WEPisode #6: Molly In Italy

Save

Save

Save

Close
`

Complaints Policy


Complaints Policy

WEP Australia strives to conduct itself in a transparent, ethical and positive manner. Nevertheless, we understand that sometimes those with whom we come into contact may not be happy with our conduct and may wish to submit a complaint.

WEP Australia takes complaints seriously and aims to investigate and resolve them in a thorough and timely manner. Compliance with this policy helps us fulfill this aim. All complaints are treated with an appropriate level of confidentiality.

Who can submit a complaint?

A wide range of people may submit a complaint. These are:

  • A returned exchange student or a natural parent/legal guardian of a returned exchange student;
  • An official representative of an Australian school;
  • A former volunteer host family;
  • A member of the public who has been contacted by WEP Australia in the ordinary course of its business.

Note: this policy does not cover grievances relating to students still on program. If the student in question is still on program, please refer to WEP Australia’s Grievance Resolution Policy and Procedures. This can be downloaded from the WEP Support Platform, or requested by sending an e-mail to: info@wep.org.au

When can a complaint be submitted?

It is necessary to limit the period within which a complaint may be submitted in order to facilitate the thorough investigation and timely resolution of complaints. The following limitation periods apply:

  • Returned exchange student or a natural parent/legal guardian of a returned exchange student: complaints to be submitted within four weeks of the program end date.
  • Official representative of an Australian school: complaints to be submitted within four weeks of the program end date, or, if the program end date is not known, within eight weeks of the first incident giving rise to the complaint.
  • Former volunteer host family: complaints to be submitted within four weeks of the program end date, or, if the program end date is not known, within eight weeks of the first incident giving rise to the complaint.
  • Member of the public who has been contacted by WEP Australia in the ordinary course of its business: complaints to be submitted within eight weeks of the first incident giving rise to the complaint.

How can a complaint be submitted?

Complaints must be submitted in writing. Oral complaints will not be investigated.  Complaints may be submitted by:

Email: info@wep.org.au
Mail: PO Box 260, Black Rock VIC 3193