Student Feedback, Complaints, and Appeals Policy

1. Purpose

Hillsong College Ltd (ABN 84 617 111 592) (“the College”) is committed to creating an environment where students can thrive both academically and personally. As part of this commitment, the College provides clear and accessible mechanisms for students to provide feedback, lodge complaints, raise concerns, and submit appeals. This policy outlines the procedures for reporting concerns, making complaints or appeals, and submitting suggestions.

The purpose of this policy is to provide clear direction and guidelines for the students, staff, and volunteers of the College regarding feedback and complaints handling mechanisms.

1.2 Scope

This policy covers any and all feedback mechanisms and complaints procedures handled by the college, related specifically to the activities, staff and student constituency, and academic experience. These can include but are not limited to; course and curriculum, pastoral and academic student services, matters of admission, enrolment, onboarding and graduation, interpersonal and pastoral matters, financial and accommodation services, and, academic and assessment matters.

Both students and graduates, at any time, may utilise this policy and its constitutive guidelines to provide feedback, raise concerns, and/or submit complaints.

All students and graduates retain the right to seek independent advice and/or resolution from external parties of their choice.

A list of contact points can be found in Appendix A of this policy for ease of reference.

1.3 Guiding Principles

College is committed to continuous improvement and implements a complaints and appeals process that adopts the following provisions and guiding principles:

1. Where possible and appropriate, complaints will be handled informally
2. Privacy and discretion will be exercised as much as possible
3. The right of all parties to bring a support person to any meetings that take place regarding the complaint
4. Due process in investigation and resolution
5. Equality and fairness toward all parties, without prejudicial treatment
6. Transparent, ethical, and timely processing of complaints and appeals

1.4 Responsibilities

All College Staff are responsible to:

• Know the contents of this policy and be familiar with the processes available to the student constituency.
• Follow the guidelines in this policy.
• Encourage a culture of feedback, continuous improvement, and student-staff interaction.
• Document and communicate matters of concern, raised by students, to the relevant manager in line with the processes outlined in this policy.

Campus Heads/Managers are responsible to:

• Address areas of concerns as and when they arise in an effective and timely manner.
• Escalate complaints as and when necessary.
• Document formal complaints and notify the Executive Dean.

The Executive Dean is responsible to:

• Ensure that College Staff are versed in this policy.
• Maintain the relevance and currency of this policy and its associated processes.
• Ensure compliance with the processes established in this policy.
• Manage all formal complaints and nominate case managers where appropriate.
• Communicate on behalf of College Management with the complainant.

1.5 Definitions

Academic means matters pertaining to course, curriculum, assessment, attendance, and grading.

Campus Head means manager responsible for the operational, academic, and pastoral activities of Hillsong College at a particular location.

Case Manager means a college representative, appointed by the Executive Dean, to conduct a review of a formal complaint or appeal.

Church means Hillsong Church Australia, or when relevant, Hillsong Church at an overseas location.

College means Hillsong College Ltd., trading as Hillsong Leadership College.

Discipleship Group Leader means a college representative discharged with the day-to-day leadership and discipleship of a student cohort. This position exists in the face-to-face Hillsong College locations.

Lecturer means a college representative who is responsible for delivering curriculum and provides subject matter expertise.

Management/Manager means personnel of the college who exercise operational authority and make determinations on academic, disciplinary, pastoral, and enrolment matters.

Student means prospective, current, or graduated student. Someone who has been enrolled into an accredited course with Hillsong College at any time.

Support Person means a third-party invited to attend a meeting at the request of a student or staff member to provide emotional support. This person must not be a legal representative.

Tutorial Leader means a college representative discharged with the delivery of course curriculum and assessment support for a particular subject.

2. Reporting Pathways

There are several avenues that are available for students to provide feedback and report concerns. If someone is in immediate danger or requires medical assistance, please contact emergency services in the relevant jurisdiction.

In Australia, please dial 000 in the case of an emergency. If the incident occurs on-campus please inform a member of the college and/or church staff immediately

You may also call the college during office hours on 02 8853 5200 or after hours on (02) 1300 53 53 53.

Avenues available for students to provide feedback or report concerns include:

1. Informal Feedback
2. Class and Subject Feedback
3. Sexual Assault and/or Harassment Reporting
4. Health and/or Safety Concern(s) Reporting
5. Informal Complaint and Resolution
6. Formal Complaint
7. Academic Appeal

2.1 Informal Feedback

Students may provide feedback and suggestions to the college informally. Hillsong College encourages a culture of feedback in the spirit of continuous improvement and enhancing the student experience and course quality. Students can, at any time, approach or contact a member of college staff, with suggestions or request a meeting to communicate feedback.

Pathways to provide feedback and make suggestions are outlined in section 4.1 of this policy.

