Student feedback policy
STUDENT COMPLAINTS POLICY STATEMENT
This policy informs students how to make complaints including how these are recorded and resolved at the International Civil Aviation Security Council. ICASC is committed to a complaint handling process based on the principles of transparent decision-making, access, responsiveness, assessment and action, feedback and monitoring effectiveness.
The procedures for dealing with complaints, handled under this policy is given to Student Services which allows ease of access for students, transparent lines of responsibility for staff and recorded administrative decision-making.
This policy applies to every student engaged in studying with the International Civil Aviation Security Council.
RESPONSIBILITY and IMPLEMENTATION
Responsibility for the effectiveness of the complaint handling process for students resides with the Student Services who ensures that the system is planned, designed, maintained and continually improved.
The Student Services also ensures that staff are trained and informed of the Student Complaints Policy complaint handling process and that ICASC personnel are clearly directed to investigate, resolve and record complaints. The Student Services monitors the investigation of complaints and can escalate procedures if required. The Student Services regularly reviews the complaints handling system and reports directly to executive management on the effectiveness of the complaints handling process and will evaluate the performance of the complaint management process and report the outcomes annually to the Chancellor.
On receipt, the seriousness and complexity of each complaint is assessed and the best course of action is determined. Student Services personnel are trained and responsible for being aware of the complaint handling process for students and ensuring that complaints referred to them for resolution are investigated, managed and acted upon appropriately in a timely and sensitive manner. The designated Student Services personnel will monitor the implementation of any remedial actions. They are also responsible for communicating outcomes of an investigation directly to the student and ensure that relevant information is recorded.
COMPLIANCE / MONITORING
Information provided through the complaint process is collected according to number and type of complaint received, timeframes for assessment and action, complaint decisions/outcomes and other information.
LEGISLATION AND DOCUMENTS
In developing this policy the related principles for customer satisfaction as found in the AS ISO 10002-2006 have been taken into account.
All terminology used within this policy is consistent with definitions in the ICASC Glossary. Of particular note are the definitions of a student, enrolled student, program, enabling program and course.
Student Services Approval Date
10 March 2011
Date of Next Review
10 March 2014