Complaints & Appeals Policy & Procedure

(v3.0)

Updated June 2025

Policy Statement:
ISM manages complaints and appeals fairly, efficiently and effectively, ensuring natural justice and procedural fairness.

Purpose:
To provide learners and stakeholders with accessible processes to raise concerns and seek resolution.

Policy:

• Complaints and appeals process is publicly available.
• All complaints and appeals are acknowledged in writing and resolved promptly.
• Reviews by independent party available if resolution fails.
• Records of complaints and appeals are securely maintained.

Procedure:

• Policy available on website and in Learner Handbook.
• Complaints/appeals lodged in writing to CEO or via ISM complaints form.
• Acknowledgment sent within 5 business days.
• Resolution sought within 20 business days.
• If more than 60 days required, parties notified of progress.
• Independent review facilitated if required.
• Outcomes recorded and corrective actions implemented.
• Complaints register reviewed regularly to identify areas for improvement.