It is important that:
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- the student has read and understood the relevant materials (eg. the relevant policy, Unit Outlines) before proceeding;
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- all matters are discussed as quickly as possible and close as possible to the source of the problem;
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- there are grounds for the complaint/appeal, as defined in the relevant policy/regulations.
The accompanying chart illustrates some of the concerns that might arise for students of the University, the relevant policies, and appropriate channels of escalation. It should be noted that complaints/appeals should be made in writing to the relevant University officer.
It must be understood that not every concern can be answered to each complainant’s satisfaction; there will be occasions when the University, in following its procedures, legitimately will not give an affirmative response to a request. The Grievance Management process would only be invoked if there were clear grounds to proceed.
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Subject Matter
|
Relevant Policy/ Regulation
|
Sequence of Contact
|
|
Entry to a course
|
Admissions Policy
Policy for Appeal and Review on Administrative Matters
|
Relevant Manager (ie Admissions Manager)
|
Manager’s supervisor (ie Head, Student Business Services)
|
Academic Registrar
|
|
A School decision that directly affects a student
|
Student Grievance Management Policy
|
Course Co-ordinator
|
Head of School
|
Faculty Dean; student may exercise formal grievance process
|
|
A Faculty decision that directly affects a student
|
Student Grievance Management Policy
|
Head of School
|
Faculty Dean
|
Pro-Vice-Chancellor (Academic Affairs); student may access formal grievance process
|
|
A decision affecting PhD candidature (other than those covered by the Research and Professional Doctorate Degree Regulations)
|
Student Grievance Management Policy
|
Head of School
|
Faculty Dean
|
Pro-Vice-Chancellor
(Research and International); student may access formal grievance process
|
|
Assessment requirements
|
Student Grievance Management Policy
|
Academic staff member concerned
|
Head of School
|
Faculty Dean; student may access formal grievance process
|
|
Academic standards (eg. teaching, supervision, units, workloads)
|
Student Grievance Management Policy
|
Academic staff member concerned
|
Head of School
|
Faculty Dean; student may access formal grievance process
|
|
Subject Matter
|
Relevant Policy/ Regulation
|
Sequence of Contact
|
|
Result in a unit
|
Academic Regulations
|
Lecturer-in-charge of unit
|
Head of School
|
Faculty Board
|
Academic Board
|
|
Termination of enrolment on academic grounds
|
Academic Regulations
|
Course Co-ordinator
|
Head of School
|
Faculty Board
|
Academic Board
|
|
Intellectual property
· for a coursework unit
· for a research unit
|
Intellectual Property Policy or Academic Honesty Policy
|
Lecturer-in-charge of unit
Academic staff member supervising the student’s work
|
Head of School
Head of School
|
Faculty Dean
Pro-Vice-Chancellor (Research and International)
|
Pro-Vice-Chancellor
(Academic Affairs)
Arbitration by the Australian Commercial Disputes Centre (with reference to research work)
|
|
Research ethics
|
National Statement on the Ethical Conduct in Research Involving Humans (1999)
|
Principal research supervisor
|
Chair, Human Research Ethics Committee
|
University Research and Research Training Management Committee
|
|
|
Administration of University policies, procedures
(Choice depends on issue and which policy is applicable)
|
Student Grievance Management Policy
or
Policy for Appeal and Review on Administrative matters
|
Staff member concerned
Decision-maker (Manager of relevant section
|
Manager/Head of relevant section
Head of relevant Division
|
Head of Directorate (eg Academic Registrar, Director of Finance, Dean)
Academic Registrar
|
Executive Director, University Services/ Pro-Vice-Chancellor (Academic Affairs) ; student may access formal grievance process
|
|
For international students
|
ESOS National Code
|
Director, International Office
|
External conciliator appointed for the purpose
|
|
|
|
Availability of or access to central computing facilities
|
Student Grievance Management Policy
|
Staff member concerned
|
Manager/Head of relevant section
|
Director, Information Technology and Communication Services
|
Executive Director, University Services; student may access formal grievance process
|
|
Availability of or access to Library facilities
|
Student Grievance Management Policy
|
Staff member concerned
|
Manager of relevant Library
|
Director, Libraries
|
Pro-Vice-Chancellor (Academic Affairs); student may access formal grievance process
|
|
Sexual harassment
|
Sexual Harassment Policy
|
Sexual Harassment Adviser
|
Equal Opportunity Officer
|
|
|
Page last updated:
2017-06-28
Short url: https://handbook.acu.edu.au/53252
