Higher Education Support Act 2003

Chapter 2 - Grants for higher education assistance etc  

PART 2-1 - HIGHER EDUCATION PROVIDERS  

Division 19 - What are the quality and accountability requirements?  

Subdivision 19-D - The fairness requirements  

SECTION 19-45   Student grievance and review procedures   Must have grievance and review procedures

19-45(1)  
A higher education provider must have:


(a) a grievance procedure for dealing with complaints by the provider ' s students, and persons who seek to enrol in *courses of study with the provider, relating to non-academic matters; and


(b) a grievance procedure for dealing with complaints by the provider ' s students relating to academic matters; and


(c) a review procedure for dealing with review of decisions made by the provider:


(i) under section 36-20 ; or

(ii) relating to assistance under Chapter 3 .
Note:

Part 5-7 also deals with reconsideration and review of decisions.

19-45(2)  
Except where the provider is a *Table A provider, the grievance procedures referred to in paragraphs (1)(a) and (b) must comply with the requirements of the Higher Education Provider Guidelines.

19-45(3)  
The review procedure referred to in paragraph (1)(c) must comply with the requirements of the Higher Education Provider Guidelines. Guidelines may provide for matters relating to reviews

19-45(4)  


The Higher Education Provider Guidelines may provide for matters relating to reviews of decisions made by higher education providers:


(a) under section 36-20 ; or


(b) relating to assistance under Chapter 3 ;

including procedures that are to be followed by *review officers when reviewing those decisions.

Provider to comply with procedures

19-45(5)  


The provider must comply with its grievance and review procedures.

Civil penalty: 60 penalty units.

Provider to provide information about procedures

19-45(6)  
The provider must publish, and make publicly available, up to date information setting out the procedures. Provider to provide information about other complaint mechanisms

19-45(7)  
The provider must publish information about any other complaint mechanisms available to complain about the provider ' s decisions.




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