2.2 Class and Subject Feedback

This feedback is anonymous and collected at the conclusion of each academic period.  The data is compiled into class, subject, course, and campus specific reports and metrics. At the end of every term, this anonymous student feedback is visible to:

• The tutorial leader(s) and/or lecturer(s) responsible for the class;
• The responsible Campus Head; and
• The Academic Dean.

Once collected, this feedback is used by the college’s management and faculty to review, enhance and modify curriculum, course delivery, and assessment.

2.3 Sexual Assault and/or Harassment Reporting

For reporting that involves potential harassment, discrimination, sexual assault or misconduct, please refer directly to, the “Hillsong College Harassment, Unlawful Discrimination and Sexual Misconduct Policy”

2.4 Health and/or Safety Concern(s) Reporting

Occasionally, there may be an incident or event that has the potential to impact the health and/or safety of members of the Hillsong College and/or Church community. If this is the case, please follow the process outlined below in section 3.2 of this policy.

2.5 Informal Complaint and Resolution

Should a student wish to communicate a complaint to the College but does not wish to pursue a formal or written approach, please follow the procedure outlines in 3.3 of this policy.

2.6 Formal Complaint and/or Appeal

If an informal complaint does not result in a successful or satisfactory resolution, then the student may submit a formal/written complaint or appeal to the college. Please note that any student, for whatever reason, may submit a formal complaint regardless of whether an informal resolution has been sought.

For formal complaints and appeals, please follow the procedure outlined in 3.4 of this policy.

2.7 Academic Appeal

For appeals and complaints related to assessment matters, please refer directly to, the “Hillsong College Assessment Appeals Policy”

3. Complaints and Appeals Processes

This complaints and appeals processes below relates to all non-assessment related grievances and feedback (e.g., discipline, finance, pastoral and interpersonal matters, and course experience).

For academic assessment appeals, refer to the Assessment Appeals Policy.

3.1 Safety and Confidentiality

The College values student privacy and ensures all concerns are managed with confidentiality and in line with the College’s Privacy and Data Protection Policy.

Hillsong Church locations, both in Australia and Internationally, have established health and safety frameworks, initiatives, and policies that prioritise and safeguard the wellbeing of its members. In Australia, this is known as ‘Safe Church’. Please click here for more information on Hillsong Church Australia’s ‘Safe Church’ approach.

When discussing specific incidents, concerns, or appeals, all parties have a right to a support person.

Students may wish to raise serious concerns regarding any aspect of the College or Church experience that requires independent and confidential investigation.

In some instances, when the complaint or feedback attests to criminal or possible illegal activities, then College is obligated to report the matter to the police.

3.2 Health and Safety Concerns

Should an event occur, or you become aware of a situation that has material or potential health and/or safety implications for a student, staff member, leader, volunteer, or congregation member of Hillsong Church, please inform a College or Church Staff Member, or a leader, immediately. All staff members of the Church and the College are trained to respond appropriately.

If the incident poses an immediate risk to someone’s life or health, please contact emergency services immediately (dial 000) and then inform a staff member or a leader.

If the incident occurs off-site, or outside of operational hours, please follow the guidelines in this table below:

On Campus:	(02) 8853 5200 For immediate help on campus (Open Hours: 9am – 5pm)
Off Campus:	000 For immediate help off campus (24 hours, 7 days a week)

If the health and safety concern is related to an event that occurred at a Hillsong Church location, or whilst participating in a Hillsong Church activity, the student may additionally (or alternatively) wish to complete an Incident and Hazard Report online. These reports go to the Hillsong Church Australia Safe Church department.

Should the incident occur at a Hillsong Church location outside of Australia, the student can also report the concern via the Global Grievance portal.

• Informal Complaint and Resolution

Students should first attempt to resolve issues informally by speaking directly with their Discipleship Group Leader or Tutorial Leader if they feel comfortable to. If for any reason this is not possible, or if a student prefers, please raise the concern in person, or in writing, to the staff member responsible for your campus. (Campus Head)

All college staff are available to discuss any concerns relating to college matters. If discussing the concern or feedback with your Discipleship Group Leader is not possible or preferable, we encourage you to speak with a member of the college the staff with whom you feel comfortable raising the matter.

Students may choose to bring a support person with them to any meetings that occur to discuss the concern.

