29We take the same approach to trying to settle a Large Group Complaint as we do when trying to settle any other individual or group complaint: we try to reach an outcome that both parties agree to, but if it becomes clear that this wouldn’t be possible or couldn’t be achieved without extensive negotiations, then we reach our own decision about the outcome of the complaint and an appropriate remedy.
30Additional Rule 12 says, “At any stage during our review we may identify what we consider to be a reasonable resolution to the Large Group Complaint and we may decide to conclude our review on the basis that the higher education provider has agreed to implement the reasonable resolution.” This is similar to Rules 16.1.2 and 16.1.3 which say that we may terminate our review if the provider has satisfactorily dealt with the complaint or has made a reasonable offer to settle it. Additional Rule 12 means that, if we identify a reasonable remedy that fairly resolves the Large Group Complaint, and the provider agrees to implement it, we may decide to conclude our review on that basis, even if not all of the students agree to it.
31Rules 14.6 to 14.11 apply to Large Group Complaints and we expect providers to comply with our Recommendations. Students may decide whether or not to accept the remedy we have recommended.
