Non-academic Greivance Procedures

Students of the Jansen Newman Institute are entitled to use the grievance procedures set out in this policy, regardless of the location of the campus of the institution at which the grievance has arisen, the student’s place of residence or the mode in which they study.

General Guidelines

1. Assertiveness and direct communication

It is expected that everyone who works or studies at JNI (staff, faculty, students) will conduct their dealings with each other in a spirit of honesty and openness. The Institute’s philosophy is that conflicts and problems are far more likely to be resolved if all parties concerned are frank in revealing both the facts, and the emotional impact upon them, of the situations in question to the person with whom the issue is directly associated or connected. This means approaching the issue assertively by stating the problem directly to the person concerned and seeking resolution using the skills of assertive communication taught at the start of the program. This is far more constructive than complaining to, or gossiping with, another person. It is recognised, however, that exceptions may occur, where threats, intimidation or fear of reprisal may be a concern for the complainant. In such cases, a more indirect procedure may need to be instigated (see below).

2. Involvement of a third party to facilitate resolution

Should the above process be unsuccessful in reaching resolution, then it is suggested that students approach, in the first instance, the Academic Director and/or the CEO.  Alternatively, they could address correspondence outlining the matter to the Chairperson, Academic Executive Committee. (They have the option of leaving the envelope in the Student Assignment box or handing the envelope to Administration at the front desk). It is acknowledged that disputes and misunderstandings can often be clarified faster, and more effectively, if a neutral third party is present. This is, of course, in the spirit of the Institute’s teaching of counselling and conflict resolution methods.

Students are also advised of a specific procedure that applies in the case of problems with another member of their Therapy Group. Such problems are normally stated, and resolved, within the context of a group session, rather than brought up outside of group, or with the involvement of a third party. However, should the normal procedure fail to bring a satisfactory resolution, then the steps above might then be followed.

3. Formal complaints and grievances

In the case of a serious complaint, for example, one relating to professional misconduct or behaviour that contravenes the Institute’s stated ethical principles, a student may wish to instigate a formal complaint. This is done in writing and directed to the Academic Executive Committee. If the matter remains unresolved, a meeting of the External Review Committee would be convened to further consider the matter, and to make recommendations as to resolution. If the matter still remains unresolved, Further External Reviews can be obtained from ACPET and if the matter is still unresolved, then the aggrieved person may refer the matter to an external agency, such as The Anti-Discrimination Board or the Department of Fair Trading. These procedures are detailed below in the Formal Complaints Procedure Stages 1 to 3.

Formal Complaints Procedure

This procedure is designed to be easily accessible to all students regardless of their personal circumstances. There is no charge levied by the Institute for handling any complaint under this procedure. It is the Institute’s priority to facilitate timely resolution of all complaints. All complainants will be treated fairly and will not be victimised or discriminated against in any way.

Stage One:

Formal complaints or grievances must be submitted in writing to the Academic Director (Chair of the Academic Executive Committee). Receipt of the complaint or grievance will be acknowledged by the Academic Director or a representative within five working days.

The Academic Director or a representative of the Academic Executive Committee will then, if necessary, seek to clarify the outcome that the aggrieved person hopes to achieve. When such clarification occurs in a face-to-face interview with the aggrieved person, the aggrieved person may ask another person to accompany them (such as a family member, friend, counsellor or other professional support person). The grievance will be taken to the Academic Executive Committee who will then endeavour to resolve the grievance in a timely fashion, providing a written report to the aggrieved person, within 3 weeks, on the steps taken to address the grievance.

Stage Two:

If the grievance remains unresolved, the aggrieved person can apply to the Jansen Newman Institute’s External Review Committee of the Academic Board. The External Review Committee of the Academic Board consists of three members as follows: Judith Townsend (Chair if the Academic Board) ; Marcus Mackay ; and Dr Jac Brown (contact number. The External Review Committee will consult with the aggrieved person and other relevant parties. Where possible such consultations will be held within 6 weeks and should take the form of face-to-face interviews. The aggrieved person may ask another person (such as a family member, friend, counsellor or other professional support person) to accompany them to the interviews.

Once the Academic Director receives a report from the External Review Committee of the consultation procedure and result of the grievance, then a written report on the result and further options available to resolve the grievance, if necessary, will be sent to the aggrieved person within 2 weeks.

Stage Three:

Further External Review:If a student remains unsatisfied with the outcome of the Institute’s procedures, external mediation is available through the Australian Council for Private Education and Training (ACPET). ACPET do not charge a fee for this service.

If a grievance still remains unresolved after external review, the aggrieved person may decide to refer the matter to an external agency such as The Anti-Discrimination Board or the Department of Fair Trading.

Implementation of Recommendations:

Recommendations from the Further External Review/s will be sent to the Academic Director who will implement the recommendation/s within 30 days and will also write a written report to the aggrieved person within 30 days of receipt of the recommendation/s.

Contact Details for ACPET:

Australian Council for Private Education and Training (ACPET)
PO Box Q1076, QVB Post Office, Sydney NSW 1230
Ph: 1800 657 644 Fax: 02 9264 4550
Email: acpet@acpet.edu.au

This policy is communicated to academic staff through the Jansen Newman Institute Faculty Handbook and to support staff through the Jansen Newman Institute Staff Policies and Procedures Handbook. The Academic Director is responsible for the training of academic staff in the application of this policy. The Administration Manager is responsible for the training of support staff in its application.

At all stages of the process above, reasons and a full explanation in writing for decisions and actions taken as part of the procedures will be given if requested by the aggrieved person.

Record Keeping & Confidentiality:

Records of all grievances, applications for review of decisions and outcomes of the grievance process will be kept for a period of 5 years. These records will be strictly confidential and filed in a separate file (not kept on the student or staff file) and stored in the office of the Registrar for a period of 5 years.  Parties to the complaint will be allowed supervised access to these records.