Complaints & Appeals

IHNA Complaints and appeals process

The Institute of Health and Nursing Australia (IHNA) is committed to providing an effective, efficient, timely, fair and confidential complaints and appeals procedure for all students.

Students are encouraged to resolve complaints informally with the Trainer/ Student Support officer before making a formal complaint.

If not satisfied students are further encouraged to speak to the Course Coordinator of their enrolled course and present their complaint. The Course Coordinator will try and resolve the issue and come to a satisfactory solution.

If not satisfied, the student can follow the formal complaints process.

Formal Complaint process

  • Students should complete a ‘Student Complaints and Appeals Form’. A paper form is available at IHNA campus.

  • The Complaint is recorded in the Student Complaints in the KH and Student Profile.

  • IHNA will convene a panel comprising of the Campus Manager and Course Coordinator who will investigate the complaint and make a decision. This decision is recorded and will be reviewed by the Compliance team for opportunities for Continuous improvement. This will be then reviewed by the COO.

  • During investigation, the complainant will be given an opportunity to formally present their case and have the option of being accompanied/ assisted by a nominee (such as a family member, friend or counsellor) if they so desire. If the students are using a paid nominee it will be at their own cost. The nominee must present their photo ID while accompanying the student at any of the appointments at IHNA.

  • The students are informed by email of the outcome of the complaint and will be recorded in the student portal.

  • Students may use the Formal Appeals Process if they are not satisfied with the outcome of the complaint resolution process.

  • If the student is dissatisfied with the resolution proposed by IHNA, they can access the provision of an independent mediator; Student Mediation Scheme provided by Resolution Institute.

Formal appeals process

  • Students should complete a ‘Student Complaints and Appeals Form’. A paper form is available at IHNA campus.

  • The Appeal is recorded in the Student Complaints and Appeal in the KH and Student Profile.

  • IHNA will convene a panel comprised of the Training Manager, Director of Studies and/or COO (someone more senior and not previously involved in the case added to the panel for appeals) who will investigate the appeal and make a decision.

  • The appellant will be given an opportunity to formally present their case to the panel and have the option of being accompanied/assisted by a nominee (such as a family member, friend or counsellor) if they so desire.

  • The students are informed by email of the outcome of the appeal and will be recorded in the student portal.

  • If the student is dissatisfied with the appeals process by IHNA, they can access the provision of an independent mediator; Student Mediation Scheme provided by Resolution Institute.

  • If a student is still not satisfied after third-party mediation, they can contact higher regulatory bodies.

Please read our Student Complaints and Appeals Policy and Procedure

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