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Complaints and Feedback Policy 

Last updated: 1 September 2025

1. Purpose

The purpose of this policy is to provide a clear, fair, and accessible process for handling complaints and feedback relating to the services, activities, or staff of International Education Consultants Australia (IECA). This policy reflects our values of integrity, collaboration, inclusivity, and excellence, and our commitment to continuous improvement.

2. Scope

This policy applies to:

  • All IECA staff, contractors, and associates.

  • Clients, partners, and stakeholders engaging with IECA services.

  • Any individual or organisation wishing to provide feedback or raise an issue or concern.

3. Definitions

  • Complaint: An expression of dissatisfaction made to or about IECA, related to its services, activities, staff, or contractors, where a response or resolution is explicitly or implicitly expected.

  • Feedback: Comments, suggestions, or input provided to IECA, which may be positive, negative, or neutral, and is intended to improve services and practices.

  • Complainant: The individual or organisation making a complaint.

  • Respondent: The individual, group, or part of IECA that the complaint relates to.

  • Natural Justice: The principle that decisions are made fairly, impartially, and with both parties given the opportunity to be heard.

  • Confidentiality: The protection of personal or sensitive information from disclosure, except where required by law (e.g. Privacy Act 1988 (Cth)).

4. Policy Statement

IECA values open communication and encourages feedback to improve our services. We are committed to:

  • Handling complaints promptly, fairly, and without prejudice.

  • Respecting the rights of all parties involved.

  • Maintaining confidentiality in line with the Privacy Act 1988 (Cth)) and the Australian Privacy Principles (APPs).

  • Ensuring that individuals making complaints are not victimised or disadvantaged for doing so.

Meeting obligations under relevant Australian legislation, including the Fair Work Act 2009 (Cth), Equal Opportunity Act 2010 (Vic), and anti-discrimination legislation.

5. Principles of Practice

5.1 Accessibility

  • Complaints and feedback can be submitted in writing, verbally, or electronically.

  • Assistance will be provided to individuals who may face barriers to making a complaint.

5.2 Fairness and Natural Justice

  • All complaints will be handled impartially, with both the complainant and the respondent given an opportunity to be heard.

  • Decisions will be made based on facts and evidence.

5.3 Confidentiality

  • Information will only be shared with those directly involved in resolving the complaint, unless disclosure is required by law.

5.4 Timeliness

  • Complaints will be acknowledged within 5 business days.

  • Where possible, complaints will be resolved within 30 business days.

6. Procedures

1.Submission:

Complaints and feedback may be submitted to the Director by:

  • email to contact@ieca.com.au,

  • completion of an online feedback form

  • written correspondence sent to IECA’s office, or

  • verbal report to the Director (which will be documented in writing).

2.Acknowledgement:

The complaint will be acknowledged within 5 business days.

3.Assessment:

The Director (or delegate) will assess the complaint, determine the appropriate process, and may conduct an investigation.

4.Resolution: Outcomes may include informal resolution, mediation, corrective action, or referral to external authorities where appropriate.

5.Communication: The outcome will be communicated to the complainant in writing, with reasons provided where possible.

6.Escalation: If the complainant is dissatisfied with the outcome, they may request a review by an independent person within IECA or seek external review (e.g., Fair Work Ombudsman, Equal Opportunity Commission, or other relevant authority).

7. Responsibilities

  • All staff and contractors must cooperate fully and honestly in the complaint resolution processes.

  • The Director is responsible for overseeing the handling of complaints, ensuring compliance with this policy.

8. Breaches of this Policy

Failure to comply with this policy may result in disciplinary action and, where relevant, referral to external regulatory authorities.

This policy will be reviewed every two years, or sooner if required by changes in legislation, regulation, or organisational needs.

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