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A provider must have a grievance procedure for dealing with complaints about non-academic matters from both students and persons who seek to enrol with the provider, and also have a grievance procedure for complaints about academic matters from students [HESA paragraphs 19-45(1)(a) and (b)]. Non‑Table A providers’ grievance procedures must comply with the requirements of the HEP Guidelines [HESA subsection 19-45(2)]. The grievance procedures must be published and made publicly available [HESA subsection 19-45(6)].
A provider must have procedures for reviewing [HESA paragraph 19‑45(1)(c)], for example:
- decisions about a person’s HELP loans [part 43]
- decisions that undertaking a unit of study will impose an unreasonable study load on a student [HESA section 36-12] [part 20.3]; and
- decisions that special circumstances apply to a person [HESA section 36-20] [part 43]
A full list of decisions which can be subject to review is available at HESA section 206-1. The review procedures must comply with the requirements of the HEP Guidelines [HESA subsection 19‑45(3)], and be published and made publicly available [HESA paragraph 19‑45(6)]. A provider must also publish information about all other complaint mechanisms students may use to complain about the provider’s decisions [part 43.1] [HESA subsection 19-45(7)].