Code of Conduct

Code of Conduct

Learners must receive up to date information about the status and outcomes of the courses for which they are enrolled

  1. All reasonable efforts are made to ensure learners are aware of their rights and responsibilities under the College Code Of Practice as well as all relevant government legislative and regulatory requirements.
  2. Information regarding College policies and code of conduct can be found in the Learner Handbook, which is also available from the college office. Copies of relevant legislation are held by the College for reference purposes.

Complaints Handling and Appeals

ACMUSE provides a fair and transparent complaint handling process. In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute will be resolved at the time they occur between the persons involved. It is often the case that complaints can be avoided by proper communication and respect between persons involved.

ACMUSE will apply the following principles to its complaints handling:

  • A written record of all complaints is to be kept by ACMUSE including all details of lodgement, response and resolution. The complaints register within the student management system is to be used to record the details of the complaint and to maintain a chronological journal of events during the complaint handling process. Records relating to complaint handling will be stored securely to prevent access to unauthorised personnel.
  • A complainant is to be provided an opportunity to formally present his or her case at no cost.
  • Each complainant may be accompanied and/or assisted by a support person at any relevant meeting.
  • The handling of a complaint is to commence within seven (7) working days of the lodgement of the complaint and all reasonable measures are taken to finalise the process as soon as practicable.
  • The complainant is to be provided a written response to the complaint, including details of the reasons for the outcome. A written response must be provided to the complainant within fourteen (14) days of the lodgement of the complaint.
  • Complaints must be resolved to a final outcome within sixty (60) days of the complaint being initially received. Where ACMUSE Chief Executive Officer considers that more than 60 calendar days are required to process and finalise the complaint, the CEO must inform the complainant in writing, including reasons why more than 60 calendar days are required. As a benchmark, ACMUSE should attempt to resolve complaints as soon as possible. A timeframe to resolve a complaint within thirty (30) days is considered acceptable and in the best interest of ACMUSE and the complainant.
  • ACMUSE shall maintain the enrolment of the complainant during the complaint handling process.
  • Decisions or outcomes of the complaint handling process that find in the favour of the student shall be implemented immediately.
  • Complaints will be handled in the strictest of confidence.
  • If the complainant is not satisfied with the handling of the matter by ACMUSE, they have the opportunity for a body that is independent of ACMUSE to review his or her complaint following the internal completion of complaint handling process.
  • A complainant who remains dissatisfied with the process applied by ACMUSE following review by an independent party, may refer their grievance to the Australian Skills Quality Authority – ASQA Online Complaint Form available at http://www.asqa.gov.au/complaints/make-a-complaint—domestic-students/make-a-complaint—domestic-students1.html (domestic students) andhttp://www.asqa.gov.au/complaints/make-a-complaint—overseas-students/make-a-complaint—overseas-students-1.html (international students).

Appeals handling

ACMUSE provides a fair and transparent appeals handling process. An appeal is an application by a student for reconsideration of an unfavourable decision or finding during their time with ACMUSE. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within twenty eight (28) working days of the decision or finding is informed to the student.

It is important to note that a student may appeal any decision that ACMUSE may make. Appeals may relate to assessment decisions, and to administrative decisions that ACMUSE may make. Examples of this include an appeal of a decision to deny a refund or to deny an application for credit transfer. As the process for handling and assessment appeal compared with an appeal of an administrative decision is slightly different, this difference has been catered for within this policy with adjusted processes for both situations.

ACMUSE will apply the following principles to its appeals handling:

  • A written record of all appeals is to be kept by ACMUSE including all details of lodgement, response and resolution. The appeals register is to be used to record the details of the appeal and to maintain a chronological journal of events during the appeal handling process. Records relating to appeal handling must be stored securely to prevent access to unauthorised personnel.
  • An appellant is to be provided an opportunity to formally present his or her case at no cost.
  • Each appellant may be accompanied and/or assisted by a support person at any relevant meeting.
  • The appeals policy must be publicly available. This means that the appeals policy and procedure must be published on the ACMUSE website.
  • The handling of an appeal is to commence within seven (7) working days of the lodgement of the appeal and all reasonable measures are taken to finalise the process as soon as practicable.
  • The appellant is to be provided a written response to the appeal, including details of the reasons for the outcome. A written response must be provided to the appellant within fourteen (14) days of the lodgement of the appeal.
  • Appeals must be resolved to a final outcome within sixty (60) days of the appeal being initially received. Where ACMUSE’s Chief Executive Officer considers that more than 60 calendar days are required to process and finalise the appeal, the CEO must inform the appellant in writing, including reasons why more than 60 calendar days are required. 

For a copy of the full policy and appeal handling principles click on link below.

 
 

Code of Conduct Download

Student Handbook Download