Effective date: 29 July 2026
Last updated: 29 July 2026
Motus Institute is committed to providing learners with a fair, accessible and transparent process for raising concerns and requesting the review of decisions.
This Grievance and Appeals Policy explains:
how learners may raise concerns about Motus Institute, its Services, personnel, instructors, assessors, contractors or other learners;
how learners may appeal decisions that affect them;
how grievances and appeals will be assessed;
the standards of fairness that apply;
the timeframes within which Motus Institute will respond;
the possible outcomes and remedies available; and
the external options that may remain available if a matter cannot be resolved internally.
The purpose of the policy is to ensure that concerns are heard, relevant decisions are reviewed and mistakes are corrected where appropriate.
Motus Institute is operated by:
Tradii, Inc.
A Delaware corporation
Operating the Motus Institute brand
In this policy:
“Motus Institute”, “Tradii”, “we”, “us” and “our” mean Tradii, Inc.;
“learner”, “you” and “your” mean a current, former or prospective learner, customer, programme participant, subscriber or account holder;
“Services” means the Motus Institute website, digital courses, instructor-education programmes, memberships, subscriptions, challenges, assessments, certificates, communities and related services;
“grievance” means an expression of dissatisfaction or concern about an action, omission, experience, person, process or Service; and
“appeal” means a request for the formal review of a decision that affects a learner.
This policy applies to grievances and appeals relating to:
enrolment or refusal of enrolment;
course access;
account restrictions, suspension or termination;
assessment results;
assessment procedures;
requests for reassessment;
course completion;
eligibility for a certificate;
refusal, suspension or revocation of a certificate;
academic integrity or assessment misconduct findings;
learner conduct findings;
community moderation decisions;
alleged discrimination, harassment or unfair treatment;
accessibility concerns;
the conduct of an instructor, assessor, contractor or member of staff;
the conduct of another learner where it relates to the Services;
course content or delivery;
customer support;
subscriptions, payment plans and billing;
refund decisions;
cancellation decisions;
promotional or discount decisions;
privacy concerns;
the administration of a challenge, membership or programme;
alleged breaches of Motus Institute policies;
the handling of a previous grievance; and
any other decision or matter that materially affects a learner’s use of the Services.
A learner may appeal any Motus Institute decision that directly and adversely affects them.
This policy does not ordinarily apply to:
general feedback that does not require investigation or a remedy;
routine customer-service requests that can be resolved without a formal review;
employment grievances raised by Tradii employees or contractors in their capacity as workers;
legal proceedings that have already commenced;
disputes that are subject to a binding settlement;
emergency medical or safety matters requiring immediate assistance;
reports of criminal conduct that should be made to law enforcement; or
technical matters that must be resolved directly by Thinkific, Stripe, PayPal or another third-party provider.
Where a concern falls partly outside this policy, Motus Institute may still consider the parts that relate to its own actions, decisions or responsibilities.
Nothing in this policy prevents a learner from exercising a legal, consumer, privacy or regulatory right.
Motus Institute will administer grievances and appeals according to the following principles.
The process will be reasonably accessible and will not require unnecessarily complex language, extensive documentation or legal representation.
Each matter will be considered fairly, objectively and in good faith.
A person who may be adversely affected by a decision will ordinarily be given:
notice of the relevant concern or allegation;
sufficient information to understand the matter;
a reasonable opportunity to respond;
an opportunity to provide relevant information; and
an impartial decision based on the available evidence.
A person who made the original decision will not determine the appeal of that decision.
Where reasonably practicable, the reviewer will not have been materially involved in the events giving rise to the grievance or appeal.
Grievances and appeals will be acknowledged promptly and ordinarily determined within 30 calendar days after Motus Institute receives the information reasonably required to conduct the review.
The level of investigation will be proportionate to:
the seriousness of the matter;
the potential consequences;
the complexity of the issues;
the reliability of the available evidence; and
any risk to learners or other persons.
Information will be shared only with persons who reasonably need it to assess, investigate, respond to or resolve the matter.
