Complaints Procedure

The Centre for Homeopathic Education – Australia & New Zealand
Effective Date: 01 June 2025

1. Introduction

At the Centre for Homeopathic Education (CHE), we are committed to delivering a high standard of education and support. This procedure ensures that all student complaints are treated seriously, fairly, and in a timely manner. Where complaints are upheld, we act promptly to protect students’ interests and improve our services.

We encourage open communication and aim to resolve most issues informally, but we also provide a formal procedure if further steps are needed.

2. What Is a Complaint?

A complaint is defined as an expression of dissatisfaction — whether justified or not — about any aspect of CHE’s services, staff behaviour, administration, or academic and clinical experience.

We value complaints as opportunities to improve and regularly review them to enhance our delivery, increase student trust, and maintain transparency.

3. What Can Be Complained About?

This policy covers:

• The quality or standard of educational or administrative services

• The conduct of CHE staff or representatives

• Delays, inaction, or unsatisfactory responses to previous enquiries or concerns

This policy does not cover:

• Minor day-to-day issues easily resolved by admin staff

• General comments about policy direction or academic philosophy

• Complaints that have already been addressed through this process

• Anonymous or abusive complaints that contain offensive or inappropriate language

4. How to Make a Complaint

You can submit your complaint:

• In person

• By phone

• In writing (email or letter)

All complaints should clearly state:

• That it is a formal complaint under this procedure

• A description of the issue

• Dates and people involved

• Any supporting documents

All complaints will be logged centrally by CHE administration.

5. Two-Stage Complaint Resolution Process

Stage 1 – Informal or Initial Complaint

• First point of contact: relevant Module Leader or administrative staff

• If you raise your concern in person or informally, we will log it and try to resolve it swiftly

• Acknowledgement: within 5 working days

• Resolution goal: within 20 working days

Stage 2 – Formal Review

• If Stage 1 does not resolve the matter, you may request a formal review by the Principal

• If the complaint involves the Principal directly, it will be referred to an independent reviewer or relevant accrediting body

• Request for Stage 2 must be made within 5 working days of the Stage 1 outcome

• Acknowledgement: within 5 working days

• Full response: within 20 working days

6. Extending Timelines

While we aim to respond within the stated timeframes, complex matters may require more time. If so, we will keep you informed of the delay, provide a reason, and communicate the new estimated response date.

7. External Review for Accredited Programmes

For students enrolled in formally accredited programs (e.g., Licentiate-level training), you may also refer your complaint to the appropriate accrediting body or professional association, such as the Australian Register of Homoeopaths (ARoH) or the New Zealand Council of Homeopaths (NZCH), if applicable.

8. Standards of Conduct

We handle all complaints with professionalism, fairness, and respect.

• Complaints are treated in confidence and investigated without bias

• We expect all parties to maintain courteous and respectful communication

• Abusive or threatening complaints will not be progressed

9. Logging and Reviewing Complaints

• All complaints are logged in a secure database

• We track resolution times, outcomes, and patterns to improve services

• Complaint data is used in quality assurance processes and remains confidential

• All data handling complies with the Privacy Act 1988 (Australia) and the Privacy Act 2020 (New Zealand)

10. Contacting Us

All complaints or formal review requests should be sent to:

Centre for Homeopathic Education – Australia & New Zealand
📧 [email protected]
🌐 www.chehomeopathy.com.au