Policy Number: 3.40.10
Contact Officer: Academic Registrar
Date Approved by Senate: 20/11/2008
Date last Amended: 28/8/2007
Date for Next Review: 20/11/2011
Related Policies: 3.30.1, 3.40.1, 4.60.2

Overview

1.Following a review of student grievance processes conducted in 1998, an implementation report on Student Grievance Resolution: Strategies for Improvement was developed. The policy and procedures below, reflect practically and philosophically the expectations and responsibilities of both the University and its students, as set out in the Student Charter and the Postgraduate Research Student Charter

Description

2. The Policy

2.1 The University approaches student grievance resolution, and devises student grievance resolution processes, according to the following guiding principles:

the resolution of student grievances will be handled informally where possible;
student grievances will be addressed as close as possible to the source of student dissatisfaction;
grievances will be resolved expeditiously, with due regard to legislative requirements[1] and with due regard for confidentiality as endorsed in the University’s Privacy Management Policy. Students should feel secure in the knowledge that they will not suffer any form of disadvantage as a result of making a complaint;
student grievance processes will promote the principles of natural justice and students will be treated equitably;
effective, reciprocal communication and feedback will underpin the relationship between students and the University;
grievances will be regarded by staff as valuable input to the continuous improvement of programs, policies, procedures and services, and monitored and acted upon accordingly; and
grievance procedures and the support available to students will be widely publicised to facilitate access to the grievance resolution process.

3. Administrative Procedures

3.1 Student grievance resolution processes seek to facilitate the informal resolution of grievances as close as possible to the source of student dissatisfaction, though there will be instances when either students will formally appeal decisions or a grievance needs to go to a higher authority for resolution. It should also be noted that a student’s initial communication with the University may be directed to any member of staff at any level. Rather than consulting the relevant lecturer about an assessment issue, for example, a student may write directly to a senior executive. When this occurs, the senior staff member should use his or her discretion in relation to dealing personally with the grievance or redirecting it to the staff member who might more appropriately and effectively deal with the matter.

3.2 Grievance Resolution Processes

The following represents the sequences which students should follow in having a grievance addressed by the University, or when appealing a decision made with regard to a particular matter. While students are free to address their grievance to any individual or body identified as having a responsibility in relation to a particular category of grievance, they should be encouraged, in the first instance, to attempt to resolve the matter informally with the individual closest to the source of the grievance.

A flowchart depicting stages in the grievance resolution process is provided in pdf format.

Where a student has lodged a formal grievance or appeal, the process to resolve the grievance should commence no later than 10 days after receipt by the University of the grievance or appeal, and all reasonable measures should be taken by the decision-maker to ensure the matter is finalised as soon as practicable.

4.Support for Students

4.1 The University encourages students to seek advice on grievance mechanisms from Student Union staff. Representatives of the Student Union may play an advocacy role from time to time. Staff of the University’s Student Services can provide students with documentation attesting to circumstances that should be taken into account by the University.

4.2 Where students initiate meetings to resolve grievances informally with University staff, or are invited to attend meetings for this purpose, students may request the presence of an impartial person to attend with them, in addition or in preference to a representative of the Student Union. The role played by this person should be as a neutral witness to the discussion.

[1] For example, Standard 8 of the National Code requires the process to commence within 10 working days and to be finalised as soon as practicable