Complaint or Appeal
Provide clear information about the matter and any relevant supporting records so that your concern or review request can be considered appropriately.