Your internal complaint handling team member escalates the complaint or appeal if the student or stakeholder is unsatisfied with the internal complaint handling process provided by your organisation.
Our team member will review the dispute or appeal information. They may be able to resolve the dispute at that point or determine that another process such as mediation, investigation or an appeal is required. This will be communicated to the complainant and the member organisation.
Following payment in accordance with your complaint handling policy a dispute resolution professional with the appropriate skills and qualifications will be assigned to work towards a resolution of the issues.
An annual membership fee provides for a membership certificate to confirm that you have priority access to our education dispute resolution services. Members are entitled to phone support, a review of your dispute resolution policy and additional support as required.
Education Dispute Resolution Membership rates are per campus unless otherwise agreed.
We accept Education Dispute Resolution Membership Applications from all education providers registered under federal or state training authorities, including those who take international students. We will also accept membership applications from specialist training providers who work within the vocational training industry.
Yes. If your dispute requires escalation to an appeal, mediation or investigation additional fees will apply. Your Complaint Handling Policy should clearly state what fees, if any, your student is required to pay if their dispute is escalated. You must not use the threat of fees to discourage complaints.
As part of your membership we will undertake a desk audit and provide you with recommendations to improve your processes based on best practice standards for dispute resolution.
Yes. We provide professional development support, consulting, training and guidance for our members.
Our independent complaint handling service is like insurance for your dispute resolution obligations. You have to have it, you hope you don't have to use it but if you do we ensure that you are compliant with your registration obligations, help you to deal with issues and reach a resolution for them.
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