The Student Complaints and Conduct Officer is responsible for managing and resolving all student complaints, appeals and conduct matters, in line with Acknowledge Education鈥檚 (AE) and International College of Hotel Management鈥檚 (ICHM) policies, procedures and relevant legislation. The role ensures fairness, transparency and timely resolution of matters raised by students, while promoting student accountability under the Code of Conduct, safeguarding compliance and supporting a positive student experience.
Please note that the successful candidate will commence no earlier than February.
Key Responsibilities:
- Manage student complaints, appeals and conduct matters from lodgement through to resolution, ensuring timely, fair and sensitive handling.
- Maintain accurate, confidential case records and escalate complex matters when required.
- Apply institutional policies and regulatory requirements (TEQSA, ASQA, ESOS) across all case management processes.
- Support policy reviews, compliance reporting and external reviews such as Ombudsman matters.
- Communicate clearly with students, academics and professional staff, acting as a central liaison point.
- Report on case trends and identify opportunities for process and policy improvements.
- Contribute to continuous improvement, sector benchmarking and organisational commitments to reconciliation and inclusive practice.