A learner will not be penalised merely for raising a genuine grievance, participating in an investigation or submitting an appeal.
Where a mistake, unfair process, service failure or policy issue is identified, Motus Institute will seek to correct the matter and improve its systems where appropriate.
Similar matters should generally receive consistent treatment, while allowing relevant differences between individual cases to be considered.
Motus Institute will not cancel an enrolment, reduce course access, alter an assessment result or otherwise disadvantage a learner merely because the learner:
made a grievance;
submitted an appeal;
provided evidence;
assisted another learner;
participated in an investigation; or
contacted an external regulator or adviser.
This protection does not prevent Motus Institute from taking action for an independent and legitimate reason, including:
non-payment;
account sharing;
academic misconduct;
harassment;
threats;
fraud;
intellectual-property infringement;
unlawful conduct;
a serious breach of the Terms and Conditions; or
an immediate safety or security risk.
Where appropriate, learners are encouraged to raise concerns informally before commencing a formal grievance.
An informal concern may be submitted to:
The learner should provide:
their name;
the email address associated with their account;
the relevant course, programme or order;
a concise description of the concern; and
the outcome they are seeking.
Motus Institute may attempt to resolve an informal concern through:
clarification;
correction of an administrative error;
restoration of access;
technical assistance;
explanation of a policy or decision;
communication with an instructor or assessor;
reconsideration by the relevant team; or
another practical resolution.
A learner is not required to attempt informal resolution where:
the matter is serious;
the learner feels unsafe or uncomfortable;
the concern involves harassment, discrimination or misconduct;
an important deadline is approaching;
the original decision-maker is the subject of the concern; or
informal resolution has already been attempted.
A learner may proceed directly to a formal grievance or appeal.
A formal grievance is appropriate where:
informal resolution was unsuccessful;
the matter is serious or sensitive;
the learner requests a formal investigation;
the matter involves alleged misconduct;
the concern may affect other learners;
the learner seeks a written determination; or
Motus Institute determines that formal handling is appropriate.
Formal grievances must be submitted to:
Email: [email protected]
Subject line: Formal Grievance
The grievance should include, where available:
the learner’s full name;
the email address associated with the learner’s account;
the relevant course, programme, subscription or order;
the decision, conduct, event or omission being challenged;
relevant dates;
the names or roles of persons involved;
a clear description of what occurred;
steps already taken to resolve the matter;
relevant documents, screenshots or communications;
the effect the matter has had on the learner; and
the outcome or remedy sought.
A grievance will not automatically be rejected merely because some information is missing. Motus Institute may ask the learner for additional information reasonably required to understand and assess the matter.
Motus Institute may accept anonymous grievances.
However, anonymity may limit our ability to:
verify information;
request clarification;
provide procedural fairness to affected persons;
communicate an outcome;
provide an individual remedy; or
conduct a complete investigation.
An anonymous grievance may still be considered where it raises a credible concern regarding:
safety;
harassment;
discrimination;
fraud;
serious misconduct;
systemic problems;
unlawful activity; or
a material risk to learners.
An appeal is a request for Motus Institute to review a decision that directly affects a learner.
Appealable decisions include, without limitation:
an assessment result;
a finding that assessment requirements were not met;
refusal to issue a certificate;
suspension or revocation of a certificate;
a finding of academic misconduct;
refusal of enrolment;
cancellation of enrolment;
account suspension or termination;
removal from a community or programme;
a refund decision;
a billing or payment-plan decision;
a subscription decision;
a grievance outcome;
a decision concerning accessibility or reasonable adjustments;
a finding of learner misconduct;
a decision relating to course completion; and
any other learner-facing decision.
