Commentary on Sections Part 5: Learner Protection, Complaints Procedures and Learner Engagement Section 127: Complaints procedures
394.This section requires the Commission to take such steps as appear to it appropriate to ensure that a tertiary education provider (as defined) has in place a procedure for investigating complaints about an act or omission of the provider, made by persons who are undertaking or have undertaken relevant courses (as defined), and to take reasonable steps to make the procedure known to persons undertaking relevant courses. The Commission might, for example, consider that an appropriate step was the issuing of guidance about complaints procedures, or the imposition of a registration condition or a condition of funding relating to complaints procedures.