Nautilus Senior College Complaints Process

 

Nautilus Senior College [Nautilus Campus & Yulinbal Campus] is committed to empowering people to share their experiences and ensuring that complaints can be raised and addressed efficiently and responsibly.

 

The College deals with complaints in accordance with its Complaint Management Framework Policy & Procedure. The policy can be found here.

 

If you have any questions about this policy, please contact complaints@mnccc.edu.au.

 

How to make a complaint

 

Complaints about should generally be directed to the Complaints Officer or Co-Principal. If the complaint relates to the Complaints Officer or Co-Principal, then the complaint should be referred to the Chief Executive Officer.

 

We encourage complaints to be made in writing. However, we note that anonymous and verbal complaints will be accepted. You may be requested to provide your complaint in writing.

 

Where your complaint may involve misconduct or child safety regarding an employee, contractor or volunteer, it should be directed immediately to the Co-Principal. Any complaint regarding the Co-Principal should be directed to the Chief Executive Officer of Mid North Coast Community College, and any complaint about the Chief Executive Officer should be directed to the Chair of the Board. Contact information can be found in the Complaint Management Framework Policy & Procedure.

 

Complaints may also be made via MNCCC's whistleblowing processes, available here.

 

What happens after you raise a complaint

 

When we receive a concern, we will:

• Acknowledge receipt promptly;

• Assess the issues raised and decide the most appropriate way to respond;

• Explain the process, expected timeframes and likely next steps.

 

Complaints involving the welfare, safety or wellbeing of students or other children are treated as the highest priority.

 

Depending on the issue, we may:

• Provide information or an explanation;

• Gather information from the person raising the complaint; or

• Investigate the matter raised.

 

We will keep the person raising the complaint informed about progress, particularly if there are delays.

 

After the matter has been considered, we will advise the person who raised the complaint of:

• The outcome and any action taken;

• The reason for the decision;

• Any remedy or resolution proposed or put in place;

• Any review options that may be available.

 

Privacy and Support: We take reasonable steps to ensure that a person is not negatively impacted for having raised a complaint.

 

We also protect privacy where appropriate. Personal information that identifies individuals will only be used or disclosed as permitted by law and any relevant confidentiality obligations.

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