The Student Complaint Management Policy provides a framework for fair and equitable processes which enable student and prospective student concerns to be addressed as quickly as possible and at a level as close to the source of complaint as possible.
2.1 This policy will apply to the management of complaints arising between parties including:
2.2 This policy applies in all cases other than those addressed in other specific University policies or regulations.
Any matter dealt with under the Student Conduct and Discipline Policy, the Student Appeals Policy or the Staff Code of Conduct is excluded from this policy.
The timelines and associated provisions relating to formal communications contained in the Academic Regulations will apply to communications under this policy.
Terms used in this policy are consistent with the Australian Catholic University Glossary of Terms. In the context of this policy the following terms also apply:
6.1 All actions under this policy are to be based on values that are consistent with the University Mission and to be underpinned by principles of mutual respect and procedural fairness for and by all students, staff and others who may be involved.
6.2 All parties to a complaint have the right to be:
6.3 A person or committee handling a complaint will deal with the matter as expeditiously as possible, consistent with the need to act fairly.
6.4 A person or committee handling a complaint will maintain appropriate confidentiality.
6.5 Students and staff will familiarise themselves with and adhere to all relevant University regulations, associated written procedures and standards of conduct.
6.6 The University will take all reasonable steps to prevent complainants suffering any disadvantage (including through victimisation) as a result of lodging a complaint.
6.7 The University will monitor complaints and take action required to address any underlying causes.
7.1 A student may seek confidential, independent professional advice from the Student Advocacy Service at any stage of a complaint.
7.2 In any discussions or interviews in which a complainant participates during any complaint process under this policy, whether as a complainant or respondent, the complainant may, at their discretion, be accompanied by one other person, other than a person with a qualification in law, whom the complainant designates as their support person.
7.3 A support person may not be a person who was involved in, associated with, or alleged to have been involved in or associated with the subject matter of the complaint.
7.4 A support person may only make submissions on behalf of a complainant if invited to do so by the person or committee dealing with the matter.
8.1 At any time during the process a complainant may withdraw a complaint, by notice in writing to the responsible officer.
8.2 Upon such withdrawal, consideration of the complaint will normally be discontinued.
In any case in which a complaint is found to be frivolous, vexatious or malicious, action may be taken by the University under the Student Conduct and Discipline Policy.
10.1 While complainants are encouraged to resolve any concerns or complaints they may have, nothing in this policy detracts from the right of a student or prospective student to access any other appeal or complaint mechanism available to them as legislated in the relevant State or Territory. If any external process is initiated, the internal appeal or complaint process will be terminated.
10.2 Following exhaustion of internal appeal or complaint management processes, in the case of matters for which there is no specific external independent arbiter, a student can appeal to the University Visitor, who is an independent arbiter, external to the University. Any such appeal must be made in accordance with the Review by the University Visitor of Appeals or Complaints by Students Policy.
Page last updated: 2017-06-29
Short url: https://handbook.acu.edu.au/1282684
Page last updated: 2017-06-29
Short url: https://handbook.acu.edu.au/1282684