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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. |
Stage 2: Formal review
Administrative grievances
These are most commonly about matters which are the responsibility of Student Administrative Services; but could include administrative decisions made within faculties, Infrastructure, Property and Technology or the University of Adelaide Library, for example. These decisions are usually made by professional staff rather than academic staff.
- Refunds, remissions, re-credits
- Enrolment
- Scholarships/prizes
- Examinations
- Health and safety
- Services and facilities
- Other
Refunds, remissions and re-credits
Commonwealth-supported domestic students
There are specific procedures provided by Commonwealth law for grievances about decisions related to Commonwealth assistance for domestic students, i.e. decisions on:
- re-credits of Students Learning Entitlements
- remissions of HECS-HELP, OS-HELP or FEE-HELP debts
- refunds of Student Contributions paid upfront
Process for students
Lodge a written request for review
Lodge a written request for review of the decision.
What should the written request include?
The request must:
- contain information and/or documentation additional to that included in the original application, and
- address the reasons provided by the Student Finance Manager in the notification
How quickly must I lodge a grievance?
Within 28 calendar days of the date of receipt of notification of the original decision by the Manager, Student Finance.
With whom do I lodge my grievance?
The Director of Student Administrative Services.
Director, Student Administrative Services responsibility:
- acknowledge receipt of the request for review within five (5) business days of the lodgement of request for review
- make a determination and inform the student or other aggrieved party in the decision in writing within 20 business days of the lodgement of request for review
If a student is not satisfied with the outcome of Stage 2 they may appeal to the Administrative Appeals Tribunal in accord with Stage 4: External review or appeal. By law there is no option for internal appeal (Stage 3).
*Higher Education Support Act 2003, ss. 19-45, 19-50, 19-55, 209-1 and 209-10.
Refunds of tuition fees
International students and fee-paying domestic students
Process for students
This process is for grievances about decisions made in accord with the University's tuition fee refund policies, as outlined on the Student Finance web site.
Lodge a written request for review
Lodge a written request for review of the decision to not refund or only partially refund tuition fees.
What should the written request include?
The request must:
- contain information and/or documentation additional to that included in the original application, and
- address the reasons provided by the Manager, Student Finance in the notification
How quickly must I lodge a grievance?
Within 28 calendar days of the date of receipt of notification of the original decision by the Manager, Student Finance.
With whom do I lodge my grievance?
The Director of Student Administrative Services.
Director, Student Administrative Services responsibilities:
- acknowledge receipt of the request for review within five (5) business days of the lodgement of request for review
- make a determination and inform the student or other aggrieved party in the decision in writing within 20 business days of the lodgement of request for review
This part of the grievance process is compliant with HESA 2003, ss. 19-45, 19-50, 19-55, 209-1 and 209-10.
Enrolment administration
Sometimes students have grievances about the administration of their enrolment details. It is often possible to resolve such grievances by speaking directly with the staff in the Student Centre, or an appropriate staff member in the relevant School or Faculty, in accordance with Stage 1. If a student cannot resolve their grievance by talking to the appropriate person, they may submit a written grievance as part of the Stage 2 process.
Process for students
Lodge a written request for review
Lodge a written request for review with details of the reason for your grievance.
How quickly must I lodge a grievance?
As soon as practicable after the issue of grievance comes to your attention and within 20 business days.
With whom do I lodge my grievance?
This may depend on the nature of the grievance. Usually the appropriate person is either the Manager, Student Administration or the Head of School for the relevant course.
Advice about where to lodge a Stage 2 request for review about enrolment grievances can be obtained from:
Grievance Facilitator responsibility:
- acknowledge receipt of the request for review within five (5) business days of the lodgement of request for review
- make a determination and inform the student of the decision in writing within 20 business days of the lodgement of request for review
Administration of scholarships and prizes
Process
Lodge a written request for review
Lodge a written request for review with details of the reason for your grievance.
How quickly must I lodge a grievance?
As soon as practicable after the issue of grievance comes to your attention and within 20 business days.
Who do I lodge my grievance with?
The Manager of Student Administration, who will:
- acknowledge receipt of the request for review within five (5) business days of the lodgement of request for review
- make a determination and inform the student or other aggrieved party in the decision in writing within 20 business days of the lodgement of request for review.
Administration of Examinations
Process
Lodge a written request for review
Lodge a written request for review with details of the reason for your grievance.
How quickly must I lodge a grievance?
As soon as practicable after the issue of grievance comes to your attention and within 10 business days.
With whom do I lodge my grievance?
The Manager, Student Administration.
Manager, Student Administration responsibility:
- acknowledge receipt of the request for review within five (5) business days of the lodgement of request for review
- make a determination and inform the student or other aggrieved party in the decision in writing within 20 business days of the lodgement of request for review
Health and Safety
Process
Where there is an immediate threat to the safety of any person or property you must immediately notify a responsible officer, that is:
- Security staff
- the Health Safety and Wellbeing Manager, Human Resources; or
- any staff member in the relevant School or Faculty
Where the grievance relates to an issue of health or safety that does not immediately threaten people or property, as soon as practicable notify a responsible officer, who may include:
- the Head of School
- Laboratory Manager; or
- the Health Safety and Wellbeing Manager, Human Resources
Services and facilities
Students may have a grievance about the provision of services and facilities, such as their hours of access to computer laboratories, Library borrowing restrictions, or gaining physical access to a University building.
The cause of these grievances is often due to the availability of University resources. The grievances are likely to be broader in nature and thus affect a wider range of students.
Students who have a grievance of this type are expected to raise it with the Manager/Supervisor/Head of the responsible area in the first instance. Alternatively, instead of submitting a formal grievance, after discussion at Stage 1, students may wish to submit a formal suggestion for improvement to a University facility or service.
Examples
| Example grievance | Stage 1 Person responsible | Stage 2 Person responsible |
|---|---|---|
| After hours access to a computer laboratory or suite | Laboratory or suite Manager | Where the laboratory/suite is operated by a School – Head of School; Library computer suites – the University Librarian; or the Faculty Executive Dean |
| Availability of access to the University's wireless network on University premises or grounds | Director of Infrastructure, Property and Technology | Vice-President (Services & Resources) |
| University of Adelaide Library services | University Librarian | Vice-President (Services & Resources) |
| Physical access to a University facility | Disability Liaison Officer or head of branch/unit located in facility or the Director of Infrastructure, Property and Technology | Vice-President (Services & Resources) |
Other
If a student cannot find their type of grievance in this list, consider whether it might be an academic grievance or grievance over unfair treatment.
Process for student
If the grievance does not fit into any of the previously outlined categories the process for having it resolved is as follows.
Lodge a written statement of grievance with the supervisor of the person against whom you have a grievance within 20 business days of the grievance coming to your attention
Grievance Facilitator responsibility:
- acknowledge receipt of your statement within five business days of lodgement
- make a determination and inform you of the decision in writing within 20 business days of lodgement
