At Johnston Institute, we are committed to ensuring that all student grievances and academic appeals are resolved in a timely, fair, transparent, and consistent manner. We provide a safe environment where you can raise concerns without fear of reprisal, disadvantage, or victimisation.
All internal grievance and academic appeal stages are provided at no cost to students.
Feedback and Suggestions
We value your voice as a key part of continuous improvement. If you have general suggestions or feedback regarding your units, teaching quality, or student services, you do not need to lodge a formal complaint. You can share your thoughts through regular student surveys, by speaking with your class representatives, or by joining student focus groups.
(If your concern is more serious or involves a personal dispute or academic decision, please follow our formal resolution process below.)
Understanding Grievances and Academic Appeals
Before lodging a formal request, it is important to understand which process applies to your situation:
- Student Grievance (Non-Academic): A formal complaint regarding non-academic matters. You may lodge a grievance concerning:
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Administrative processes and procedures
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Service delivery concerns
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Behaviour of staff or other students (including bullying, harassment, or discrimination)
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Academic Appeal: A dispute regarding an academic decision made by the Institute. This includes outcomes related to:
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Academic decisions and grades (such as a Fail or Unsatisfactory grade)
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Admissions or Recognition of Prior Learning (RPL)
- Alleged academic misconduct investigations
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How to Lodge a Complaint or Appeal: Our 3-Step Process
Johnston Institute follows a tiered three-step process to resolve issues.
Step 1: Informal Resolution
For minor matters or misunderstandings, students are encouraged to seek an informal resolution directly with the person(s) concerned or the original decision-maker. You may seek independent advice, advocacy, or support prior to or during this step.
Step 2: Formal Internal Review
If your concern cannot be resolved informally, you may lodge a formal written request.
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To lodge a Grievance: You must submit the Student Grievance / Allegation of Misconduct Form.
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To lodge an Academic Appeal: You must submit a written Academic Appeal Application.
What happens next?
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Acknowledgement: The Institute will acknowledge receipt of your formal submission within 48 business hours.
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Investigation: * Grievances are investigated by a Student Grievance/Misconduct Panel comprising at least three staff members with no conflict of interest. This is normally completed within 20 working days.
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Academic Appeals are reviewed by the Dean or a nominee with no prior involvement. This review is normally completed within 10 working days.
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Outcome: You will receive a written outcome detailing the reasons for the decision, any actions taken, and your rights for further appeal.
Step 3: External Review & Final Academic Appeals
If you remain dissatisfied with the internal outcome, you have the right to seek a further review.
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For Grievances (External Review): External review bodies do not charge students for lodging complaints or appeals.
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International Students: You may refer your grievance to the Commonwealth Ombudsman.
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Domestic Students: You may refer your grievance to the National Student Ombudsman (NSO) or an independent External Arbiter appointed by the CEO.
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For Academic Appeals (Final Internal): The Step 3 final internal stage for academic appeals is a review by the Student Academic Appeals Committee (SAAC) of the Academic Board. The SAAC or Academic Board decision is final internally.
Independent Advice, Advocacy, and Support
At any stage of the grievance or academic appeals process, you have the right to seek independent professional advice, access counselling and wellbeing support, or be supported by an advocate or student representative.The Institute can provide information and referrals to free or low-cost services, including:
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Community Legal Centres (Victoria): Free or low-cost legal advice on education-related matters.
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Study Melbourne Student Centre: Free welfare, accommodation, and financial assistance.
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Lifeline Australia: Free mental health and wellbeing crisis support (Call 13 11 14).
Complaints to the Regulator (TEQSA)
Johnston Institute is committed to the highest standards of educational quality and compliance. If your concern relates to the Institute’s broader operations, quality of education, or systemic compliance with the Higher Education Standards Framework (HESF), and it has not been resolved through our internal or external review processes, you may lodge a complaint directly with the national regulator.Students enrolled in a higher education course (subject to TEQSA approval) can make a complaint to the Tertiary Education Quality and Standards Agency (TEQSA). For more details on what complaints TEQSA will investigate, please visit their complaints page: https://www.teqsa.gov.au/complaints
TEQSA Contact Details:
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Phone: 1300 739 585
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Email: enquiries@teqsa.gov.au
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Website: https://www.teqsa.gov.au/
National Student Ombudsman (NSO)
If you have exhausted Johnston Institute’s internal grievance and academic appeals processes and remain dissatisfied with the outcome or how your complaint was handled, you have the right to seek an external review.
About the National Student Ombudsman
The National Student Ombudsman (NSO) is a free and independent service for students to escalate complaints about the actions of their higher education provider. The NSO provides an impartial review to ensure fair treatment and procedural fairness.
How to contact the NSO:
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Website (Online complaints): nso.gov.au
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Phone: 1300 395 775
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Email: NSOOutreach@ombudsman.gov.au
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In Person: At Commonwealth Ombudsman office locations.