A learner may appeal on one or more of the following grounds:
the decision was based on an error of fact;
relevant evidence was not considered;
irrelevant information materially influenced the decision;
the applicable policy or assessment criteria were incorrectly applied;
the learner was not given a reasonable opportunity to respond;
there was actual or reasonably perceived bias;
the decision-maker had a material conflict of interest;
the process was unfair;
the outcome was disproportionate;
the decision was inconsistent with comparable cases without reasonable justification;
new evidence has become available that could not reasonably have been provided earlier;
an administrative or technical error occurred;
the stated reasons do not support the decision;
the decision conflicts with Motus Institute’s Terms, policies or published programme requirements; or
another substantial reason justifies review.
A learner does not need to use legal terminology. It is sufficient to explain why they believe the decision should be reviewed.
An appeal should ordinarily be submitted within 30 calendar days after the learner receives notice of the original decision.
Motus Institute may accept a late appeal where:
the learner did not receive the decision promptly;
illness, incapacity or serious personal circumstances affected the learner;
relevant evidence became available later;
the learner reasonably attempted informal resolution first;
the delay does not materially prejudice another person;
the decision has continuing consequences; or
fairness otherwise requires the appeal to be accepted.
A delay alone will not necessarily prevent an appeal from being considered.
Appeals must be submitted to:
Email: [email protected]
Subject line: Appeal Request
The appeal should include:
the learner’s full name;
the email address associated with their account;
the relevant course, programme, subscription or order;
the decision being appealed;
the date of the decision;
why the learner believes the decision should be changed;
the outcome sought;
relevant evidence; and
any circumstances explaining a late appeal.
Where possible, the learner should attach the original decision or identify the communication in which it was provided.
Motus Institute will ordinarily acknowledge a formal grievance or appeal within five business days.
The acknowledgement may:
confirm receipt;
identify the person or role responsible for the matter;
request additional information;
explain the next steps;
confirm the expected review period;
identify any immediate measures taken; and
explain whether the original decision remains in effect during review.
An acknowledgement is not a determination of the merits of the matter.
After receiving a formal grievance or appeal, Motus Institute may conduct an initial assessment to determine:
the issues requiring review;
whether the matter falls within this policy;
whether immediate action is required;
whether additional information is needed;
whether another policy or process is more appropriate;
whether related matters should be considered together;
whether any person has a conflict of interest;
whether a temporary protective measure is appropriate; and
the appropriate level of investigation.
Motus Institute may contact the learner to clarify the scope of the matter.
Motus Institute may take temporary action while a grievance or appeal is being reviewed where reasonably necessary to:
protect a person’s safety;
protect confidential information;
prevent harassment or retaliation;
preserve evidence;
maintain the security of the Services;
prevent account misuse;
protect intellectual property;
prevent fraud;
maintain the integrity of an assessment; or
reduce a material business or legal risk.
Interim action is not a final finding.
Possible interim measures include:
temporarily restricting communications between parties;
temporarily suspending community access;
preserving course or account records;
extending an assessment deadline;
pausing enforcement of a non-urgent decision;
assigning an alternative assessor;
temporarily restricting an account where a security risk exists; or
taking another proportionate step.
Unless Motus Institute decides otherwise, the original decision remains in effect while the appeal is under review.
Motus Institute may pause or modify the effect of the original decision where:
the appeal raises a credible issue;
continuing the decision could cause disproportionate harm;
the decision affects an imminent assessment or deadline;
course access can safely continue;
a temporary arrangement is practical;
fairness supports a pause; or
applicable law requires it.
A decision to maintain, pause or modify the original outcome during review does not determine the appeal.
A grievance or appeal will be assigned to a person with appropriate authority and knowledge.
The reviewer may be:
a senior Tradii representative;
a manager;
a senior instructor or assessor;
a person from another business function;
an independent contractor;
an external subject-matter expert; or
an independent external reviewer.
A person must not determine an appeal if they:
made the original decision;
are the subject of the grievance;
have a material personal interest in the outcome;
have a close personal relationship with a party that could reasonably affect impartiality; or
have otherwise been materially involved in the matter in a way that creates actual or reasonably perceived bias.
A learner who reasonably believes the assigned reviewer has a conflict may raise that concern with Motus Institute.
