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Complaints

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Australian Music Examinations Board (AMEB) (Qld) is a part of the Queensland Government's Department of Education. As such, all complaints received are processed in line with their Customer complaints management framework (PDF, 174KB), policy (PDF, 364KB) and procedure (PDF, 376KB).

Exam results

Most complaints received by AMEB (Qld) concern examination results.

Every effort is made to make each exam a satisfying and valuable experience. However, enrollers and candidates are reminded that exams must be conducted under strict examination conditions.

AMEB (Qld) examiners are professionals in their field and are highly trained to conduct quality assessments and provide informative examination reports.

The examiners assess the performance they hear on the day of the exam against the regulations, grading descriptors and objectives for the grade, outlined in the relevant Manual of Syllabuses for the year the exam is conducted.

We understand that receiving an unexpected result may lead to disappointment given the dedication and many hours of practice that goes into preparing for an exam. However, the examiners bring their professional judgement to bear based on the candidate's performance under exam conditions on the day.

All exam result complaints are reviewed by AMEB's Principal Examiners' of Music and Speech, who are the persons appropriately skilled and experienced to conduct exam reviews and to uphold or overturn the result awarded by the original examiners. The Principal Examiners' reviews conduct examination result reviews on the basis of whether the written report is consistent with the current syllabuses.

Complainants should note that when a candidate's grade is submitted for review by the Principal Examiner, the original grade can be upheld, upgraded or downgraded.

Early resolution

AMEB (Qld) tries to resolve all customer complaints quickly at the point of service.

If a complaint concerns an examination result, AMEB (Qld) staff may assess the following aspects in trying to resolve the complaint:

  • whether a material procedural error was made
  • whether studio facilities or AMEB (Qld) equipment had a direct and substantive adverse effect on the candidate's performance
  • if there was a discrepancy between the examiner's written comments and the result awarded in relation to the published criteria
  • whether the examination report was inconsistent with the syllabuses objectives.

To resolve complaints, AMEB (Qld) will inform the original examiner about the complaint and seek further information from them.

Please note that previous awards, performances or examination results, external professional opinions, nor comparisons with other candidates who have sat the same exam are not relevant when a candidate's exam result is reviewed.

AMEB (Qld) staff may request further information from the complainant about the allegations to help assess the complaint and ask that it be put in writing.

Complainants have certain obligations when making a complaint, including:

  • providing a clear idea of the problem and the desired outcome
  • providing all relevant information when the complaint is made
  • understanding that complex complaints can take time to review
  • informing AMEB (Qld) of changes affecting the complaint, including telling AMEB (Qld) when no further action is required
  • co-operating in a respectful way with AMEB (Qld) staff, and understanding that unreasonable conduct will not be tolerated.

Internal review

If a complainant remains dissatisfied with the outcome of their complaint, they may seek an internal review. An internal review must be requested within 28 working days of receiving the complaint outcome, and will be conducted by an independent departmental executive. It is important to understand that an internal review is not a re-investigation of the original complaint. It is a review of how AMEB (Qld) managed your complaint. It will not, for example, alter the result a candidate received.

Should a complainant request an internal review, they must provide a clear idea of the problem they have with the outcome of the complaint management process and the desired solution. They are also required to provide all relevant information when requesting the review. Complex internal reviews can take time, so it is important that you inform AMEB (Qld) of changes affecting the review including if a review is no longer required.

External review

If the complainant remains dissatisfied with the outcome after an internal review, they may seek an external review with the Queensland Ombudsman or other relevant authority.

Read more information about the department's customer complaints process.

To make a complaint, please email complaints.AMEB@qed.qld.gov.au.

Reassessment of written (theory) papers

Teachers and candidates are able to apply for a re-evaluation of a written examination result (Theory of Music, Musicianship, Music Craft and Speech and Performance Theory). The request must be made in writing to the state manager and be accompanied by the prescribed fee.

Please note: When a paper is submitted for re-evaluation, the original mark can increase, decrease or remain the same. In the event that a re-evaluation of the examination leads to an upward adjustment of the grade awarded, the re-evaluation fee will be refunded.


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Last updated 24 January 2020