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Feedback, Complaints and Appeals

At Charter Australia, your voice matters. Whether you want to share positive feedback, raise a concern, or lodge a complaint or appeal, this page is your starting point. We are committed to listening, responding fairly and improving your experience. Here you’ll find guidance on how to let us know what’s working well (and what isn’t) along with the support available to help resolve issues in a respectful, transparent and timely way.

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Your Feedback

Charter Australia highly values your feedback. Students’ views about their experience at Charter Australia provide valuable information in maintaining a successful teaching and learning environment and contributing to ongoing improvement.

Your feedback could be about:

  • Something that you think Charter Australia should improve
  • Something that you think Charter Australia is doing well
  • A positive or negative experience you've had at Charter Australia
  • Any ideas or suggestions for Charter Australia

Your feedback is always welcome!

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Complaints

Your time at Charter Australia should be enjoyable. You have the right to report problems, concerns or grievances regarding any aspect of your education or other related activities, which are within the control of the college and its management staff.

Charter Australia will ensure that your complaint will be heard, it will be treated fairly and appropriately and you will be informed of how your complaint or grievance is being managed throughout the process.

Charter Australia will not tolerate any inappropriate behaviour of any kind that will negatively impact on its students’ experiences. If you feel that you or another student has experienced any unfair treatment, bullying, harassment or discrimination at the college, you should immediately contact the Student Support Officer who will mediate to resolve the problem.

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Appeals Process

If you do not agree with a decision made by Charter Australia, you can lodge an appeal. You can appeal against decisions regarding:

  • An academic result
  • Suspension or cancellation of a your enrolment

You can appeal a decision up to 20 working days from the date of the decision. If Charter Australia decides to suspend or cancel your enrolment, you will receive a Notice of Intent to Suspend or Cancel Enrolment. You will then have 20 working days to start your appeal. During the appeals process, you will have the opportunity to present your case. When the appeal process is initiated, Charter will maintain your enrolment until the appeals process is complete.

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Charter Australia is committed to providing a safe and fair experience for its students. Any enquiries can also be made directly to our Student Support email: support@charter.edu.au or you can refer to our Student Handbook.