Complaints handling policy

Process and Administration

• Any complainant who submits a verbal complaint to a staff member or local coordinator will be asked to submit said complaint in writing to the National Director. This communication will be recorded in our Quality Management System Register and National Director will be advised. Upon receipt of written complaint, receipt of the complaint will be acknowledged in writing by the National Director within 24 hours. The National Director and/or staff delegate will investigate the complaint and provide the complainant with a written response within 10 working days. Should no further response be received from the complainant after 6 months, the complaint will be considered closed. However, should the complainant respond to our assessment within 6 months of receipt of our assessment and require further response from us we will repeat the above process. We will finalise the outcome as soon as practicable;
• While we encourage students and host families with a complaint to submit it to their Local Coordinator, we understand that doing so may be inappropriate and difficult if the complaint is about the Local Coordinator. In such and all cases, complainants are welcome to contact the Southern Cross Cultural Exchange office to discuss and/or submit any complaint.
• We assure that the party is given an opportunity to formally present his or her case at minimal or no cost and be accompanied and assisted by a support person at any relevant meetings;
• We assure that the assessment of the complaint or appeal will be conducted in a professional, fair and transparent manner;
• We commit to provide the party with a written statement of the outcome of the internal appeal, including detailed reasons for the outcome; and
• We maintain written records, including the complaint or appeal, and a statement of the outcome and reasons for the outcome.
• We advise the party that they may contact the relevant state/territory registration authority if the exchange student or parent/guardian is concerned about our conduct with the requirements under regulations; and
• We will ensure that our process described does not hinder a party from exercising his/her rights to other legal remedies.
• Adhering to privacy and confirming that employment law obligations are met when responding to and reporting complaints and concerns
• All complaints will be documented in our QMS Action request file making sure that all actions are documented and secured retaining records of the complaint or concern including the response.
• All complaints are shared with Senior Management. The resolution of complaints which may or do result in litigation will be regularly reviewed and overseen by the Board.
• We provide all parties with the contact details for the relevant registration authority (below – as per Australian National Guidelines and New Zealand Code of Practice). Note that these registration authorities may suspend or cancel the registration of Southern Cross Cultural Exchange.

Child Safety

• We consider all forms of child abuse which applies to complaints or concerns relating to child abuse made by or in relation to a child or student, staff, volunteers, home stay families and other persons that may affect students on the student exchange program
• We will report allegations, suspicions or disclosures to relevant authorities, whether or not the law requires reporting, and to co-operate with law enforcement.
• We will identify staff to respond to child safety concerns and complaints
• We will immediately respond to a complaint or concern relating to child abuse and inform the required authorities accordingly as per Standard 5.30 (VRQA Child Safe Standards) Resolution of problems informing all relevant parties including Police, Child Protection and the Commission for Children and Young People/Child Protection services.
• We pledge to protect and support any exchange student connected to the complaint or concern relating to child abuse, until the complaint or concern is resolved.

Other Matters (about which a complaint might be made)

We understand that complaints may arise about a variety of matters despite our best efforts to provide clear and understandable policies and procedures. In such instances, (such as but not limited to application process, travel, orientation content, Program Rule adherence, host family meal preferences, transport to and from school, class enrolments, for example) we encourage applicants, student participants and family members to discuss these issues with their Local Coordinator or Program Manager in the first instance. Resolution may be simple, swift and local. If not, please do not hesitate to contact our office to be supported through the Complaints Handling Process.

Australian Capital Territory

Education & Training Directorate, ACT Government
International Education Unit
51 Freemantle Drive, Stirling (PO Box 158)
CANBERRA ACT 2601
Ph: (02) 6205 9176 Fax: (02) 6205 9239
W: www.education.act.gov.au
E: ieu@act.gov.au

New South Wales

New South Wales

Department of Education
NSW Registration Committee for International Secondary Student Exchange
DE International
Level 8, 259 George Street, Sydney, NSW, 2000
PO Box R1468, Royal Exchange NSW, 1225, Australia
Ph: 1300 300 229 (Option 4) Fax: (02) 9266 8098
W: https://www.deinternational.nsw.edu.au/study-options/study-programs/secondary-student-exchange
E: studentexchange@det.nsw.edu.au

Northern Territory

Department of Education (DOE)
International Services Unit
Level 14, 55 Mitchell Street (GPO Box 4821)
DARWIN NT 0801
Ph: (08) 8901 4902 Fax: (08) 8999 5788
W: https://nt.gov.au/learning/primary-and-secondary-students/overseas-exchange-programs-for-nt-students
E: internationalservice@education.nt.gov.au

Queensland

Department of Education & Training (DET)
International Quality (Schools) Unit
Level 8, 30 Mary Street (LMB 527), BRISBANE QLD 4001
PO Box 15033, BRISBANE, QLD 4002
Ph: (07) 3513 6748
www.qld.gov.au/education/schools/information/programs/exchange/pages/long
E: InternationalRegistration@qed.qld.gov.au

South Australia

Department for Education
Education Standards Board, School Registration Services
Level 6, The Conservatory, 131-139 Grenfell St (GPO Box 1811)
ADELAIDE SA 5001
Ph: (08) 8226 0077 or 1800 882 413 Fax: (08) 8227 2391
W: https://esb.sa.gov.au/schools/student-exchange
E: esb.seo@sa.gov.au

Tasmania

Tasmanian Assessment, Standards & Certification (TASC)
Level 6, 39 Murray Street (GPO Box 333)
HOBART TAS 7001
Ph: (03) 6165 6000
W: www.tasc.tas.gov.au
E: enquiries@tasc.tas.gov.au

Victoria

Victorian Registration and Qualifications Authority (VRQA)
School Projects Unit
Level 2, Lonsdale Street (GPO Box 2317)
MELBOURNE VIC 3001
Ph: (03) 9637 2806
W: Secondary student exchange programs (vrqa.vic.gov.au)
E: vrqa.student.exchange@education.vic.gov.au

Western Australia

Department of Education
c/o TAFE International Western Australia
140 Royal Street
EAST PERTH WA 6004
Locked Bag 16 OSBORNE PARK DC
WESTERN AUSTRALIA
Ph: (08) 9218 2100 Fax: (08) 9218 2160
W: www.tafeinternational.wa.edu.au
E: secondaryexchange.eti@dtwd.wa.gov.au

New Zealand

Ministry of Education
1 The Terrace, Mezzanine Floor
Wellington 6011
New Zealand
Ph: 64 4 463 8000
Fax: 64 4 463 8001
W: https://www.education.govt.nz/our-work/contact-us/
E: Ministry of Education – enquiries.national@education.govt.nz
E: New Zealand Qualifications Authority – schoolcode.enquiries@nzqa.govt.nz