Making a Complaint

Although we strive to deliver the best possible experience for you, from time to time things happen, and you might want to make a complaint.

Your complaint may be about another student, a staff member/instructor, the course content, the facilities, or another party (such as a student placement workplace) you have encountered through Breathe Education.

All complaints will be treated with integrity and privacy. There is no cost for the complaints process unless it is referred to a third party for resolution.

A student may be assisted or accompanied by a support person (of their choice) regardless of the nature of the issue or complaint throughout the process.

Informal complaints

If you have a complaint we, firstly, recommend you try to resolve this issue using non-formal means. You should:

1. Identify and discuss the complaint or grievance with the other party or with the Breathe Support team.
2. Discuss the best outcome to the complaint or grievance.
3. Agree to act to resolve the complaint or grievance.

Talk to your trainer. They can help to remedy the problem.

You can approach the Breathe Education Support team who will mediate to resolve the problem (if, after talking to your instructor, the complaint or grievance remains unresolved).

If the complaint relates to a fellow student – give the other student an opportunity to present their case, accompanied by one other person as support or as representation.

If you have a problem with or complaint about, your instructor, the course content, the facilities, or any component of the course – we recommend you talk to your instructor. If speaking with your instructor does not feel appropriate contact Breathe Education Support.

Breathe Education will respond to your complaint and attempt to resolve it within 5 days.

If you feel you need to take the matter further you can put in a formal complaint.

Formal complaints

If you wish to submit a formal complaint complete the Complaints and Appeals Form. State your case providing as many details as possible.

Complaints must include the following information:

• Submission date of complaint
• Name of complainant;
• Nature of complaint;
• Date of the event which lead to the complaint.

All formal complaints are lodged with the Operations Manager who will refer the matter to the appropriate staff member to resolve.

Formal complaints are entered into the ‘Complaints and Appeals Register’.

Breathe Education will act immediately on any substantiated complaint and implement any decision and/or corrective and preventative action that is required, and advise the student of the outcome.

Once a decision has been reached all parties involved will be informed, in writing, of any outcomes concluded, or processes in place to deal with the complaint within 10 working days.

Copies of all documentation, outcomes and further action required will be recorded in the ‘Complaints and Appeals Register’ and saved in the student’s record.

If you are not satisfied with the resolution of the complaint after following the Complaints Procedure, Breathe Education asks you to seek further assistance from the Disputes Settlement Centre: http://www.justice.vic.gov.au/disputes

Making An Appeal

All students have the right to appeal decisions made by Breathe Education.

When your assessments are completed you will have the opportunity to discuss your marks with your Trainer and ask for specific feedback.

If at any stage you disagree with the mark you have been given, you are able to appeal the decision.

Here’s what you need to know about making an appeal:

1. An appeal must be made in writing and specify the particulars of the decision or finding in dispute.
2. Appeals must be submitted to Breathe Education within 28 days of you being issued the decision. You will need to let us know what the outcome was and why you feel it is not appropriate.
3. Breathe Education will respond to you within 10 working days of the lodgement of the appeal and endeavour to handle your request.

There will be no cost for this.

If you are not happy with the Breathe Education response to your appeal, you are able to request that an external person review your appeal. You have the option of contacting the Disputes Settlement Centre: http://www.justice.vic.gov.au/disputes

During this process, your enrolment will be maintained and you will be able to continue with the course.

If we find in your favour (that is, we agree your mark should be changed), we will implement that immediately.

Students have the right to appeal all other decisions made by Breathe Education including:

• Deferral, suspension, or cancellation decisions made in relation to the student’s enrolment.
• Decisions made following complaint resolution.

The whole appeal process will be kept in the strictest of confidence.