Student Complaints and Grievances

Student Complaints and Grievances

At Johnston Institute, we are committed to creating a fair, respectful, and supportive learning environment. We understand that sometimes students may feel dissatisfied with a decision, service, or experience. Our Student Grievance and Academic Appeals Policy provides clear processes for raising and resolving these matters.

What is a Grievance?

A grievance is a serious concern or complaint raised by a student about:

• Being treated unfairly, inappropriately, or disrespectfully by another student or staff member.

• Misconduct by students or staff (as defined in the Student and Staff Codes of Conduct).

• Issues related to services, facilities, or experiences that affect your studies.

Note: Minor issues or misunderstandings should first be addressed informally where possible. If not resolved, they can become a formal grievance.

What is an Academic Appeal?

An academic appeal is a formal request to review an academic decision made by the Institute. Examples include:

• Admission or RPL (Recognition of Prior Learning) outcomes.

• Academic misconduct findings and penalties.

• Enrolment restrictions or cancellations.

• A final grade of Fail (F) or Unsatisfactory (US).

How the Process Works

Grievances

• Step 1: Informal Resolution – Try to resolve the issue directly with the person involved (e.g., lecturer, staff member).

• Step 2: Formal Grievance – If unresolved, submit a formal grievance. This will be reviewed by a Grievance Panel of staff members with no conflict of interest.

• Step 3: External Review – If still unresolved, you may escalate to:

  • The Commonwealth Ombudsman (for international students), or

  • An External Arbiter appointed by the CEO (for domestic students).
    The decision at this stage is final.

Academic Appeals

• Step 1: Informal Review – Discuss with the staff member who made the decision.

• Step 2: Formal Appeal – Submit an appeal in writing to the Dean (or nominee) for review.

• Step 3: Final Appeal – If unsatisfied, you may appeal to the Student Academic Appeals Committee (SAAC) of the Academic Board. The Academic Board’s decision is final.

Your Rights and Protections

• All grievances and appeals are handled with fairness, confidentiality, and impartiality.

• You will not face retaliation for raising a genuine grievance or appeal.

• Support persons (not legal representatives) may accompany you during the process.

• Serious matters (e.g., threats, crimes, sexual assault or harassment) may be referred to external authorities, with appropriate student support provided.

Need Help?

If you are unsure whether your concern is a grievance or an academic appeal, you can:

• Speak with Student Services for advice.

• Review the full Student Grievance and Academic Appeals Policy.