Complaints and Appeals

At Milestones English Academy (MEA), we prioritise creating a supportive and transparent learning environment. We understand that sometimes issues may arise, and we are committed to helping students resolve them promptly and fairly. Our Complaints and Appeals Policy ensures that every student has access to a clear, fair, and structured process to raise concerns or challenge decisions affecting them.

Complaints Process

Informal Complaints
- How to Start: Speak to your teacher, Academic Manager, or Student Services Officer.
- Aim: Resolve issues quickly and informally.
- Timeline: MEA strives to address informal complaints within five (5) working days.
- Examples: Issues with class schedules, facilities, or minor concerns about services.
Formal Complaints
- When to Use: If the issue is unresolved informally or requires formal investigation.
- How to Lodge: Complete a Complaints and Appeals Form, available on the MEA website or at Student Services.
- Timeline: Formal complaints are acknowledged within five (5) working days and resolved within twenty (20) working days.
- Outcome: You will receive a written decision with reasons and actions taken.

Appeals Process

Internal Appeals
- Eligibility: If you’re dissatisfied with the outcome of a formal complaint.
- How to Appeal: Submit an appeal within twenty (20) working days of receiving the decision.
- Review: Your appeal will be reviewed by the PEO or a senior delegate.
- Support Person: You can bring a support person to meetings.
- Outcome: MEA will provide a final written decision within twenty (20) working days.
External Appeals
- When to Use: If you’re unsatisfied with MEA’s final decision.
- Contact: The Overseas Students Ombudsman (OSO) offers independent and free review services.
- Details:
  Commonwealth Ombudsman
  GPO Box 442, Canberra ACT 2601
  Phone: 1300 362 072
  Website: www.ombudsman.gov.au
- Impact on Enrolment: Your enrolment will remain active during the appeal process unless there are serious health or safety concerns.

Important Notes

Confidentiality: All complaints and appeals are handled confidentially.
No Impact on Enrolment: You will remain enrolled while your complaint or appeal is being processed.
Fair Process: MEA ensures all complaints and appeals are treated impartially and in line with regulatory requirements.

Need Help?
If you have any questions about the complaints and appeals process, please contact:

Student Services Desk: Level 3, 252 Lygon Street, Carlton.
Email: studentservices@milestones.vic.edu.au
Phone: 1300 991 716

Our team is here to support you every step of the way!

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