Complaints and Appeals
Provider: Mosman College Pty Ltd
RTO Code: 46492
CRICOS Provider Code: 04407M
Contact: office@mosman.group
Effective date: 19 April 2026
Review date: 19 April 2027
Document status: Public website release
1. Purpose
Mosman College provides students with access to a fair, transparent, and timely complaints and appeals process. This public version explains the main steps and principles. Detailed forms and controlled internal procedures are available from Mosman College on request.
2. What Can Be Raised
Students may make a complaint about matters such as:
- training and assessment
- administrative processes
- student services or support
- the conduct of staff, contractors, or other students
- the learning environment
- decisions relating to fees, refunds, course progress, attendance, deferment, suspension, cancellation, or other enrolment matters
Students may also appeal academic, administrative, or procedural decisions that affect them.
3. Principles
Mosman College handles complaints and appeals in a way that is:
- accessible
- fair and respectful
- free to lodge internally
- confidential, where practicable
- transparent and evidence-based
- consistent with procedural fairness
Students may be supported by a support person, advocate, or representative at relevant meetings.
4. Starting the Process
Students should raise their complaint or appeal in writing with Mosman College at `office@mosman.group`.
Mosman College will provide the current complaints and appeals form and any instructions needed to start the process. Where appropriate, Mosman College may first encourage informal resolution before a formal complaint or appeal is lodged, but students are not prevented from using the formal process.
5. Internal Process
Once a formal complaint or appeal and supporting information are received:
- Mosman College will acknowledge receipt
- the internal process will commence within 10 working days
- the matter will be reviewed by an appropriately authorised person
- the student will have an opportunity to present their case and provide supporting information
- Mosman College will advise the student of the outcome in writing, including the reasons for the outcome
All reasonable measures will be taken to finalise the matter as soon as practicable. Mosman College aims to finalise complaints and appeals within 60 days of the initial lodgement. If more time is required, the student will be informed in writing of the reason for the delay and the expected progress.
6. Review and Independent Consideration
Where relevant, Mosman College may arrange review by an appropriately qualified and independent person, mediator, or assessor. This may occur, for example, where an assessment decision is being reviewed or where an independent view is necessary to ensure fairness.
Where an assessment outcome is under review, Mosman College may arrange for review by a person who was not involved in the original decision and who is appropriately qualified to consider the matter. Records of the review and outcome will be kept on file.
Mosman College will advise the student of any available further review options relevant to the student's circumstances.
7. Student Status During the Process
Where required by law, regulation, or the applicable Mosman College process, a student's enrolment status and reporting position will be managed in accordance with the relevant requirements while internal and external appeal options remain available.
This does not prevent Mosman College from taking reasonable interim action where required for safety, wellbeing, serious misconduct, legal obligations, or operational requirements.
8. External Options
If a student is not satisfied with the internal outcome, Mosman College will provide information about any available external complaint or appeal options relevant to the student's circumstances.
Where the matter relates to an overseas student and ESOS-related services, students may also be able to access an external complaint avenue such as the Overseas Students Ombudsman. Mosman College will provide current contact details or access information relevant to the student's circumstances.
The availability of Mosman College's complaints and appeals process does not remove the student's right to seek action under Australian consumer protection laws or other applicable law.
9. Records and Continuous Improvement
Mosman College keeps records of complaints and appeals, including the outcome and reasons for the outcome, in accordance with its records management obligations.
Where a complaint or appeal identifies a systems issue, Mosman College may use that information as part of its continuous improvement processes.
10. Related Documents
- current student handbook
- current refund policy
- current written agreement
- current assessment and student management processes
For assistance, contact `office@mosman.group`.