OTHER INFORMATION

Information about ELC, UTAS, Tasmania and more...

Complaints Procedures

Attendance Issue

If you have a complaint about the English Language Centre on an attendance issue:

  1. Talk to the Student Adviser who will assist you to make a complaint in writing to the Appropriate Person.
  2. A complaint or an appeal must be made within 20 working days of the date a notice is issued. The Appropriate Person will review the complaint and the grounds for appeal. You will be notified in writing of the outcome within 10 working days. There may need to be a meeting with you to resolve the matter.
  3. If the complaint or appeal is unsuccessful you can contact the TUU Student Advocate, to assist you in furthering your complaint or appeal to the Attendance Review Committee (ARC). Your Student Adviser can assist you to make an appointment with the TUU Student Advocate. The complaint or appeal must be lodged within 20 working days from the date an e-mail is sent from elc.compliance@utas.edu.au to notify you of your next step in the complaint or appeal procedure.
  4. If the complaint or appeal is still unsuccessful, you can then write down the problem and tell the Complaints Appeals Committee (CAC) under limited grounds under part 4 of the UTAS Ordinance 8. The complaint or appeal must be lodged within 20 working days from the date an e-mail is sent from elc.compliance@utas.edu.au to notify you of your next step in the complaint or appeal procedure. The TUU Student Advocate can assist you with this process.
  5. If the complaint or appeal is still unsuccessful you can access the external complaints and appeals process. You must contact the Tasmanian State Government Ombudsman within 10 working days to lodge a written complaint or appeal. You can make an appointment to see the Ombudsman, by emailing: ombudsman@ombudsman.tas.gov.au or by phoning 1800 001 170 (free call in Tasmania). The TUU Student Advocate can assist you with this process.

Administrative or Academic Issue

If you have a complaint about the English Language Centre on an administrative or academic issue:

  1. Talk to the Student Adviser who will help you to make a formal complaint in writing.
  2. Within 20 working days you can arrange a meeting with the Appropriate Person to attempt to resolve the complaint. You have the right to be represented and supported by a nominee e.g. Student Adviser or a friend, in any meeting. After the meeting you will be given a written statement about the decision and the reasons for that decision.
  3. If the complaint is still not resolved, and you wish to seek a review of the decision from the Appropriate Person you can formally pursue a complaint under the provisions of Ordinance 8 - Student Complaints (see Part 2.2). For further information about student complaints see the University of Tasmania's student complaints' website.
  4. If the complaint or appeal is still unsuccessful you can access the external complaints and appeals process. You must contact the Tasmanian State Government Ombudsman within 10 working days to lodge a written complaint or appeal. You can make an appointment to see the Ombudsman, by emailing: ombudsman@ombudsman.tas.gov.au or by phoning 1800 001 170 (free call in Tasmania). The TUU Student Advocate can assist you with this process.