Motus Institute will assess the concern and appoint another reviewer where appropriate.
The reviewer may take any reasonable steps necessary to assess the grievance or appeal, including:
reviewing account records;
reviewing course-progress information;
reviewing assessment criteria;
reviewing submitted assessments;
reviewing emails and customer-support communications;
considering screenshots or documents;
obtaining information from instructors, assessors, staff or contractors;
obtaining information from Thinkific or another service provider;
speaking with the learner;
giving another affected person an opportunity to respond;
obtaining subject-matter expertise;
comparing the decision with published policies;
reviewing similar previous cases for consistency; and
considering applicable contractual, consumer and privacy obligations.
The review may be conducted through written submissions, telephone, videoconference or another reasonable method.
A formal hearing is not ordinarily required.
Where a grievance includes allegations against another person, Motus Institute will ordinarily provide that person with sufficient information to understand and respond to the substance of the allegations.
This does not necessarily require Motus Institute to disclose:
the grievance in its original form;
the complainant’s contact information;
information irrelevant to the allegation;
legally privileged information;
confidential business information;
information that could create a safety risk; or
another person’s personal information where disclosure is unnecessary.
The person responding to an allegation will be given a reasonable opportunity to provide relevant information before an adverse finding is made.
Where an appeal concerns an assessment or certification decision, the review may include:
confirming that the correct assessment criteria were used;
confirming that the submitted work was properly accessed and reviewed;
checking for technical or administrative errors;
checking that all required assessment components were considered;
reviewing written assessor feedback;
considering whether the learner received clear instructions;
considering any approved accessibility adjustment;
arranging review by another qualified assessor;
requesting clarification from the original assessor; and
allowing reassessment or resubmission where appropriate.
The original assessor may provide information about the decision but will not make the final appeal determination.
A second assessor is not required to award a pass merely because the learner disagrees with the original result. The second assessor will apply the relevant assessment criteria independently.
Possible outcomes of an assessment appeal include:
confirming the original result;
changing the result;
correcting an administrative error;
arranging reassessment;
permitting resubmission;
providing additional feedback;
providing a reasonable adjustment;
appointing another assessor; or
withdrawing an invalid result and conducting a new assessment.
Where an appeal concerns a refund, payment plan, charge, renewal or subscription, the reviewer may consider:
the offer presented at purchase;
checkout disclosures;
the Terms and Conditions accepted;
the applicable refund policy;
account-access records;
course usage;
payment records;
cancellation records;
communications between the learner and Motus Institute;
evidence of technical error;
whether the charge was authorised;
whether the Service was supplied as represented;
applicable consumer rights; and
any exceptional circumstances.
Possible outcomes include:
confirming the original decision;
providing a full or partial refund;
correcting a duplicate or incorrect charge;
cancelling future recurring payments;
reinstating a subscription;
providing replacement access;
extending access;
adjusting a payment plan where agreed;
correcting account records; or
providing another appropriate remedy.
Nothing in this policy limits a consumer right that cannot lawfully be excluded.
Where an appeal concerns suspension, termination, removal from a community or a finding of misconduct, the reviewer may consider:
the conduct alleged;
the applicable policy;
communications and platform records;
the seriousness of the conduct;
whether the conduct was intentional;
previous warnings;
the impact on other users;
safety and security concerns;
whether a less restrictive measure was available;
any explanation provided by the learner; and
whether the original response was proportionate.
Possible outcomes include:
confirming the original decision;
withdrawing the decision;
reinstating access;
replacing termination with a warning;
imposing a temporary restriction;
imposing reasonable participation conditions;
requiring removal of prohibited material;
restoring community access;
providing a final warning; or
taking another proportionate action.
A learner who requires assistance accessing the grievance or appeal process may request a reasonable adjustment.
Depending on the circumstances, an adjustment may include:
accepting a verbal grievance that is documented by Motus Institute;
allowing additional time;
using plain-language communications;
allowing a support person;
accepting information in an alternative format;
arranging communication by telephone or videoconference;
breaking the process into manageable stages; or
providing another reasonable procedural adjustment.
