LCBA willingly accepts complaints and treats complaints seriously because they help us identify things we can improve. If you make a complaint, please be reassured that you will not be disadvantaged in any way. LCBA will acknowledge complaints promptly, and handle complaints fairly and sensitively with due regard to confidentiality. Where possible, complaints are resolved through discussion with the persons concerned as soon as possible after an incident or situation has occurred.
Before you make a formal complaint, talk to Student Services about your concerns. They may be able to help you resolve the issue quickly. You should also be familiar with the Complaints and Appeals Policy.
LCBA follows a three stage complaints process.
Stage 1 – Informal Complaint
At this stage you are encouraged to talk to the person concerned and see if the issue can be resolved at a local level.
People involved in the issue or close to a source of a complaint are often the best people to help resolve a complaint quickly. We recommend you send an email to the relevant staff member and include these points:
- Explain what your complaint is. Is it about a staff member, a service or something else about your course?
- What is it that you think is unfair or wrong? Give your reasons for the complaint.
- How would you like the complaint to be resolved? What outcome would you like to see?
Relevant staff may include:
- Campus administration staff (delivery partner)
- Program Manager or Head Teacher
- Industry Engagement staff
- Student Services staff
If you like, you can talk to Student Services for your campus (see email addresses below), who can help you with resolving the complaint near its source.
Stage 2 – Formal Complaint
This stage is for more serious or complicated complaints, or complaints that can’t be resolved in Stage 1 at the local level. Your complaint will be received by the Academic Registrar of LCBA who will oversee an investigation into the matter and keep you informed of progress.
When you complete the Complaint Form, you should include all the information you provided in Stage 1, plus any additional any evidence that supports your complaint, such as emails from Stage 1 or notes of discussions.
Submit a Formal Complaint
Stage 3 – Escalate
If you believe that the outcome of a complaint process at an earlier stage was unfair or incorrect, you may lodge an appeal. When you lodge your appeal, be sure that you explain why you think you have grounds (good reason) to appeal. Usually the grounds for an appeal relate to whether the previous stages of the complaints process were conducted fairly. Section 6.3.3 of the Complaints and Appeals Policy sets out the possible grounds for an appeal.
You can lodge your appeal by email to Student Services at your campus:
A complainant dissatisfied with the outcome of a Stage 3 complaint process may appeal to an external agency. External agencies include:
Overseas Students Ombudsman
Phone: 1300 362 072
Australian Human Rights Commission
Phone: 02 9284 9888
Phone: 02 9251 3366
*LCBA will meet 50% of the costs of mediation through the Resolution Institute.