Grievances
Grievance Principles
A grievance is a matter that causes a Skilled Migrant Mentoring Program (SMMP) participant concern or distress.
Sydney Community College recognises that bringing grievances to light is an important form of feedback in the Skilled Migrant Mentoring Program. We also care about our participants and wish to help them to the best of our ability.
Prompt and fair resolution of grievances is a demonstration of our commitment to quality service and fair practice.
For SMMP Participants
The following principles will be applied to resolving grievances:
• The grievance and its resolution will be kept as private and confidential as possible
• The matter will be dealt with promptly
• All parties to a grievance have a right of reply
• The facts of a matter are not presumed, and must be substantiated
• The grievance will not be prejudged
If you have a grievance, we will observe the above principles, and will:
• Carefully listen to the grievance
• Clarify the facts of the matter as far as these may be determined
• Assess how serious the grievance appears to be
• Determine whether the grievance is substantiated and what action should be taken.
If you have a grievance, your first point of contact should be the Program Coordinator who enrolled you in the program.
Canterbury/Bankstown/Marrickville
Ursula Walker
P: 8752 7525 m: 0457 818 768 e: ursula.walker@scc.nsw.edu.au
CBD/Inner City
Kathrin Kiel
P: 8752 7523 m: 0415 263 325 e: kathrin.kiel@scc.nsw.edu.au
Fairfield/Liverpool
Fatima Kourouche
P: 8752 7526 m: 0408 523 227 e: fatima.kourouche@scc.nsw.edu.au
If it can be demonstrated that you, as a client, had a reasonable expectation of being provided with a service, and did not receive it, we will attempt to fulfil that expectation, where possible, or provide an alternative service from our stated program objectives.