Complaints & Appeals

Have a Concern? We’re Listening.

We’re here to listen, support, and resolve concerns fairly and respectfully.

We’re here to listen, support, and resolve concerns fairly and respectfully.

At the Australian Institute of Hospitality and Management (AIHM), we are committed to providing a respectful, inclusive, and high-quality learning environment. We understand that, from time to time, students may experience concerns—whether related to course content, assessments, administration, or services.

Our Complaints & Appeals process is designed to help students raise and resolve these concerns in a way that is fair, confidential, and transparent. We encourage students to first try to resolve concerns informally, and if not resolved, they may proceed with a formal complaint or appeal. Students are welcome to have a support person with them at any stage of the process.

We treat all concerns seriously and aim to resolve matters as quickly as possible. Your enrolment and academic progress will not be affected while a formal complaint or appeal is in progress.

What’s Covered Under This Process

Our internal Complaints & Appeals process applies to issues such as:

Academic or assessment decisions
Course or timetable arrangements
Conduct of staff or students
Student services or administration
Enrolment or refund decisions
Allegations of misconduct

Fair, Transparent Process

Raise your concern informally or formally with full support from our Student Services team.

We’ll Work With You

Every case is handled with care, confidentiality, and a focus on resolution—not penalty.

Your Rights and Next Steps

What to Expect

No disadvantage for raising a concern
Confidential handling of your case
Free and accessible process
Response within 10 working days
Right to appeal formal decisions within 20 working days
Right to bring a friend or support person at any stage
Ongoing access to support while your case is being considered

External Review (If Needed)

If you have followed AIHM’s full internal complaints and appeals process and are still not satisfied with the outcome, you may request an external review through the Overseas Students Ombudsman.

This step should only be considered once all internal resolution options have been explored and finalised.

www.ombudsman.gov.au/making-a-complaint/overseas-students
1300 362 072 (Interpreter services available)

Need to Make a Complaint or Appeal?

Start by speaking with your trainer, Student Services, or another staff member. If the issue remains unresolved, you can request a formal Complaints & Appeals Form from Reception or by emailing us directly.

support@aihm.au
Visit Reception or talk to any staff member on campus

We’re here to help you resolve your concerns respectfully and fairly—because your experience matters.