The IFE is committed to quality education and the welfare of learners and staff. The complaints and appeals policy provides a way for IFE learners and clients to raise concerns and for these to be addressed efficiently and effectively. The IFE treats complaints and appeals as important avenues for supporting student satisfaction and for monitoring IFE services to ensure high and consistent standards in education, formation and assessment.

Complaint refers to a problem or concern relating to the conduct of IFE staff or students or relating to the IFE’s operations or services. These may include course materials or processes, quality of teaching, training facilities, discrimination, sexual harassment and other issues which may arise.

Appeal refers to a disagreement with an assessment decision, or with the outcome of a complaint. Grounds for an appeal in relation to assessment may include insufficient evidence being considered when making an assessment decision or a belief that another trainer and assessor could reach a different decision.

Complaints may be raised formally or informally. All appeals must be raised through the formal appeals process to ensure full documentation of the process.

Informal Complaints Procedure

A complaint may be raised informally (in person, by email or by phone) with the IFE staff person involved or directly with the IFE Director. If the complaint is about a person, we encourage you in the first instance to raise the concern with the person involved. The IFE will hear all complaints respectfully and endeavour to resolve complaints efficiently and effectively. If the complaint is not resolved through this informal process, a formal complaint or appeal may be raised.

Formal Complaints and Appeals Procedure

The IFE is committed to ensuring the principles of natural justice and procedural fairness are adopted at every stage of the complaints and appeal process.

Persons may raise a formal complaint or appeal in writing with the IFE Director by submitting an IFE Complaints and Appeals Form available from the IFE website at www.ife.qld.edu.au. All assessment appeals must be received within one month of results being issued. All complaints and appeals will be managed fairly and equitably and as efficiently as possible, usually within 15 working days.

Complaints: The IFE will manage complaints by allocating one or more independent review persons who have not been involved in the issue to this point to hear the complaint. The complainant will have the right to present their case to this independent review person (or persons) and may be accompanied by a support person when they do so. If another person is involved in the complaint (e.g. the complaint is about an IFE staff member or another IFE learner), the reviewer may also seek to interview the other person involved. The IFE will ask the complainant for permission to raise the matter with the other person involved. If this permission is not given, the complaint may not be able to be addressed.

Appeals: The IFE will manage assessment appeals by reviewing the assessment. If there is a case for review, a suitably qualified, independent assessor will be employed by the IFE to re-assess or conduct another assessment. The IFE may seek the advice of independent experts for any aspects of this process.

Each formal complaint or appeal and its outcome will be recorded in writing. Details of all formal complaints and appeals will be securely maintained in a Register of Complaints and Appeals. The IFE will take appropriate steps to mitigate the likelihood of reoccurrence.

Persons making a complaint or appeal will be provided with a written statement of any formal complaint or appeal outcomes, including reasons for any decisions reached.

If the complainant is not satisfied with the outcome, the IFE Director will appoint an independent third party outside of the IFE to mediate. Costs for such mediation will be passed on to the parties involved prior to mediation commencing.