Complaints Handling Policy

We will respond to any concern communicated to us as follows:

Process and Administration

• Any complainant who submits a verbal complaint to a staff member or local coordinator will be asked to submit said complaint in writing to the National Director. This communication will be recorded in our Quality Management System Register and National Director will be advised. Upon receipt of written complaint, receipt of the complaint will be acknowledged in writing by the National Director within 24 hours. The National Director and/or staff delegate will investigate the complaint and provide the complainant with a written response within 10 working days. Should no further response be received from the complainant after 6 months, the complaint will be considered closed. However, should the complainant respond to our assessment within 6 months of receipt of our assessment and require further response from us we will repeat the above process. We will finalise the outcome as soon as practicable;
• While we encourage students and host families with a complaint to submit it to their Local Coordinator, we understand that doing so may be inappropriate and difficult if the complaint is about the Local Coordinator. In such and all cases, complainants are welcome to contact the Student Exchange Australia New Zealand office to discuss and/or submit any complaint.
• We assure that the party is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings;
• We assure that the assessment of the complaint or appeal will be conducted in a professional, fair and transparent manner;
• We commit to provide the party with a written statement of the outcome of the internal appeal, including detailed reasons for the outcome; and
• We maintain written records, including the complaint or appeal, and a statement of the outcome and reasons for the outcome.
• We advise the party that they may contact the relevant state/territory registration authority if the exchange student or parent/guardian is concerned about our conduct with the requirements under regulations; and
• We will ensure that our process described does not hinder a party from exercising his/her rights to other legal remedies.
• Adhering to privacy and confirming that employment law obligations are met when responding to and reporting complaints and concerns
• All complaints will be documented in our QMS Action request file making sure that all actions are documented and secured retaining records of the complaint or concern including the response.
• All complaints are shared with Senior Management. The resolution of complaints which may or do result in litigation will be regularly reviewed and overseen by the Board.
• We provide all parties with the contact details for the relevant registration authority (below – as per Australian National Guidelines and New Zealand Code of Practice). Note that these registration authorities may suspend or cancel the registration of Student Exchange Australia New Zealand.

Child Safety

• We consider all forms of child abuse which applies to complaints or concerns relating to child abuse made by or in relation to a child or student, staff, volunteers, home stay families and other persons that may affect students on the student exchange program
• We will report allegations, suspicions or disclosures to relevant authorities, whether or not the law requires reporting, and to co-operate with law enforcement.
• We will identify staff to respond to child safety concerns and complaints
• We will immediately respond to a complaint or concern relating to child abuse and inform the required authorities accordingly as per Standard 5.30 (VRQA Child Safe Standards) Resolution of problems informing all relevant parties including Police, Child Protection and the Commission for Children and Young People/Child Protection services.
• We pledge to protect and support any exchange student connected to the complaint or concern relating to child abuse, until the complaint or concern is resolved.

Other Matters (about which a complaint might be made)

We understand that complaints may arise about a variety of matters despite our best efforts to provide clear and understandable policies and procedures. In such instances, (such as but not limited to application process, travel, orientation content, Program Rule adherence, host family meal preferences, transport to and from school, class enrolments, for example) we encourage applicants, student participants and family members to discuss these issues with their Local Coordinator or Program Manager in the first instance. Resolution may be simple, swift and local. If not, please do not hesitate to contact our office to be supported through the Complaints Handling Process.

The state and territory registration authorities listed below have the responsibility for the registration or approval, and quality assurance, of schools and organisations providing secondary student exchange programs in the respective state or territory.