Complaints & appeals procedures

Cengage Education is committed to providing a learning environment in which customer complaints and appeals are responded to in a constructive and timely manner.

The policies and procedures ensure that:

  • Each complaint and appeal is recorded in writing.
  • Outcomes are recorded in writing.
  • Each appeal is heard by an independent person or panel.
  • Each appellant:
    • has an opportunity to formally present his or her case; and
    • receives written advice of the outcome including reasons for the decision.

Complaints procedure

In the event that a student has a complaint concerning any matter in relation to the training, or with Cengage Education, the student will:

  1. Speak directly with a representative in Student Services to resolve the problem. (call 1300 650 011 )
  2. If the student can not speak to the person concerned, they should direct the matter in writing to the designated representative.
  3. If the problem has not been resolved to the students satisfaction, they should notify the Sales and Customer Service Manager within 21 days. (call 1300 650 011 )
  4. The Sales and Customer Service Manager will respond within a further 21 days.
  5. If the complaint is still unresolved, the student will be advised of external organisations that may assist (e.g. Department of Fair Trading or the relevant government department).

Assessment appeals procedure

If you are not satisfied with the result of your assessment, you may appeal against the decision by following the steps below:

  1. Notify the tutor within 21 days of learning of the result of the assessment. You can submit a Tutor Query or use the form included in your welcome kit.
  2. Complete the Assessment Appeal Form, and return it to Cengage Education, and mark it to the attention of the Tutor Coordinator
  3. The Tutor Coordinator will organise a review of the assessment and will advise you of the findings of the review.
  4. If the matter is still unresolved, the Education Manager will be notified and will provide the student with a written statement of outcome within a further 21 days.
  5. If the appeal is unresolved, you will be advised of external organisations that may be able to assist.