STS Student Exchange

Commitment to Accepting and Processing Complaints and Grievances

If you are not happy with the service you receive at STS Student Exchange, you have the right to complain or appeal. You also have the right for your complaint or appeal to be handled in a fair and just manner.

If you have a complaint regarding the service or treatment you have received from STS Student Exchange, then the following steps are presented to assist you in resolving your grievance or complaint.

First step / Speak with the person directly involved
Direct contact is usually the quickest and best way to resolve an issue. Raise the issue with the person involved and explain your point of view. For example:
  • If your issue is related to your school then you should speak with someone in your school such as teacher and/or school counsellor.
  • If your issue relates to a host family member, then you should speak with that person.
  • If your issue is related to the host family as a whole, then you should speak with your Area Representative and/or Regional Coordinator.

Your Area Representative and/or Regional coordinator can assist you in determining the appropriate person to speak with.

Second step / Speak with the next person of responsibility
If you feel that the issue was not dealt with appropriately as a result of speaking with the person most directly involved, then you should speak with the next senior person of responsibility. For example:
  • If it is an issue with a Host Family member, then the next person of responsibility would be the parent/guardian of that host family member.
  • If it is an issue related to a subject being studied at school, the next person of responsibility would be the subject or course coordinator, or the Head of School.
Your Area Representative and/or Regional coordinator can assist you in determining the appropriate person to speak with.
 
Third step / Lodge a written complaint with the STS National Manager
If you feel that the issue was still not dealt with appropriately, then you may lodge an official complaint in writing to the STS Student Exchange Manager, Muriel Scheid; muriel.scheid@australia.sts.se or phone: 02 9477 4461, requesting their intervention for a resolution of the issue. In normal circumstances, the receipt of your complaint will be acknowledged in writing. The process of reviewing your complaint should begin within 10 working days, and you should receive a written response within a reasonable period. 
 
Fourth step / Request an Independent Mediator to facilitate resolution of issue
Where a dispute remains unresolved after informal means or formal proceedings through the STS Student Exchange Manager, the parties of the dispute have the right to initiate the services of an external mediator. Student needs to write a formal letter to the STS Student Exchange Manager; Muriel Scheid; muriel.scheid@australia.sts.se to request the intervention of an external mediator for the resolution of the issue. In normal circumstances, the receipt of your complaint will be acknowledged in writing. The process of reviewing your complaint should begin within 20 working days, and you should receive a written response within a reasonable period.
 
Fifth step / Appeals
As a result of making a complaint under any of STS Student Exchange policies and procedures, you may appeal the earlier decision within 20 working days of notification. You will submit to the STS Student Exchange Manager a written statement outlining the grounds on which the appeal is to be based, which may be on one of the three following grounds:-
  • That there is new evidence to consider regarding the issue.
  • That the original decisions regarding the issue were not made according to correct procedure as outlined above.
  • That the matters at one or more of the steps were not heard or decided fairly and on their merits.
Sixth step / Request to involve Ombudsman
If you have exhausted the STS Student Exchange complaints and appeals process and still have not received satisfaction, then you may take your complaint further through an external body such as the relevant State’s Ombudsman, who will:
  1. Provide information on courses of action and channels of complaint already available.
  2. Refer you to other services or experts where appropriate, and/or
  3. Investigate complaints and act on your behalf where necessary to bring the matter to a satisfactory resolution.
You will need to write a letter of complaint to the Ombudsman setting out the issues. However, a first phone call may help clarify the issues or help you understand the Ombudsman’s complaint handling procedures. For example, some complaints may need to be made to a different agency (such as complaints about discrimination or a breach of privacy). You will need to provide all the evidence at the start of your complaint. Your evidence should show where STS Student Exchange has failed to follow the normal procedures or why the decision involved improper conduct.
 
NOTE:
  • At all times your complaint or appeal will be treated confidentially, in accordance with the STS Student Exchange Privacy Policy.
  • Where students initiate meetings to resolve grievances, students may request the presence of an impartial person (friend/support person) to attend with them. The role played by this person is expected to be as a neutral witness to the discussion.