Complaints and Appeals

At KBS, we’re determined to ensure you have a fantastic experience and you are successful in your studies. We will always endeavour to find solutions for you, but if you don’t feel satisfied with the solutions we have provided, there is a formal KBS Grievances, Complaints and Appeals Policy and process available to all students

GRIEVANCE AND COMPLAINT PROCESS

STAGE 1: RESOLVING ISSUES INFORMALLY

Issues can often be resolved quickly and easily by talking with the staff member concerned, or a Student Experience team member. If talking with a staff member is not practical or does not resolve the issue, please proceed to Stage 2.

STAGE 2: LODGING A COMPLAINT

Complaints can be lodged in Kaplink using the “Request” button and must be submitted within 10 working days of the incident. To help us process your complaint, you should include the following information when submitting your complaint:

• Summarise the issues relating to the complaint.
• Provide any evidence of attempts to resolve the complaint – emails, examples, dates, times, etc.
• Specify the outcome that you are seeking.

We will acknowledge receipt of your complaint within 5 working days and your case will be investigated and reviewed by a relevant manager.

STAGE 3: INVESTIGATION

Investigation of your complaint may involve us taking the following actions:

• Reviewing assessments, course materials, course evaluations or resources.
• Consulting other course participants and/or relevant Kaplan staff members to obtain further information.
  
• Reviewing KBS processes.
• Reviewing information provided if the complaint relates to bullying and/or harassment.
• Reviewing potential unfair treatment of individuals on grounds of access and equity.

KBS may also request a formal interview or meeting with you to agree on an appropriate resolution.

STAGE 4: RESOLVING THE COMPLAINT

Once the investigation has ended, you will receive a response from KBS explaining the outcome. This will usually occur within 10 working days of acknowledgement of the complaint, or as soon as is practicable.

APPEALS PROCESS

If you are unsatisfied with the outcome of a complaint, it is possible to appeal this determination via the internal KBS appeals process. The appeal must explain the grounds of the appeal and provide any new evidence or information not previously provided. It should also specify the outcome sought.

There is no cost for lodging an appeal and students will be treated fairly and respectfully, with a transparent process.

LODGING AN APPEAL

Appeals can be lodged in Kaplink using the “Request” button and should be connected to a previously resolved Complaint. Appeals must be lodged within 10 working days* of a determination being made.

Appeals can also be lodged if:

• You are an English for Academic Purposes (EAP) student and have received a Notification of Intention to Report for unsatisfactory attendance.
• A higher education student who has received a Notice of Intention to Cancel Enrolment due to unsatisfactory course progress or misconduct.

An appeal of a determination may be made on one or more of the following grounds:

• The penalty imposed was excessive considering the facts of the matter.
• New evidence of a relevant nature is available that might alter the original decision.
• The decision was made without due consideration of relevant facts, evidence, or circumstances.
• There was bias, prejudice or a conflict of interest by the investigative or hearing body.
• Some significant policy/procedural irregularity occurred in the investigative or hearing process

* Any appellant on an Overseas Student Visa that is subject to an Intention to Report letter will be informed that they have 20 working days to access the appeals process.

INVESTIGATING THE APPEAL

Your appeal will be reviewed by a relevant KBS representative, in alignment with the process outlined in the KBS Grievances, Complaints and Appeals Policy.

RESOLVING THE APPEAL

The outcome of your appeal will be communicated to you within 10 working days of the decision being made or as soon as practicable. The outcome resulting from the appeal process is final and binding on all parties.

EXTERNAL APPEAL

If you wish to further appeal the decision resulting from this process, you will have 10 working days from the date of your appeal outcome letter to request an external review and provide evidence to KBS of the external review request. An external appeal should ideally only be made after all internal appeal processes under this Policy have been addressed.

Kaplan will advise you all preventive or corrective actions taken as required in the decision made by the external reviewer.

Contact details for External Independent Review Bodies: