Student Mediation Scheme

Introduction

At Swanston Institute, we prioritize resolving student grievances through our internal Complaints and Appeals Policy. However, if an issue remains unresolved, the Student Mediation Scheme, managed by the Resolution Institute, is available as a last resort. This service provides a fair and impartial platform to address disputes, with costs shared between the student and Swanston Institute.

When to Use the Student Mediation Scheme

You can access the Student Mediation Scheme if:

  • You have completed Swanston Institute's internal complaints and appeals processes without a satisfactory resolution.

The dispute involves

  • Financial matters, such as fees, refunds, or payment plans.
  • Issues related to misrepresentation, misunderstandings, or unclear agreements.
  • Academic grievances or disciplinary actions.

  • External mediation is required to facilitate an impartial resolution

Internal Process Before Mediation

Before referring your case to the Student Mediation Scheme:

Submit an Internal Complaint

  • Use Swanston Institute’s Complaints and Appeals Policy to raise your concerns.
  • Provide all relevant documentation to support your case..

Engage in Dialogue

  • Attend discussions with relevant staff to resolve the matter informally.

Submit a Formal Appeal

  • If informal discussions don’t resolve the issue, lodge a formal appeal following our policy.

Referral to External Mediation

  • If the internal appeals process concludes without a resolution, Swanston Institute may recommend referral to the Student Mediation Scheme.

Accessing the Student Mediation Scheme

Referral Process

  • Swanston Institute will provide you with the necessary details to access the Resolution Institute’s Student Mediation Scheme..

Mediation Steps

  • The Resolution Institute appoints a neutral mediator to assess the situation and facilitate discussions.
  • Mediation is conducted impartially and confidentially, aiming for a mutually agreed outcome.

Financial Cost Sharing

  • Costs associated with mediation, such as mediator fees, room hire, and administrative expenses, are equally shared between the student and Swanston Institute.

Student Responsibility

  • Students are required to pay 50% of the mediation costs.
  • Payment is made directly to the Resolution Institute upon initiation of the mediation process.

Swanston Institute’s Contribution

  • Swanston Institute covers the remaining 50% of the costs.

What to Expect from Mediation

A Fair Review

Your case will be reviewed impartially by a qualified mediator.

Transparency

Both parties will present their evidence, and the mediator will facilitate constructive discussions.

Outcome Agreement

A written agreement will document the resolution, which is binding for both parties.

Relevant Policy Documents

For more details on the internal and external processes, refer to:

Need Help?

If you have questions about sharing mediation costs or need assistance with your complaint, please contact us:

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