Complaints Policy Template

Purpose and scope

This Complaints Policy Template gives institutions a clear, student-centred model for receiving, assessing and resolving complaints about academic or administrative matters. Use it as a basis for an institutional policy that reflects local law and institutional governance. Institutions remain responsible for complying with all applicable national, regional and local laws and for adapting internal timeframes, remedies and escalation routes accordingly. (See ITAA’s Important Accreditation Information link below.)

Core principles

• Accessibility: complaints channels must be clearly published, simple to use and confidential where appropriate.
• Impartiality: investigations must be independent, unbiased and demonstrably fair.
• Timeliness: acknowledge receipt quickly and use published timeframes for each stage.
• Proportionality: responses and remedies should match the severity and impact of the complaint.
• Student protection: avoid adverse academic or administrative consequences for complainants who act in good faith.

Definitions (suggested)

• Complaint: an expression of dissatisfaction about an institutional decision, academic outcome, staff conduct or administrative process.
• Complainant: student, applicant, staff member or third party who lodges the complaint.
• Respondent: the person, office or decision-maker the complaint concerns.

Policy outline — stages and timeframes

1. Stage 1: Informal resolution — Encourage early, local resolution; aim to resolve within 10 working days.
2. Stage 2: Formal written complaint — Complainant submits a written form; institution acknowledges within 5 working days and decides within 20 working days.
3. Stage 3: Investigation — A designated officer or panel conducts a documented investigation; outcome provided within 30 working days of acknowledgment.
4. Stage 4: Internal review / appeal — If unsatisfied, the complainant may request a review by a senior independent officer or committee; review decision within 20 working days.
5. External escalation — If internal processes are exhausted, inform complainants of any external review options consistent with local law and institutional registration conditions.

Procedures and evidence

Require a clear written statement of the complaint, supporting evidence and the remedy sought. Preserve confidentiality, document all communications, secure relevant records and offer reasonable interim measures (for example academic extensions) while a complaint is being investigated.

Recordkeeping and reporting

Keep complaint records for a stated retention period consistent with local privacy and records laws. Publish anonymised annual complaint statistics and improvements made to prevent recurrence. Use complaint findings to inform quality assurance, staff training and policy updates.

Safeguards and fairness

Protect complainants and witnesses from retaliation. Avoid conflicts of interest in investigators and provide opportunities for both parties to respond to evidence. Offer reasonable adjustments where complainants have accessibility needs.

Template remedies (examples)

• Formal apology
• Academic reassessment or moderation
• Reversal or amendment of administrative decisions
• Refund or fee adjustment where appropriate
• Staff disciplinary action where substantiated

Adapting the template to your jurisdiction

This template is a model. Institutions must review and adapt the policy to meet local legal requirements for consumer protection, education regulation, data protection and employment law. ITAA accreditation does not replace any statutory obligations or governmental recognition required in your jurisdiction. Institutions must ensure compliance before publishing any student-facing policy.