Complaints and Appeals
At Inventive Institute Pty Ltd, we strive for the highest standards in education and service. If you are ever dissatisfied with a College decision or the services you’ve received, please know that we are committed to addressing your concerns.
We handle all complaints and appeals with fairness, transparency, and speed. Our priority is to resolve issues effectively and take immediate steps to prevent them from recurring.
What You Can Complain or Appeal About
You may lodge a complaint or formally appeal a decision regarding a wide range of issues, including:
Services and Personnel: Any aspect of the services, our staff, trainers, or assessors.
Other Students: The conduct of another student of Stamford College.
Third Parties: A third party providing services on our behalf, such as an education agent.
College Decisions: A decision made by Stamford College (e.g., an assessment outcome or an enrolment-related matter).
Note: An appeal is specifically a formal request to review a College decision.
Our Commitment to Fairness and Justice
We manage all complaints and appeals strictly following the principles of natural justice and procedural fairness. This ensures:
Objective Review: Every complaint or appeal is reviewed objectively and consistently.
Opportunity to Respond: All parties involved are given a fair opportunity to present their side of the matter.
Confidentiality: We maintain confidentiality and impartiality at every stage of the process.
Free Service: Our internal complaints and appeals process is provided free of charge.
Resolving Issues Informally
Before lodging a formal submission, we encourage you to first attempt to resolve the matter by discussing it directly with the person involved.
If you are not comfortable with this approach, or if the issue remains unresolved, you are welcome to proceed with the formal complaints and appeals process.
How to Lodge a Formal Complaint or Appeal
To submit a formal complaint or appeal, please follow these steps:
Obtain the Form: Complete a Complaints and Appeals Form, which is available at reception or on our website.
Submit Timely: Submit the completed form in writing within the specified timeframes:
Complaints: Within 30 calendar days of the incident.
Appeals: Within 30 calendar days of receiving the decision you wish to have reviewed.
External Appeals (if applicable): If you wish to pursue an external appeal, you must do so within 5 working days after receiving the outcome of your internal appeal.
We will acknowledge receipt of your submission in writing once it has been received and immediately begin the review process.
External Appeal Options
If your complaint or appeal cannot be resolved successfully through our internal process, you have the option to refer the matter externally to the Overseas Students Ombudsman (OSO).
The OSO handles complaints specifically from international students regarding a range of issues, including:
Refusal of admission to a course.
Fees, refunds, or course transfers.
Course progress or attendance issues.
Cancellation of enrolment.
Accommodation or work arranged by the College.
Incorrect advice from education agents.
Delays in issuing results or services promised in your Student Agreement.
You can access the OSO service free of charge.
For More Information
You can find more information by visiting the OSO directly:
👉 Overseas Students Ombudsman
College Commitment
Inventive Institute Pty Ltd will fully cooperate with the OSO and will promptly implement any decisions or recommendations they make. You will be notified in writing of all actions taken as a result of the OSO’s findings.
For More Information
You can find more information by visiting the OSO directly:
👉 Overseas Students Ombudsman
College Commitment
Inventive Institute Pty Ltd will fully cooperate with the OSO and will promptly implement any decisions or recommendations they make. You will be notified in writing of all actions taken as a result of the OSO’s findings.