Complaints & Appeals Policy.
How to raise a concern, how we handle it, and how to appeal a decision.
1. Our commitment
OBA Nursing Academy wants to hear when something has gone wrong. Complaints and appeals are handled fairly, promptly and at no cost to you. Making a complaint will never disadvantage you in your studies.
2. What you can complain about
- OBA Nursing Academy, its educators or its staff
- an agent or other party acting for OBA
- another student
- your course, your assessment, your fees or the way a policy was applied to you
3. Talk to us first
Many concerns can be sorted out quickly by speaking to your educator or emailing us. If that does not resolve it, or you would rather put it in writing straight away, make a formal complaint.
4. Making a formal complaint
Email info@obana.com.au with "Complaint" in the subject line. Tell us what happened, when, who was involved and what outcome you are seeking. Attach anything that supports it.
5. What happens next
- We acknowledge your complaint in writing.
- We start working on it within 10 working days of receiving it.
- It is considered by someone who was not involved in the matter you are complaining about.
- You can put your case in person or in writing, and you may bring a support person to any meeting.
- We give you the outcome in writing, with our reasons.
- If it will take more than 60 calendar days to finalise, we tell you in writing why, and keep you updated.
6. Appealing an assessment result
You can appeal an assessment result within 10 working days of receiving it. Grounds for appeal include that the assessment decision was wrong, the assessment was not fair or flexible, or it was not carried out in line with the assessment plan. A different assessor reviews the appeal.
7. Appealing our decision
If you are not satisfied with the outcome of a complaint, you can ask for it to be reviewed by a senior person who did not make the original decision. Ask in writing within 20 working days of receiving the outcome.
8. External review
If the matter is still not resolved, we will tell you within 10 working days about your options for an independent review. Depending on the matter, these include the consumer protection agency in your state or territory, and the Office of the Australian Information Commissioner for privacy complaints.
If an internal or external review finds in your favour, we act on the decision immediately and tell you what we have done.
9. Records and improvement
We keep a written record of every complaint and appeal and its outcome, handled in line with our Privacy Policy. We use what we learn to improve our services.
10. Contact
OBA Nursing Academy, Currumbin QLD 4223
Email: info@obana.com.au
Phone: +61 417 368 940