1. Grievance - a grievance is a concern about a situation, a process, a person or people, a facility or a service provided by Martin College (the College), which the student brings to the attention of the College in an informal way, i.e. it is spoken about, not written down. 
2. Complaint – a formal complaint takes place if a grievance cannot be resolved informally (for example, the affected parties discussing the matter), and is written down for official processing. Refer to the Complaints and Appeals Policy and Procedure for further information. 
3. Neither a grievance nor a complaint is about dissatisfaction in relation to an assessment process or outcome; that is an Assessment Appeal. Refer to the Assessment Appeals Policy and Procedure for further information.

If a student feels dissatisfied with some aspect of the College’s service, this can often be easily resolved at an early stage by talking informally with the person responsible.

For example: if the grievance concerns a classroom matter, the student should talk honestly to the trainer about his/her concerns. A Homestay problem is best resolved with the Homestay Co-ordinator, and issues about fees should be discussed in the first instance with the Bursar.

Alternatively, a student with a grievance may choose to discuss it with the Campus Grievance Counsellor, and may be accompanied or assisted by a support person during that time. He/she can be confident that there will be no negative consequences from doing so, and that his/her grievance will be fairly treated.

Confidentiality will be strictly observed by all participants.

Within Orientation, each student will be advised of the Student Grievance Policy and Procedure, including the name of the Campus Grievance Counsellor, and where he/she can be found on campus.

If a student feels dissatisfied with some aspect of the College’s service, he/she will be encouraged to first speak to the person responsible. For example: if the grievance concerns a classroom matter, the student should talk honestly to the trainer about his/her concerns. A Homestay problem is best resolved with the Homestay Co-ordinator, and issues about fees should be discussed in the first instance with the Bursar.

If the student has attempted to resolve matters informally, but is not satisfied with the outcome, then he/she may choose to discuss it with the Campus Grievance Counsellor, and may be accompanied or assisted by a support person during that time. He/she can be confident that there will be no negative consequences from doing so.

The Campus Grievance Counsellor will consider the grievance, and if he/she decides it is justified, arrange a meeting to enable the student to speak privately to the person concerned. The Campus Grievance Counsellor will mediate, allowing both parties time to present their case, and an outcome to be achieved.

The Campus Grievance Counsellor will provide all parties with a brief written report in relation to this outcome.

However, if the student is not satisfied with the outcome, then he/she may wish to make a formal complaint. Refer to the Complaints and Appeals Policy and Procedure for further information.

The College is unlikely to consider a grievance from a former student whose enrolment was finalised 6 months or more prior to the time of raising the grievance.

A copy of all related documentation, including the brief written report in relation to the outcome, will be retained on the student’s file.