Complaints and Appeals
Complaints and Appeals
Fair, transparent, and accessible grievance processes to protect your rights and well-being.
At NEWAGE INSTITUTE PTY LTD, we are committed to maintaining a supportive, fair, and respectful environment for all international students. If you encounter an issue with our courses, services, staff, or administrative decisions, we provide clear procedures to hear your concerns and resolve them promptly and impartially.
- Zero Cost: Free internal complaint and appeal process
- Protected Enrolment: Your student enrolment remains active during internal reviews
- Right to Support: Bring a support person to any meeting or interview
- Independent External Review: Access to the Commonwealth Ombudsman for external appeals
Understanding Complaints and Appeals
We offer two formal pathways for international and domestic students to gain credit toward their qualifications (SIT40521 Certificate IV in Kitchen Management or SIT50422 Diploma of Hospitality Management).
What is a Complaint?
A Complaint is an expression of dissatisfaction with a service, facility, staff member, trainer, or another student at Newage Institute.
Examples:
- Issues with classroom facilities, software, or practical kitchen equipment.
- Dissatisfaction with student support, administrative turnaround times, or customer service.
- Concerns regarding the behavior or conduct of a trainer, staff member, or peer.
What is an Appeal?
An Appeal is a formal request to review a specific decision or assessment outcome made by NEWAGE INSTITUTE PTY LTD.
Examples:
- Appealing an “Not Yet Competent” (NYC) assessment result or academic progression decision.
- Appealing a decision regarding Credit Transfer (CT) or Recognition of Prior Learning (RPL).
- Appealing an administrative decision regarding fee refunds, deferments, or leave of absence.
- Appealing a Notice of Intent to Report (e.g., for unsatisfactory academic progress or non-payment of fees).
Protection of Your Enrolment Status
Enrolment Maintained: NEWAGE INSTITUTE PTY LTD will maintain your enrolment while the internal complaints and appeals process is ongoing.
Notice of Intent to Report: If the appeal relates to a provider-initiated cancellation, suspension, or academic reporting to PRISMS/Department of Home Affairs, Newage Institute will not report your change of status until the internal appeal process (and, where applicable, external appeal process) has concluded and supports the institute’s decision.
Student Responsibilities: You must continue attending scheduled classes and maintaining course progress during the review process unless otherwise advised in writing.
We Are Here to Listen and Support You
Have questions or need guidance on resolving an issue? Contact our Student Services team in Kogarah today.