A reasonable adjustment does not require Motus Institute to:
change the essential academic or competency standard;
guarantee a particular outcome;
accept academic misconduct;
compromise safety;
fundamentally alter a Programme; or
impose an unjustifiable burden.
A learner may be assisted by a support person or representative.
The support person may:
help the learner prepare information;
attend a meeting;
provide emotional or practical support; and
assist the learner in understanding the process.
Unless authorised by the learner and accepted by Motus Institute, a support person may not:
answer all questions on the learner’s behalf;
disrupt the process;
intimidate another person;
record a meeting without permission; or
act in a way that prevents a fair review.
Motus Institute may require written authority before discussing personal information with a representative.
Learners are not required to engage a lawyer.
The reviewer may consider any information that is reasonably relevant and reliable.
The process is administrative and is not bound by formal court rules of evidence.
Relevant information may include:
written communications;
account records;
course records;
assessment submissions;
screenshots;
recordings lawfully obtained;
transaction records;
witness accounts;
policies and published requirements;
technical records; and
information from service providers.
The reviewer will consider:
the reliability of the information;
whether it is supported by other evidence;
whether the source had direct knowledge;
whether there are material inconsistencies;
whether a person had an opportunity to respond; and
whether the information is sufficient to support a finding.
Unless applicable law requires another standard, factual findings will be made on the balance of probabilities.
This means the reviewer will decide whether it is more likely than not that the relevant event occurred.
More serious allegations may require stronger and more persuasive evidence before an adverse finding is made.
The reviewer will not uphold a grievance or appeal based only on speculation, suspicion or disagreement unsupported by relevant information.
Motus Institute will ordinarily issue a written determination within 30 calendar days after receiving the grievance or appeal and the information reasonably required to review it.
The 30-day period may begin after Motus Institute receives requested information where the matter cannot reasonably be assessed without that information.
Motus Institute will seek to avoid unnecessary delay.
Where a matter cannot be completed within 30 calendar days because of exceptional circumstances, Motus Institute will notify the learner before the period expires and explain:
why additional time is required;
what steps remain outstanding;
whether information is required from the learner;
any interim action being taken; and
the revised expected decision date.
Exceptional circumstances may include:
substantial complexity;
serious misconduct allegations;
multiple affected persons;
delay by a third-party platform;
difficulty obtaining necessary records;
unavailability caused by illness or emergency;
a related legal or regulatory process; or
the need for independent expertise.
An extension will be limited to the period reasonably required to complete a fair review.
The learner will ordinarily receive a written outcome explaining:
the grievance or appeal considered;
the material information reviewed;
the findings made;
the reasons for the decision;
whether the grievance or appeal was upheld in full, upheld in part or not upheld;
any remedy or corrective action;
any action required from the learner;
when the outcome will take effect;
whether a further internal review is available; and
any relevant external options.
The written outcome may omit or summarise information where disclosure would:
breach another person’s privacy;
expose confidential business information;
reveal legally privileged advice;
create a safety or security risk;
compromise another investigation; or
be unlawful.
Where information is withheld, Motus Institute will seek to provide enough information for the learner to understand the essential reasons for the decision.
A grievance or appeal may result in:
confirmation of the original action or decision;
correction of an error;
withdrawal or variation of a decision;
a new assessment;
reassessment by another assessor;
amended assessment feedback;
issue or reinstatement of a certificate;
withdrawal or correction of a certificate;
reinstatement of course or account access;
extension of course access;
a refund or partial refund;
correction of a charge;
cancellation of future recurring payments;
correction of account or course records;
an apology;
clarification of a policy;
additional learner support;
a reasonable adjustment;
staff or contractor training;
changes to course information or procedures;
changes to a policy;
a warning or conduct requirement;
disciplinary or contractual action concerning another person;
referral to another provider or authority;
no further action; or
another proportionate remedy.
