Complaints & Appeals

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Complaints & Appeals

We are committed to resolving complaints and appeals fairly, promptly and at no cost to you.

The Institute of Emotional Intelligence takes all complaints and appeals seriously. If you are dissatisfied with any aspect of your experience — whether that is a course, an assessment outcome, or the conduct of staff — you have the right to raise a formal complaint or lodge an appeal. This page explains the difference between a complaint and an appeal, outlines the process, and tells you how to get in touch.

Important information

What you need to know before you lodge

Free of Charge

There is no cost to lodge a complaint or appeal. The process is free for all students.

Timeframes

We will acknowledge your complaint or appeal within 5 business days and aim to resolve it within 30 business days.

No detriment

Raising a complaint or appeal will not negatively affect your enrolment, your results, or your standing with the Institute in any way.

External escalation available

If you are not satisfied with the outcome, you have the right to escalate to ASQA — the national regulator for vocational education and training.

Understanding the difference

What is a complaint?

A complaint is an expression of dissatisfaction about an experience, service, person, or process at the Institute.
It is not related to a specific assessment decision.

Examples

  • Dissatisfaction with course delivery or content
  • Concerns about the conduct of a staff member
  • Issues with customer service or communication
  • Problems accessing course materials or the LMS

What is an appeal?

An appeal is a formal request to have an assessment decision reviewed. You would lodge an appeal if you believe an assessment outcome was unfair, incorrect, or not conducted in accordance with policy.

Examples

  • You believe an assessment was marked incorrectly
  • You were not given a fair opportunity to complete an assessment
  • The assessment conditions were not as described
  • You wish to challenge an RPL decision

Policy document

Complaints & Appeals Policy

Full policy document including detailed procedures, definitions and responsibilities

Download PDF

Lodge a complaint or appeal

FORMAL COMPLAINT

Lodge a Complaint

Use this form if you are dissatisfied with an experience, service, or conduct at the Institute that is not related to an assessment decision.
Go to Complaints Form

Assessment Appeal

Lodge an Appeal

Use this form if you wish to have an assessment decision reviwewed or believe an assessment outcome was unfair or incorrect.
Go to Appeals Form

external escalation

External escalation — ASQA

If you are not satisfied with the outcome of your complaint or appeal after our internal process has been completed, you have the right to contact the Australian Skills Quality Authority (ASQA) — the national regulator for vocational education and training providers.

Website www.asqa.gov.au
Phone 1300 701 801
Online Lodge a complaint with ASQA

You may contact ASQA at any time. You are not required to complete our internal process before contacting ASQA, however we encourage you to give us the opportunity to resolve your concern first.