Student Complaints and Appeals

Complaints

After reviewing the operations of the student grievance system for the previous two years, the University introduced the Student Complaints Policy in January 2003 to replace the Policy and Procedures for the Prevention, Handling and Resolution of Student Complaints. Under this policy students can make a formal complaint about the delivery of any academic or administrative service offered by the University.

Complaints are initially handled within the local area responsible for the service or process about which the complaint is being made. If students remain dissatisfied with the local resolution, they may request that it be reviewed by the Student Appeals Committee.

The University treats the complaints it receives seriously, and ensures that the processes involved are clear, prompt, confidential, accountable and fair to all parties. The central aim is to achieve mutually acceptable resolutions based on the principles of natural justice.

The complaints policy and procedures fully comply with the Australian Standard (AS 4269-1995) on Complaints Handling and the Australian Standard (AS 4608-1999) Guide to the Prevention, Handling and Resolution of Disputes.

The Secretariat to the Student Appeals Committee, the committee which makes the final determinations in cases where local resolution of a complaint or grievance is unsuccessful, can be contacted through:

Peter Backhouse
Policy Officer, Student Policy and Appeals
Phone: 8303 7503
Room 530, Kenneth Wills Building (map ref L8 (pdf 465kB))

Peter can help with enquiries from both students and staff relating to how the policy works, what is required before an appeal can be lodged, how the appeal hearing is conducted, how the Student Appeals Committee is constituted, and so on. He can also refer other types of enquiries about student complaints and appeals to the appropriate staff member.

Students requiring assistance in making a complaint or appealing against an administrative or Faculty/School/Department decision are advised to see the Education and Welfare Officers at:

Student Care
Adelaide University Union
Ground Floor, Lady Symon Building (map ref C5 (pdf 465kB))
North Terrace Campus
Phone: 8303 5430

Suggestions

Students can also communicate suggestions, comments or concerns about any service, facility, program or decision of the University, by emailing suggestions@adelaide.edu.au. The details of each suggestion (excluding the student's name/identity) are fed back to the relevant area for comment and actioning, and the student will usually receive an individual response summary from Student Policy and Appeals.

• More student related policies