A learner will not necessarily be informed of confidential employment, disciplinary or contractual action taken against another person.
Where an appeal concerns the outcome of a formal grievance, Motus Institute may arrange a further review by a senior person or an independent reviewer who was not involved in the original matter.
A request for further internal review should ordinarily be submitted within 14 calendar days after the learner receives the formal outcome.
The request should identify:
a material factual error;
a procedural failure;
relevant information that was not considered;
actual or reasonably perceived bias;
a disproportionate outcome; or
another substantial reason why further review is justified.
A further review is not a complete rehearing merely because the learner disagrees with the outcome.
Motus Institute may decline a further review where:
the request raises no new or material issue;
the same matter has already received an independent review;
the request is abusive or made solely to cause delay;
the requested outcome is outside Motus Institute’s control; or
no reasonable basis for further review is identified.
A learner who remains dissatisfied may seek independent advice or use an external complaint or dispute-resolution process that is available to them.
Depending on the nature of the issue and the learner’s location, external options may include:
a consumer-protection agency;
a privacy or data-protection regulator;
an anti-discrimination or human-rights body;
a payment provider;
a card issuer;
an external mediator;
an independent dispute-resolution service;
a small-claims court;
another court or tribunal; or
another regulator with jurisdiction over the matter.
Motus Institute’s instructor-education programmes are private education programmes unless expressly stated otherwise. Motus Institute does not represent that it is a university, government licensing authority or registered vocational education provider merely by maintaining this grievance and appeals process.
Using this policy does not prevent a learner from exercising a legal right or contacting an external body.
However, an external agency may expect the learner to attempt to resolve the matter directly with Motus Institute first.
Any formal dispute between a learner and Tradii may also be subject to the governing-law, informal-dispute-resolution and arbitration provisions in the Motus Institute Terms and Conditions.
Motus Institute does not charge a fee for submitting or internally reviewing a grievance or appeal.
A learner is responsible for their own costs if they choose to obtain:
legal advice;
professional representation;
an expert report;
independent assessment; or
an external dispute-resolution service that charges a fee.
Where Motus Institute appoints an external reviewer as part of its own internal process, Motus Institute will ordinarily pay the reviewer’s fees.
This section does not alter any legal right to recover costs.
Grievances and appeals will be handled in accordance with the Motus Institute Privacy Policy and applicable law.
Information may be accessed or disclosed to:
the assigned reviewer;
authorised Tradii personnel;
instructors or assessors;
the person whose conduct is in question;
witnesses;
legal or professional advisers;
Thinkific or another relevant service provider;
an independent reviewer;
an insurer;
a regulator or authority; or
another person where reasonably necessary to investigate or resolve the matter.
Motus Institute cannot guarantee complete confidentiality where disclosure is necessary to:
investigate the matter;
provide procedural fairness;
protect safety;
obtain relevant evidence;
comply with law; or
implement an outcome.
Participants in the process should respect the privacy of others and avoid unnecessary public disclosure while the matter is under review.
This does not prevent a person from:
obtaining confidential advice;
speaking with a support person;
reporting a matter to an authority;
exercising a legal right; or
taking reasonable steps to protect their safety.
Motus Institute may retain records of:
the grievance or appeal;
supporting information;
communications;
investigation steps;
findings;
the written outcome;
any remedy;
any internal review; and
actions taken to improve systems or policies.
Records will be stored and retained in accordance with the Motus Institute Privacy Policy, applicable legal obligations and legitimate business needs.
Access will be restricted to persons with a reasonable need to know.
Grievance and appeal records will not ordinarily appear on a learner’s certificate or public course record.
Learners are expected to raise concerns honestly and respectfully.
A grievance or appeal will not be rejected merely because:
it is unsuccessful;
the learner is mistaken;
the learner is emotional;
the matter is difficult to prove; or
Motus Institute disagrees with the learner.
