Page 63 - 2024 JCH Student Handbook

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Complaints Handling Process

The College’s Complaints Handling Process details how to make a complaint and how complaints

will be handled by the College. The process is as follows:

1. The College encourages you to seek assistance and support and to lodge a complaint if you
want to, so we can help.
2. If you tell us about an issue or lodge a complaint, the College will keep what you say

confidential unless:
(a) there is a serious risk to life or health;
(b) we are required by law to reveal what you've said; or

(c) you agree to us revealing what you've said.
3. Whether to lodge a complaint is always your choice - you can raise it immediately or years
later, with the College or with the Police (or with someone else). Within the College, you can
speak to any member of staff about an issue. If you wish to lodge a complaint about a serious

issue, usually the Principal or the Deputy Principal are best placed to receive it.
4. In the absence of a complaint, there may be limits on what the College is able to do,
particularly where what you seek impacts others.
5. The College will always put the safety of students, staff and others first, but also must provide

procedural fairness to all persons involved in a complaint (for example by providing details of the
allegation and an opportunity to respond).
6. The College will always seek to assist and support you, regardless of whether or not there is a
complaint. The College has its own resources to assist, but also has links with services established

through the University, health services and the broader community. In some instances, the College
may need to work with or direct you to these specialist services, to ensure you get the assistance
that you need.

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Janet Clarke Hall Student Handbook 2024