3. Grievance and review procedures

A provider must have grievance procedures for dealing with complaints about academic and non-academic matters from both students and persons who seek to enrol with the provider [HESA paragraphs 19-45(1)(a) and (b)]. Non‑Table A providers’ grievance procedures must comply with the requirements of the Higher Education Provider Guidelines 2012 (HEP Guidelines) [HESA subsection 19-45(2)]. The grievance procedures must be published and made publicly available [HESA paragraphs 19-45(6)].

A provider must have procedures for reviewing decisions about a person’s HELP loan [HESA paragraph 19‑45(1)(c)]. The review procedures must comply with the requirements of the HEP Guidelines [HESA subsection 19‑45(4)], and be published and made publicly available [HESA paragraph 19‑45(1)(c)].

A provider must also publish information about all other complaint mechanisms students may use to complain about the provider’s decisions (see part 43.1) [HESA subsection 19-45(7)].