Complaints/Appeals

RIST has an obligation to resolve any grievances or complaints made by a student in a timely, professional, and confidential manner.

RIST has developed a complaint/appeal procedure to ensure that all students have an opportunity to have their concerns heard in a fair and sympathetic manner. 

Complaints & Appeals Procedure

At any point, either party involved may choose to take the matter before an appropriate external tribunal or authority - at which point the process will be immediately suspended.

  1. If possible the person with the complaint/appeal should discuss the matter directly with the person involved.
  2. If this does not result in satisfactory resolution, the person with the complaint/appeal may discuss the matter with the Chief Executive Officer, in an attempt to resolve the matter. The Chief Executive Officer will discuss the matter within 5 working days of being notified in writing.
  3. If still unsuccessful, the person with the complaint/appeal can request that the matter be heard by a professional independent person (approved by both parties). If both parties are unable to agree on whom the independent person will be, each party will nominate a third party to recommend an independent arbitrator. The arbitrator will hear the matter and recommend a resolution. The matter will be considered by the arbitrator within 10 working days of being accepted by the parties. 
  4. If either party is unable or unwilling to accept the decision of the arbitrator, either party may choose to have the matter heard by an external tribunal or authority. Any expenses incurred by either party will be their own responsibility, unless the external body directs otherwise.

In the processing of this complaint/appeal procedure, RIST will adopt the following:

  • each complaint/appeal and it's outcome, are recorded in writing
  • each appeal is heard by an independent person or panel approved by both parties
  • each appellant has the opportunity to formally present his/her case
  • each appellant is given a written statement of the appeal outcomes, including the reasons for the decision

RIST will ensure it acts upon the subject of any complaint/appeal found to be sustained.