Conflict Resolution Policy

At Eco Health Solutions Pty Ltd (trading as Lucinda Curran), we are dedicated to fostering a positive and respectful environment for all our students, parents/guardians, tutors, and stakeholders. This Conflict Resolution Policy outlines our approach to addressing and resolving conflicts that may arise during the course of providing online tutoring services.

1. Policy Purpose

The purpose of this policy is to:

  • Provide a clear, fair, and transparent process for resolving conflicts.
  • Ensure that conflicts are resolved promptly and respectfully.
  • Encourage open communication and mutual understanding between tutors, students, parents/guardians, and other stakeholders.
  • Maintain a high standard of service and a safe, respectful environment for all.

2. Scope

This policy applies to all students, parents/guardians, tutors, staff, and other stakeholders involved in our online tutoring services.

3. Types of Conflicts Covered

Conflicts may include, but are not limited to:

  • Disagreements regarding the quality or method of tutoring services.
  • Miscommunications or misunderstandings between tutors, students, or parents/guardians.
  • Disputes over fees, payment terms, or service delivery expectations.
  • Concerns about inappropriate or unprofessional behaviour.
  • Conflicts related to child safety or online behaviour during tutoring sessions.

4. Conflict Resolution Process

Step 1: Open Communication

  • Informal Discussion: We encourage all parties to first attempt to resolve conflicts informally through direct and respectful communication. This can often prevent escalation and lead to a quicker, amicable resolution.
  • Tutor-Parent/Guardian Discussions: If a conflict involves a student or their performance, parents/guardians are welcome to discuss the matter directly with the tutor. A parent/guardian must always be present or within hearing range during tutoring sessions and is free to observe.

Step 2: Escalating the Conflict

  • If the conflict cannot be resolved informally, or if one of the parties feels uncomfortable with informal discussions, a formal conflict resolution process can be initiated. This process involves:
    • Submitting the conflict details in writing to our CEO, including:
      • A description of the conflict.
      • The parties involved.
      • Any previous attempts to resolve the issue.
      • Desired outcomes.

Step 3: Acknowledgement

  • Once a formal conflict is submitted, we will acknowledge receipt of the submission within 2 business days, providing an overview of the process and a timeline for resolution.

Step 4: Mediation and Resolution

  • The conflict will be reviewed by the designated Conflict Resolution Officer or a neutral party. Mediation will be conducted to facilitate a respectful and constructive conversation between the involved parties. This process may include:
    • Reviewing relevant documentation (e.g., session notes, communications).
    • Consulting all parties to gather a clear understanding of the issue.
    • Proposing mutually acceptable solutions or compromises.
  • Both parties will be encouraged to communicate openly and collaborate toward finding a fair and equitable resolution.
  • A formal response, including the proposed resolution, will be provided within 10 business days of the mediation.

5. Appeals Process

If you are dissatisfied with the resolution, you may appeal to us with your preferred outcome.

You are also able to contact the Australian Tutoring Association (ATA) with your complaint.

6. Child Safety Conflicts

In the event that a conflict relates to child safety concerns:

  • The conflict will be handled with utmost priority, following the principles outlined in our Child Protection Policy.
  • Where required, external authorities such as child protection services or law enforcement will be contacted in compliance with Australian law.

7. Confidentiality

All conflict resolution discussions will be conducted confidentially. Only individuals directly involved in the conflict resolution process will have access to the details. In situations involving child safety, mandatory reporting obligations to external authorities may apply.

8. Conflict Resolution for Online Services

Given that our services are delivered online, the following additional considerations are in place:

  • A parent/guardian must always be present or within hearing range during all tutoring sessions and is encouraged to participate in resolving any concerns that arise.
  • All sessions are governed by the Australian Tutoring Association (ATA) Code of Conduct, ensuring professionalism, respect, and adherence to best practices.

9. Continuous Improvement

We view conflicts as opportunities to improve our services. Feedback and outcomes from conflict resolution will be used to:

  • Improve communication between tutors, students, and parents/guardians.
  • Enhance our service offerings.
  • Update policies and practices to prevent similar issues in the future.

10. Record Keeping

All formal conflicts and their resolutions will be documented and retained for a minimum of 5 years. These records will be securely stored to protect privacy and confidentiality.

11. Contact Information

To raise a conflict or seek further information about this policy, please contact our CEO here.