However, Motus Institute may restrict or discontinue a process where a person:
knowingly provides false or fabricated evidence;
threatens or harasses another person;
repeatedly submits the same matter after it has been finally reviewed without new information;
uses the process primarily to intimidate, disrupt or retaliate;
publishes another person’s private information unlawfully;
refuses to engage with reasonable procedural requirements; or
otherwise seriously abuses the process.
Before restricting a person’s use of the process, Motus Institute will ordinarily provide notice of the concern and a reasonable opportunity to correct the conduct.
A restriction will be proportionate and will not prevent the reporting of a genuinely new or serious matter.
A learner may withdraw a grievance or appeal by notifying Motus Institute in writing.
Motus Institute may nevertheless continue reviewing a matter where it raises concerns about:
safety;
discrimination;
harassment;
fraud;
unlawful conduct;
systemic problems;
academic integrity;
the reliability of certificates; or
a material risk to other learners.
Where appropriate, Motus Institute will notify the learner if the matter will continue after withdrawal.
Two or more learners may raise a shared grievance.
Motus Institute may consider related grievances together where this is fair, efficient and does not unreasonably disclose personal information.
A grievance may also result in a broader review where it indicates:
recurring technical failures;
misleading course information;
inconsistent assessment;
repeated billing errors;
accessibility barriers;
inappropriate conduct;
inadequate support;
systemic discrimination; or
another issue affecting multiple learners.
Motus Institute may take corrective action even where no individual remedy is required.
Some aspects of the Services are delivered through third-party providers, including Thinkific, Stripe, PayPal, Mailchimp, Kit, Meta and Google.
Where a grievance or appeal concerns a third-party system, Motus Institute may:
investigate information available to us;
contact the provider;
request technical records;
submit a support request;
correct settings under our control;
provide reasonable assistance; or
direct the learner to a process operated by the provider.
Motus Institute cannot guarantee a particular outcome where the decision or technical function is controlled independently by a third party.
We will not represent that a matter is outside our responsibility merely because a provider is involved. We will assess the aspects that reasonably fall within Tradii’s control or responsibility.
This policy should be read together with:
the Motus Institute Terms and Conditions of Use;
the Motus Institute Privacy Policy;
the applicable course or programme description;
any assessment requirements;
any refund or cancellation policy;
community guidelines; and
other policies presented in connection with the Services.
If this policy conflicts with a mandatory legal right, the mandatory right prevails.
If this policy conflicts with the Motus Institute Terms and Conditions on a formal legal dispute, the Terms and Conditions will apply to the extent of the conflict, subject to mandatory law.
Motus Institute may review grievance and appeal records to identify:
recurring issues;
inconsistent decisions;
assessment problems;
unclear course information;
technical failures;
accessibility barriers;
staff or contractor training needs;
opportunities to improve customer support; and
necessary policy changes.
Where appropriate, Motus Institute may implement corrective or preventive action.
Information used for business analysis will be aggregated or de-identified where reasonably practicable.
Motus Institute may update this policy to reflect:
changes to the Services;
changes to assessment procedures;
new technology providers;
operational improvements;
legal or regulatory developments;
changes to business ownership or structure; or
lessons learned through grievance and appeal reviews.
The updated policy will display a revised “Last updated” date.
Changes will apply prospectively and will not be used to unfairly alter the process for a grievance or appeal already under formal review.
Informal concerns, formal grievances and appeals may be submitted to:
Tradii, Inc. – Motus Institute
Email: [email protected]
Use one of the following subject lines:
Customer Support for routine enquiries;
Formal Grievance for a formal complaint; or
Appeal Request for review of a learner-facing decision.
Please include the email address associated with your Motus Institute account and any relevant order, course or programme details.
By maintaining this policy, Motus Institute commits to:
taking genuine concerns seriously;
providing a meaningful opportunity to be heard;
reviewing relevant decisions impartially;
correcting mistakes where identified;
providing reasons for formal outcomes;
protecting learners from retaliation;
respecting privacy;
completing reviews within the stated timeframes wherever reasonably possible; and
using grievances and appeals to improve the learner experience.
