IPS Institute Appeals Handling Policy

Appeals Handling Policy V2.0
RTO Code: 32186
Date: 1st July 2025

1. Who and what does this policy apply to?

This policy relates to appeals of decisions made by IPS Institute. These appeals may be submitted by a student where IPS Institute has made a decision that is relevant to the student, or which effects the student in some way. Where IPS Institute makes a decision which does not relate to or effect a student, the student is not eligible to appeal the decision.

The following are some examples of decisions that a student might appeal:

• An assessment decision of the student’s knowledge and skills,
• An administrative decision that effects the student directly,
• A policy decision that changes the nature of the terms of service that the student agreed to at the time of their enrolment,
• A decision in relation to utilising third parties in service delivery,
• A decision in relation to a training product being superseded or deleted and the related transition process, or
• A decision to change the nature of the service being delivered that the student agreed to at the time of their enrolment.

The above list of examples is not exhaustive, and this policy may apply to literally any decision that IPS Institute makes that is relevant to the student, or which effects the student in some way.

2. Ensuring procedural fairness

IPS Institute implement the following mechanisms to ensure procedural fairness when handling appeals:

• the appeal is handled by an unbiased person not involved in making the original decision
• the student is given an opportunity to be heard and to provide relevant information
• the privacy of all parties involved is protected, and the information included in an appeal is kept confidential. Only individuals directly involved in the appeals process will have access to the appeal information.
• information is handled sensitively to ensure that students feel safe and supported when lodging an appeal.

3. The appeals period

Students have the right to appeal decisions within 28 calendar days of receiving notification of the decision. Appeals submitted after this period may not be considered.

4. Early Resolution of Appeals

Students are encouraged to resolve any concerns they may have directly with the IPS Institute staff member involved in the first instance. It is often the case that the student’s decision to make an appeal can be avoided by proper communication and consultation with students at the time a decision is made.

5. Submitting an Appeal

If the student is unable to resolve the issue directly with the IPS Institute staff member, they should raise the appeal with the Training Manager, Office Manager or CEO. This may be verbally in the first instance and must then be in writing by completing a Request for an Appeal of a Decision Form.

The request for an appeal may be submitted to the Training Manager, Office Manager or CEO. Alternatively, the student may submit it via email or hard copy via the post. The contact details for submitting the appeal are provided to the student in the Student Handbook.

6. Principles of Natural Justice and Procedural Fairness

A student is to be provided an opportunity to formally present his or her case at no cost. Each student may be accompanied and/or assisted by a support person at any relevant meeting.

The principles of Natural Justice and Procedural Fairness must be incorporated into every stage of the appeals handling process to ensure that decision-making is fair and reasonable.

Natural justice must be observed when it affects the rights, interests or legitimate expectations of individuals. The following principles are to be applied:

• CEO bias. Where the Chief Executive Officer of IPS Institute feels that they may have bias or there is a perception of bias or where the person making the appeal is not satisfied with how the matter is being handled, the student is to be referred directly to an independent third-party for consideration and response.
• Third Party Review. Where the student is not satisfied with the handling of the matter by IPS Institute, they have the opportunity for a body or person that is independent of IPS Institute to review his or her appeal following the internal completion of the appeal handling process.
• To request a review by an independent third party, the student should inform the Office Manager of their request who will initiate the process with the Chief Executive Officer.
• The independent third-party is required to respond with their recommendations within fourteen (14) calendar days of their review being requested.
• Where IPS Institute appoints or engages an appropriate independent person to review an appeal the IPS Institute will meet the full cost to facilitate the independent review.

7. Confidentiality

Appeals are to be handled in the strictest of confidence. No IPS Institute representative is to disclose information to any person without the permission of IPS Institute CEO.

A decision to release information to third parties can only be made after the student has given permission for this to occur. This permission should be given as written consent.

8. Appeals Handling Timeframe

IPS Institute will provide written acknowledgement of receiving the appeal no later than 24 hours from the time the appeal is received using the appeals written acknowledgment email template.

The acknowledgement must inform the student that they will receive a written response within 14 days to explain the appeals handling process and the person’s rights and obligations.

Appeals must be resolved to a final outcome within thirty (30) calendar days of the appeal being initially received.

Where IPS Institute Chief Executive Officer considers that more than 30 calendar days are required to process and finalise the appeal, the CEO must inform the student in writing, including reasons why more than 30 calendar days are required.

9. Unresolved Appeals

Once the appeals handling process has concluded and the person seeking an appeal remains not satisfied with the outcome, the person is to be advised that they have the right to refer the matter to any external authority or agency that may be relevant to their appeal.

The following external agencies are nominated in the first instance as relevant points of referral:

• Office of Fair Trading (consumer related issues)
• National Training Complaints Service
  Phone: 13 38 73
  Website: https://www.dewr.gov.au/national-training-complaints-hotline
• Australian Skills Quality Authority (ASQA)
  https://asqaportal.asqa.gov.au/Make-a-Report
• Office of the Australian Information Commissioner
  Phone: 1300 363 992
  https://www.oaic.gov.au