Complaints and Appeals

Canterbury Institute of Management (CIM) is committed to developing and maintaining an effective, timely, fair and equitable grievance handling system, academic or administrative in nature, which is easily accessible to all current students including international students.

CIM aims to:

  • Develop​ a culture that views grievances as an opportunity to continuously improve the policies, programs, procedures and services of organisation
  • Set in place a grievance handling system that is client focussed and helps CIM to prevent grievances from recurring
  • Ensure that any grievances are resolved promptly, objectively and with sensitivity and in complete confidentiality
  • Ensure that the views of each student and respondent are respected, not discriminated against or victimised
  • Ensure that there is a consistent response to grievances

Informal Grievance Management

CIM expects that, in most cases, the grievances can be resolved through prompt, informal discussion. Students are encouraged, wherever possible, to resolve issues informally with the relevant party/parties. Students may raise an informal grievance by contacting the Student Support Manager.

To lodge an informal grievance, you can email the Student Support Manager at ssm@ciom.edu.au

Formal Grievance Management – Internal

All grievances or complaints must be submitted by the student to the Student Support Manager by completing Student Grievance Form. This must be done within ten (10) working days of when the incident occurred or within ten working days of trying to resolve in an unofficial capacity. 

Student Grievance Form

Fill out this Form

Formal Grievance Management – External

If you are unable to resolve your grievance through the internal grievance management process, you have the option to pursue your grievance through the following external grievance management channels.

1. Commonwealth Ombudsman

Students may make a complaint via the Commonwealth Ombudsman if they are unhappy with the outcomes of CIM internal grievance process. This service is free.

Business Hours: 9:00 to 17:00, Monday to Friday

Phone: 1300 362 072

Website: http://www.ombudsman.gov.au/making-a-complaint/overseas-students

2. Resolution Institute

CIM subscribes to an external mediator service from Resolution Institute. Contact details are:

Address: Level 1 and 2, 13-15 Bridge Street, Sydney, NSW 2000

Phone: + 61 2 9251 3366

Fax: + 61 2 9251 3733

Email: infoaus@resolution.institute

Website: www.resolution.institute

3. Administrative Appeals Tribunal (ATT)

Students have the right to apply to the Administrative Appeals Tribunal for a review of a reviewable decision. The list of reviewable decisions is downloadable from https://www.aat.gov.au/resources/legislation-and-jurisdiction.

Phone: 1800 228 333

Address: Level 6 83 Clarence St Sydney NSW 2000

Costs for lodging an appeal are determined by the ATT. The approximate costs for a standard application fee are $962. Students can pay a reduced fee of $100 instead of the full standard fee if they meet the Concessional Fee eligibility.