Standard 10 - Complaints and appeals
- Student Appeal Policy
- Student Appeal Procedure
- Appeals to the University Appeals Committee
- Pre-enrolment Appeal Procedure
- Student Grievance Policy
- Student Grievance Procedure
- Printable PDF Version
To provide the University and its students with a clear set of principles in relation to student grievances.
Means repeated, unreasonable behaviours directed towards a student or a group of students that creates a risk to health and safety, including but not limited to:
|Complainant:||Means the student lodging the Grievance.|
Means unfair or less favourable treatment based on the following actual or assumed personal characteristics as defined under Commonwealth and State laws:
This definition includes direct and indirect Discrimination.
|Direct discrimination:||Occurs if a person is treated less favourably than another person would be treated in the same or similar circumstances, on the basis of an attribute as listed above.|
|Grievance:||Means a complaint of a behaviour or action which has or is likely to have an unreasonable negative impact on the student in relation to their studies and/or University life, including bullying and/or discrimination.|
|Indirect discrimination:||Occurs if there is an requirement, condition or practice that is unreasonable and that people with a particular attribute cannot meet.|
|Party:||Means the Complainant and/or Respondent.|
|Principles of Natural Justice:||
Means general procedural fairness in the handling of a Grievance that involves all the following elements:
|Respondent:||Means the person(s) against whom the Grievance has been lodged.|
|Student:||Means any person enrolled as a student of the University. This includes full-time, part-time, block-mode or distance education students, and those enrolled at partner providers.|
The University is committed to providing a fair, safe and productive environment for all students and staff members, but recognises that from time to time, students may have grievances about their experience at the University. This feedback is welcomed, and is an important tool for monitoring and improving the University’s overall performance. In all instances, the University will respond to grievances in a way that contributes to the University’s supportive and fair learning environment, and consistent with the principles of fairness, equal opportunity and natural justice.
At all stages of the Student Grievance Procedure, the University is committed to:
- an accessible, impartial, fair and equitable process;
- transparency and consistency;
- informal resolution of grievances wherever possible, and the creation and maintenance of harmonious and productive working relationships; and
- privacy and confidentiality, including compliance with all applicable privacy legislation and University policies.
The University will consider grievances in a timely manner, while keeping the parties fully informed of the progress of the matter.
All staff and students are expected to cooperate in the Student Grievance Procedure fully, openly and in good faith, with the aim of reaching an amicable and productive resolution. Intimidating, harassing, threatening, offensive or vexatious behaviour will not be tolerated. Any student who uses the Student Grievance Procedure to make a frivolous or vexatious complaint may be subject to disciplinary proceedings.
The University reserves the right to decline to investigate a complaint, including but not limited to circumstances where another process is more appropriate, or where the issue is not sufficiently connected with the University.
Where applicable, the student may make a Protected Disclosure about the conduct of the University or a University employee or contractor, directly to the Independent Broad-based Anti-corruption Commission (IBAC).
The University takes grievances seriously, and considers the successful resolution of grievances to be an important indicator of its overall performance. Regular reviews of grievances patterns and subject matter should be conducted, and steps will be taken at an administrative level to remedy policies, procedures and/or practices that are in need of improvement. All reasonable steps will be taken to ensure complainants are not adversely affected by a complaint made by them, or on their behalf.
Ground for grievances include, but are not limited to:
- The University failed to provide the student with sufficient or appropriate resources.
- The student was affected by a decision made without sufficient consideration of facts, evidence or circumstances.
- The student was affected by a failure to adhere to appropriate or relevant published policies and procedures.
- A penalty applied to the student was unduly harsh or inappropriate.
- The student was affected by improper or negligent conduct, including bullying.
- The student was affected by unfair treatment, prejudice or bias.
Grievances may be lodged in relation to administrative and/or academic issues, but University legislation, policies and decisions of the Council will not be subject to the Student Grievance Procedure.
The Deputy Vice-Chancellor, Engagement (as the delegate of the University Council) has overall responsibility for the implementation and review of this policy.
All Staff within the University whose role involves dealing with students should, where they receive requests for information relating to grievances, provide information in accordance with this and other established policies and procedures of the University. Each staff member is required to ensure that all information provided to students is accurate and complete.
Queries about the Student Grievance Policy or Procedure should be directed to the Grievance Officer in the relevant School or Portfolio. Contact information for Grievance Officers may be obtained from the University website.
- Commonwealth Age Discrimination Act 2004.
- Commonwealth Disability Discrimination Act 1992.
- Commonwealth Education Services for Overseas Students Act 2000.
- Commonwealth Racial Discrimination Act 1975.
- Commonwealth Sex Discrimination Act 1984.
- Victorian Charter of Human Rights and Responsibilities Act 2006.
- Victorian Equal Opportunity Act 2010.
- Victorian Freedom of Information Act 1982.
- Victorian Occupational Health and Safety Act 2004.
- Victorian Ombudsman Act 1973.
- Victorian Privacy and Data Protection Act 2014.
- Victorian Protected Disclosure Act 2012.
- Victorian VRQA Guidelines to Minimum Standards 2016
- Student Grievance Procedure.
- Bullying Prevention and Management Policy.
- Bullying Prevention and Management Procedure.
- Discriminatory and Sexual Harassment Complaint Procedure.
- Equal Opportunity and Valuing Diversity Policy.
- Australian Quality and Training Framework Standards.
- Department of Education, Science and Training’s National Complaints Code: National Code of Good Practice for Responding to Complaints about Vocational Education and Training Quality.
- Protected Disclosures Procedure.