Complaints Policy
Harcourts Real Estate Training Centre takes all complaints very seriously. The team member receiving the complaint from the student will try to rectify the problem as quickly as possible or refer the student to the Student Experience Team.
All complaints will be notified to the National Operation Administrator, immediately after the complaint is received and Harcourts Real Estate Training Centre will activate the Complaint Handling Procedure. All formal complaints must be in writing (email).
All documentation relating to a student’s complaint and the outcomes will be stored securely in Harcourts Real Estate Training Centre student management system.
What to do if you have a complaint
A student enrolled in a course who has a complaint on any matter other than an academic decision, should undertake the following steps:
- In the first instance, an informal approach is to be made to the person with whom the student has the complaint, to see if the matter can be resolved in a mutually satisfactory way.
- Where the student is still dissatisfied with the decision, they can contact the Student Experience team for an informal attempt to resolve the issue.
- If the complaint is resolved informally a confirmation email will be sent to the student outlining the actions taken to resolve the complaint. The Student Experience Team will record the outcomes in the student profile in Harcourts Real Estate Training Centre Student Management System.
- If the informal attempts at resolution fail to reach a resolution, then the student can submit a formal complaint to Harcourts Real Estate Training Centre, in writing, for an opportunity to formally present their case and/or for a member of the team, who has not been involved in the original decision, to review the complaint and actions taken to date.
A formal complaint must be lodged by email to the Student Experience Team no later than 14 days from the date of the complaint.
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