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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 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?
      Executive Director, Division of the Deputy Vice-Chancellor & Vice-President (Academic).
  • Executive Director, Division of the Deputy Vice-Chancellor & Vice-President (Academic)
    • 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.

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 in Student Finance.

    • 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?
      Executive Director, Division of the Deputy Vice-Chancellor & Vice-President (Academic).
  • Executive Director, Division of the Deputy Vice-Chancellor & Vice-President (Academic) 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 Ask Adelaide, 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

    This process is for grievances about decisions made in accord with the University's tuition fee refund policies, as outlined in Student Finance.

    • 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?
      Lodge a written request for review with details of the reason for your grievance.
    • 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

    This process is for grievances about decisions made in accord with the University's tuition fee refund policies, as outlined in Student Finance.

    • 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?

      The Associate Director, 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 for students

    This process is for grievances about decisions made in accord with the University's tuition fee refund policies, as outlined in Student Finance.

    • 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 Associate Director, Student Administration.
  • Associate Director, 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:

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
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Further Enquiries

Kate Borrett
Robert Simms
Student Affairs Officers
Wills Building
THE UNIVERSITY OF ADELAIDE
SA 5005 AUSTRALIA

Student Care

Adelaide University Union
Ground Floor, Lady Symon Building
THE UNIVERSITY OF ADELAIDE
SA 5005 AUSTRALIA
Telephone: +61 8 8313 5430
Email