Student Information Guide

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GoBooks Online expects that all students will behave towards one another, as well as with staff and other stakeholders of the organisation with integrity, fairness, impartiality, and compassion. Students are entitled to engage in the educational process free from disruptive or inappropriate behaviours. This Code of Conduct ensures that there are clearly defined standards of behaviour and conduct for all enrolled students. By adhering to this Code students will ensure that both they and their peers will be afforded a safe and productive environment in which to study.

This Code of Conduct Policy establishes the standards of behaviour expected by all students of the organisation and is a guide to assisting students in resolving ethical issues that may present themselves during their time at GoBooks Online. This Student Code of Conduct exists to provide a framework upon which behaviour, standards and ethical decision-making can be based.

GoBooks Online expects that all members of the broader Institution community will behave professionally and with respect for others. Therefore, students must not behave in a manner that may be considered disruptive and/or inappropriate by any reasonable standard.

Students are expected to refrain from behaviour that:

 • creates an atmosphere of hostility, intimidation, ridicule, anxiety, or disrespect for others.

 • contradicts published rules, regulations, procedures, or common standards of safety. 

 • endangers or threatens to endanger the health or safety of others.

 • damages, defaces or destroys the Institution’s property.

Furthermore, students are expected to:

 • comply with reasonable direction from the Institution’s authorised representatives. 

 • conduct themselves in a safe and healthy manner. 

 • refrain from utilising social media or product review sites to make any comment or notice 

   that  is defamatory, untrue or in any way contributes to hostility, intimidation, ridicule, 

   anxiety or disrespect for others or the institution.

 • report any discriminatory behaviour, harassment or bullying to a member of staff.

 • follow the Institution’s policies.

Consequently, students are entitled to:

 • be treated fairly and with respect.

 • learn in an environment free of discrimination a harassment.

 • pursue their educational goals in a safe and supportive environment. 

 • expect that their privacy is respected, and their personal information will be kept confidential.

It is expected that in order to perform their studies in accordance with this Student Code of Conduct, students must:

 • Comply with all relevant rules and regulations as outlined in the Student Information Guide.

 • Treat members of the public, employees, clients, other students and all stakeholders 

    with courtesy and respect.

 • Uphold the rights of all employees, clients, other students, and other stakeholders

    at all times.

 • Ensure that they do not engage in discriminatory practices and are sensitive to the 

    needs of others at all times. Discriminatory practices that must never be engaged in 

    whilst a student of the organisation include (but are not limited to):

 • Gender.

 • Marital Status.

 • Pregnancy.

 • Age.

 • Colour.

 • Nationality.

 • Ethnic or Cultural Origin.

 • Physical Impairment or Intellectual Impairment.

 • Sexual Preference.

 • Religious Preferences.

 • Political Preferences.

 • Ensure that they act responsibly when they become aware of, or suspect unethical 

   behaviour, wrongdoing or any act that contravenes this Student Code of Conduct by 

   another student or employee. This may include making a formal complaint to the CEO.

For the purposes of this Student Code of Conduct, ‘Public Comment’ includes public speaking engagements, comments on radio, television, expressing views in correspondence to newspapers, books, journals, websites, posting on social media, including Google, Instagram, or product review websites, or any notices where it can be expected that the publication or circulation of correspondence will or is likely to be distributed to the community at large.

While it is accepted that employees and students of the organisation have a human right to make public comment and enter into public debate on political and social issues, there may be circumstances whereby the comments are being made in a private capacity and at no time should be attributed to, or recognised as, the official public comment of the organisation. 

Students are not to utilise social media or product review sites to make any comment or notice that is defamatory, untrue or in any way contributes to hostility, intimidation, ridicule, anxiety or disrespect for others or the institution.

This Student Code of Conduct is a guide to the expected standards of behaviour for all students of the organisation. Any breaches of the Student Code of Conduct will result in the cancellation of the student’s enrolment.

An effective feedback process informs GoBooks Online about its services and supports the quality of its operations. GoBooks Online will ensure that it has an appropriate internal complaint-handling process that satisfies the following requirements:

1. A process is in place for lodging a formal complaint if the matter cannot be resolved informally, this requires a written record of the complaint to be kept.

2. Each complainant or appellant has an opportunity to formally present his or her case at minimal or no cost to him or herself.

3. Each party may be accompanied and assisted by a support person at any relevant meetings.

4. The complainant or appellant is given a written statement of the outcome, including details of the reasons for the outcome; and

5. The process commences within 10 working days of the formal lodgement of the complaint and supporting information and all reasonable measures are taken to finalise the process as soon as practicable.

If the student chooses to access GoBooks Online complaints processes, GoBooks Online will maintain the student’s enrolment while the complaints process is ongoing. If the student is not satisfied with the result or conduct of the internal complaint handling process, GoBooks Online will refer the student to an existing body (where that body is appropriate for the complaint) or make arrangements, if required, for a person or body independent of and external to the organisation to hear the complaint. If the internal or any external complaint handling process results in a decision that supports the student, GoBooks Online will immediately implement any decision and/or corrective and preventative action required and advise the student of the outcome.

Principles

Any complaint will be handled fairly, recognising the rights of the person making the complaint, GoBooks Online, and the person against whom the complaint is being made. All parties concerned will be treated with courtesy and appropriate confidentiality will be maintained.

GoBooks Online will be transparent and accountable in relation to student complaints by ensuring information about the procedure is widely available and by informing stakeholders about feedback received and actions taken to improve services resulting from analysis of feedback.

At any point, a complaint may be withdrawn by the complainant.

Complaints System

The complaints system is designed to ensure that students are able to present their complaints in a fair and equitable manner. The complaints process will be available to all students of GoBooks Online, including where services are being provided on behalf of GoBooks Online by a third party.

To initiate the complaint process

The student should contact us within 7 days of the issue occurring. The student should lodge their complaint via the Learner Portal or write to the Chief Executive Officer within 21 days. A written complaint should be emailed to service@mymre.com.au. (While not mandatory, it is strongly recommended that the complainant lodges the complaint in writing, and, where possible, using the appropriate form available on our website www.gobooksonline.com.au.)

We will

Acknowledge receipt of the complaint and investigate the matter with all concerned parties

Ensure that the investigation is appropriate to the nature and seriousness of the complaint, calling on external investigators if necessary; and in all cases, the investigation is to be conducted, fairly, openly, and impartially and uphold the principles of natural justice.

We will respond to the complainant in writing within 21 days of receiving the complaint with the results of the investigation. If the complaint requires more than 60 calendar days to resolve, then the complainant will be notified in writing, including being provided a reason why, and will be notified in writing of the progress of the complaint until it is resolved and ensure that results of the investigation include any corrective action necessary to prevent similar complaints and ensure that the changes are implemented