Complaints & Appeals Procedure

1. Purpose

Immanuel Theology Educational Institute International is committed to providing students with a fair and respectful educational environment.

This procedure provides students with a clear way to raise concerns relating to their studies, academic matters, administration or their experience with the Institute.

2. Raising a Concern

Students are encouraged to raise concerns as soon as reasonably possible.

A student should first communicate the concern clearly to the appropriate Immanuel staff member or administrative office so that the matter can be understood and addressed.

Where possible, concerns should be resolved through respectful communication and clarification.

3. Formal Complaint

If a concern cannot be resolved informally, the student may submit a formal complaint to Immanuel.

A formal complaint should include:

• Student’s full name
• Student number, where applicable
• Programme of study
• A clear description of the complaint
• Relevant dates and circumstances
• Any supporting documentation or evidence
• The outcome or resolution the student is seeking

Complaints should be submitted through an official Immanuel communication channel.

4. Review of Complaints

Immanuel will review the information provided and consider the circumstances of the complaint.

Where necessary, Immanuel may request additional information or clarification from the student or other relevant persons.

Students are expected to cooperate respectfully with any reasonable requests for information during the review process.

5. Academic Matters

Where a complaint concerns an academic assessment, examination, result or academic decision, the student should clearly identify the academic matter being challenged and provide any relevant supporting information.

The Institute may review the relevant academic information and communicate the outcome to the student.

6. Appeals

Where a student wishes to challenge a decision made by Immanuel, the student may request that the matter be reviewed through the appropriate Immanuel process.

An appeal should clearly state the decision being appealed, the reasons for the appeal and any supporting information that the student believes should be considered.

Appeals should be submitted respectfully and within any timeframe communicated by Immanuel for the particular matter.

7. Respectful Communication

Complaints and appeals must be made respectfully and in good faith.

Threatening, abusive, defamatory or deliberately disruptive communication is not an appropriate method of raising a complaint or appeal and may be dealt with under the Student Code of Conduct.

8. Confidentiality

Immanuel will handle complaints and appeals responsibly and will limit the sharing of information to those who reasonably need the information in order to consider or address the matter.

Students should provide accurate information and relevant documentation when submitting a complaint or appeal.

9. Protection from Unfair Treatment

A student should not be disadvantaged simply for raising a genuine concern or submitting an appeal through the appropriate process.

Students are encouraged to use the established process rather than allowing concerns to remain unresolved.

10. Final Communication

Once a complaint or appeal has been considered, Immanuel will communicate the outcome to the student through an appropriate official communication channel.

The outcome may include confirmation that the original decision remains in place, clarification of the decision, or another appropriate resolution based on the circumstances.

11. Student Responsibility

Students are responsible for:

• Raising concerns through the appropriate channels.
• Providing accurate information.
• Providing relevant supporting documentation.
• Communicating respectfully.
• Cooperating with reasonable requests for further information.
• Following the applicable procedures and requirements communicated by Immanuel.