How Students Express & Resolve Concerns

There are four main ways for students to express and resolve
their concerns.

Student Grievance Process Customer and Employee Feedback Process Assessment Appeals Process Training Evaluation

Student Grievance Process

What is a grievance?
A grievance can be about anything done , or not done by another person that you think is unfair, unjust or upsetting to you.
You may feel aggrieved because of unacceptable behaviour towards you such as:

Types of grievance

	discrimination
	harassment
	victimisation
	a decision which affects you (for assessment decisions see below)

Relevant Policies
TAFE’s Student Grievance Policy & Procedures provides students with the means to quickly resolve conflicts and grievances between students. This policy is available from Customer Service Centres. See contact details below.

When the issue is between students and staff either this policy or the Grievance Resolution Process (Employee) is used depending on whether the person with whom the student has a grievance is a student or staff member.

Fair & Confidential
The grievance process observes confidentiality and the rules of Natural Justice.

Actions
An aggrieved student may like to talk someone about the grievance, such as; Contact Officer (CO), Student Counsellor or Teacher.
These people can provide information, support and help in exploring options.

The aggrieved student may choose to:

Choices

	do nothing
	attempt to resolve the matter informally by meeting directly with the person with whom the student has a grievance, with or without support people
	participate in a facilitated, informal, joint problem solving process

If the matter remains unresolved, it will be reviewed by the aggrieved person's Team Leader and action taken may include any or all of the following:

Actions

	mediation
	conciliation
	arbitration
	discipline

If the matter still remains unresolved a formal review and investigation by a General Manager will occur.

The aim is for resolution to be achieved quickly. Some situations may take longer but the process should be completed within 50 days.

Counselling & Career Service Contact Details

Customer and Employee Feedback Process

This is used for students, staff, employees to complain about a matter (excluding formal grievances and assessment appeals) or to suggest opportunities for improvement. The Customer and Employee Feedback Action Report Form can be used to comment on any matter associated with how TAFE Tasmania operates.

Examples might include matters such as the adequacy of the facilities, improvement to processes, information provided, availability of services, level of services etc. The aim of the process is the continuous improvement of products and services. Forms are available at Front Offices or Student Services and completed forms are forwarded to General Managers to action.
Positive feedback is also welcome.

Assessment Appeals Process

• Student Guidelines [78KB PDF]
• Form [246KB Word Doc]
• Form [107KB PDF]

Training Evaluation

TAFE Tasmania is committed to a process of continuously evaluating and improving the quality of service provided to our customers by listening to, and acting upon your feedback. In particular we want to ensure that, as far as possible, delivery and assessment activities are appropriate to industry specifications, and meet your individual learning needs.

To gather your feedback, staff may ask you to complete a survey at the completion of an assessment, a single unit or module, a group of units, or a complete qualification.

All questionnaires will be treated as confidential. The results will be discussed by teachers and Team Leaders, and, where necessary, action will be put in place to address particular concerns raised by students.

If you wish to provide additional feedback about TAFE training you have undertaken, you may also use the Customer and Employee Feedback Action Report Form available from Front Offices and Student Support.

Counselling & Career Service Contact Details