*See Information classification policy

PUBLIC-FACING

We love to see our students succeed, that is why we give all students the best support we possibly can. This section of the handbook will explain what support you can expect from us and how to work with us to resolve any concerns you may have. See the Learner Support Policy and Procedure.

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Grievances and Complaints

Strategix encourages students to informally resolve complaints/appeals as the majority of situations can be addressed and resolved at this level. In the event that a complaint/appeal arises, Strategix requests that students first speak to their Trainer/Assessor or Administrative Assistant.

If the issue cannot be resolved informally, a more formal Grievance Procedure can be undertaken. Please refer to Strategix’s Complaints, Appeals and Consumer Protection Policy and Procedure for further details.

The Tuition Protection Service

The Tuition Protection Service (TPS) is an initiative of the Australian Government to help international students and eligible domestic students access a VET Student Loan (VSL), FEE-HELP or HECS-HELP (HELP) loan, whose education providers are unable to fully deliver their course of study. The TPS ensures that these students are able to either:

• Complete their studies in another course or with another education provider or

• Receive a refund of their unspent tuition fees (international students) or a re-credit of their loan for open units of study (VSL and HELP).

More information and assistance with the TPS can be found on their website https://tps.gov.au/Home.