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Need advice?
Students with a grievance may wish to consult with a Student Grievance Adviser to assist with the resolution process. |
Student Grievance Resolution Process
Stage 1: Informal discussion
The first stage is intended to provide an opportunity for grievances to be resolved quickly at the local level, with the fewest people possible involved, and to avoid the grievance escalating in scope and impact.
- Time frames
Note that there are specific time frames for the Stage 2 process of the Student Grievance Resolution process. Consequently it is important to act promptly on your grievance at Stage 1. - Rights and responsibilities
Please refer to the rights and responsibilities of all parties involved in Stage 1 of the Grievance Resolution process before proceeding.
Process
Contact
The student contacts the person responsible for the grievance with details of the grievance. Contact may be by phone, in person, or by email.
| Example 1 | Example 2 | Example 3 | |
|---|---|---|---|
| Grievance | Student is dissatisfed with an assessment grade | Student is dissatisfied with the decision about a fee or Student Contribution refund | Student feels they are being treated unfairly by a staff member or another student, such as actions or behaviour that may constitute bullying, harassment, discrimination or vilification |
| Action | Student contacts the person who marked the assessment to discuss their grievance with the grade | Student contacts the person who signed the letter recording the decision to discuss their grievance about not receiving a refund | Student contacts the person(s) to explain how the actions are affecting them, and request that those actions be modified or stopped. For more information about unfair treatment, see the Fair Treatment Policy |
Students are strongly advised to seek advice from a Student Grievance Adviser, to help them with strategies for dealing with the grievance informally and quickly. This applies particularly if the student is uncomfortable about attempting to resolve the grievance directly with the person involved or responsible.
An alternative to discussion with the person responsible is to write to that person, with details of the grievance. Again, Student Grievance Advisers can provide help and assistance.
Response
The person responsible for grievance follows up with the aggrieved student and indicates what action will result from the contact.
Possible actions may include:
- person responsible agrees to resolution proposed
- person responsible agrees to reconsider and inform student of outcome within a specified time frame
- person responsible disagrees with student proposal but alternative resolution is proposed and accepted
- person responsible disagrees with student proposal but explanation for original decision/action accepted by student
- no agreement between person responsible and student
The next step
Student decides whether to:
- take no further action
- make comments or suggestions for an improvement to a University process or facility, without pursuing grievance
- proceed to Stage 2 of the Student Grievance Resolution Process
