COMPLAINTS POLICY

YWAM Brisbane values open communication, integrity, and reconciliation in all areas of community life and training. We are committed to providing a respectful and fair process for resolving any concerns or complaints raised by students, staff, or members of the public.

OUR COMMITMENT

We seek to handle all complaints with humility, sincerity, and a focus on restoration. Guided by biblical principles and national training standards, our goal is to resolve issues in a way that promotes understanding and peace.

YWAM will:

• Listen carefully to all feedback or complaints

• Ensure all parties are treated fairly and without bias

• Handle complaints promptly, respectfully, and confidentially

• Provide a written response to formal complaints

• Allow a support person to accompany the complainant if desired

• Use feedback to help improve our training, services, and community life

HOW TO MAKE A COMPLAINT

Complaints may be submitted in person, in writing, or by email. We encourage anyone with a concern to first speak directly with the person involved, if appropriate. If resolution is not achieved, the matter can be raised with a relevant team leader, and if needed, formally submitted using our Complaints Record Form.

 

A formal complaint should be lodged within 20 working days of the incident. YWAM will begin responding to the matter within 10 working days. If resolution takes longer than 60 days, we will inform the complainant in writing and provide regular updates.

FOR OVERSEAS STUDENTS

If you are an overseas student, you have the right to remain enrolled during the complaints process. Once you’ve exhausted YWAM’s internal complaints processes, you may access an external complaints body if needed, such as the Overseas Students Ombudsman at www.ombudsman.gov.au.​

CONTACT US

To submit a complaint, please contact us via our contact form or info@ywambrisbane.com, or speak with a staff member at YWAM Brisbane.​

 

​APPEALS POLICY

This only with regards to students!

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At YWAM Brisbane, we are committed to acting with fairness, integrity, and a deep respect for every individual. We understand that at times, decisions made by the organisation may have a significant impact on a student or participant. In these cases, if you are an enrolled student in a YWAM Brisbane Training course, you have the right to request a review through our appeals process.

 

WHAT IS AN APPEAL?

An appeal is a formal request to review a decision made by YWAM Brisbane that adversely affects you, the student. This may include decisions related to:

• Disciplinary action or behavioural breaches

• Suspension or withdrawal from a course

• Refusal of transfer, deferral, or extension

• Any administrative or enrolment decision that negatively affects your participation or progress
   

(This process is separate from general complaints or appeals of assessment results.)

 

OUR COMMITMENT

YWAM Brisbane will:

• Consider all appeals fairly, confidentially, and without bias

• Respond in a timely and respectful manner

• Provide you with written notice of the outcome and the reasons for the decision

• Allow you to be accompanied by a support person throughout the process

• Offer you the opportunity to escalate the appeal externally if you are not satisfied with the outcome
   

We seek to handle appeals in a spirit of restoration, justice, and reconciliation, following biblical principles and complying with Australian training regulations.

 

HOW TO LODGE AN APPEAL

You should lodge an appeal within 20 working days of receiving the decision. Appeals should be submitted in writing using our Complaints Form, available from your Course Leader or YWAM Office.

 

We will begin responding to your appeal within 10 working days of receiving it. If the process takes longer than 60 calendar days, we will provide written updates and reasons for the delay.

 

FOR OVERSEAS STUDENTS

If you are an international student:

• You will remain enrolled during the appeals process.

• We will not report changes to your enrolment (e.g. suspension or cancellation) through PRISMS until all internal and external appeals processes are complete, as required by the National Code.

• If your appeal is unsuccessful, we will inform you within 10 working days of your right to access an external appeals body, such as the Overseas Students Ombudsman.
   

Visit www.ombudsman.gov.au for more information.

 

CONTACT US

For more information or to request the full Appeals Policy, please contact us via our contact form or info@ywambrisbane.com, or speak with a Course Leader or Base staff member.

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