3.4 Formal Complaint or Appeal

If informal resolution is unsuccessful or should a student wish to pursue a formal complaint in the first instance, (or appeal a decision of the college), please follow this process:

1. Download and complete a Complaints or Appeals Form from the Student Portal.
2. Submit the form via email or in person to the respective Campus Head as soon as feasibly possible. (contact information below).
3. An alternative submission method, if preferred, can be to the Executive Dean. (contact information below).
4. If the student prefers they may lodge an online complaint by going directly to the following link: Complaints and Appeals Form

The review and response process is as follows:

1. The Executive Dean (or delegate) will review the submission within 10 working days, acknowledge the receipt of the form, and nominate a case manager.
2. The student may be invited to present their case.
3. The case manager may request further information from the student. This may be done in writing, or an in-person meeting may be facilitated.
4. During the process, the College will maintain the student’s current enrolment status. For international students on a student visa, this also means that no enrolment changes will be reported to the Department of Home Affairs, pending the resolution of the appeal.
5. The case manager will respond to the student within 10 working days of acknowledgement. On some occasions due diligence will require additional time. In such circumstances the case manager will communicate directly with the student.
6. The student will receive a written response from the case manager on behalf of the College Executive Team, which will include appropriate action steps, resolutions, or improvements that have been undertaken as a result of the complaint.

3.5 Ongoing Support and Care

Students may bring a support person of their choice to any related meetings.

At any time throughout the review process, students may also access any of the existing student support services without prejudice. Pastoral Care and academic support are managed separately to student complaints, appeals, and disciplinary matters. Should any conflict of interest, real or perceived, exist, the College will take steps to ensure these conflicts are mitigated.

For College Pastoral Care or guidance on available wellbeing services, please reach out to either:

• The allocated Discipleship Group Leader
• The Student Dean
• A member of the College Teaching Staff

For Academic Support please reach out to either:

• The relevant Tutorial Leader
• The Student Support Coordinator
• The Academic Dean

For General / Hillsong Church Pastoral Care, please reach out to:

• A connect group leader
• Age Group or Service Pastor
• A member of the pastoral care team

3.6 Independent Arbitration

If resolution cannot be reached, the student may choose to raise their complaint with an independent arbitration body. Students may pursue independent review at any time.

For international students, the Overseas Students Ombudsman provide complimentary support. Go to https://www.ombudsman.gov.au/complaints/international-student-complaints

For all other students (domestic and online), the National Training Complaints Hotline can be contacted on 13 38 73. This referral service will direct the concern to the most appropriate regulator or authority.

If dissatisfied with the resolution provided by the college, an appeals decision, or the advice provided by an independent agency, the student may escalate the matter to:

Australian Skills Quality Authority (ASQA)
Phone: 1300 701 801
Email: complaintsteam@asqa.gov.au

ESOS Helpline: (02) 6240 5069

Note: This process does not limit a student’s right to take action under Australia’s consumer protection laws.

4.1 Suggestions and Feedback

The College values practical and constructive suggestions for improvement. The following avenues are available to students to provide suggestions and feedback:

• Speak to a member of the Student Leadership Team at your campus
• Speak to a member of the college staff at your campus
• Contact the college via email:
• college@hillsong.com (General)
• collegeoperations.sydney@hillsong.com (Australia)
• collegeoperations.online@hillsong.com (Online)
• collegeoperations.yla@hillsong.com (Young Leaders Academy)
• Any college staff member
• Make an appointment with a college staff member via email or through the College Office.

5. Document & Version Information

Document Title: Student Feedback, Complaints, and Appeals Policy

Version: 2.0                       

Version Approved: Executive Vice President, Hillsong College

Document Authorised by: Executive Vice President, Hillsong College

Document Maintained by: Executive Dean, Hillsong College

Issue Date: April 2026

Review Date: August 2027

Appendix A: Contact Points and Areas of Support

For all concerns, students are encouraged, in the first instance, to contact a staff member. Appointments can be made via email. Please see below for a list of contact points:

Area of Concern	Staff Responsible	Contact
Academic	Tutorial Leader Lecturer Student Affairs Academic Dean	Various Various studentaffairs@hillsong.com julia.cuthbertson@hillsong.com
Finance	Discipleship Group Leader Finance Manager	Various collegefinance@hillsong.com
Accommodation	Accommodation Coordinator	collegehousing@hillsong.com
Student Visa Matters	Admissions Team	admissions@hillsong.com
Student Life	Discipleship Group Leader Operations Manager (Hills and City) Operations Manager (Online) Operations Manager (Young Leaders Academy)	Various collegeoperations.sydney@hillsong.com collegeoperations.online@hillsong.com collegeoperations.yla@hillsong.com
Student Support	Student Support Hills Student Support Online	studentsupporthills@hillsong.com studentsupportonline@hillsong.com
Safe Church	Safe Church Team (Hillsong Church, Australia)	safechurch@hillsong.com
Pastoral Care	Student Dean (College) Pastoral Care Team (Hillsong Church, Australia)	angela.bachtle@hillsong.com pastoralcare@hillsong.com
Executive Team	Executive Dean and General Manager	chris.parkes@hillsong.com