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Faculty of Education
Faculty Student Grievance and Complaint Procedures
The Faculty of Education encourages and welcomes feedback on aspects of it's operation. It recognises the rights of students to express dissatisfaction or make complaints about processes or services provided by the Faculty or University. The Faculty is committed to continuous improvement and ensures complaints and expressions of concern are analysed to improve academic and administrative services.
This website provides information about what you can do if you have a suggestion, concern or complaint that is affecting your study, providing information on how to lodge a complaint and links to relevant University policies and procedures.
Informal Complaints or Suggestions:
The Faculty of Education offers students an informal process to lodge a concern or suggestion. This process allows students to provide the Faculty with information or suggestions relating to processes or services provided:
Step 1 : Student raises concern regarding a particular service or process with the relevant staff member
Step 2 : Staff member will listen or consider the concern
Step 3 : Staff member explores options/implications of resolving the issue, i.e.
No action is deemed appropriate Lodging a suggestion letter Advising the student to lodge a Formal Written Complaint
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Formal Complaints
The below steps provide an overview of the formal process within the Faculty for handling complaints or grievances:
Step 1 : Student raises Formal Complaint Step 2 : Faculty receives the Formal Complaint and records it
Step 3 : Faculty will acknowledge the complaint Step 4 : Faculty will investigate the complaint
Step 5 : Faculty will communicate the decision or resolution
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Grounds for Complaint
A student has the right to lodge a complaint or lodge an appeal against a decision made in relation to a complaint or grievance. If the student believes they have been adversely affected by one or more of the following: -
improper, irregular or negligent conduct against a student by a staff member of the Faculty
failure by a Faculty staff member to act fairly or without discrimination, prejudice or bias
failure to adhere to appropriate or relevant published University policies and procedures
a decision made without sufficient consideration of facts, evidence or circumstances of specific relevance to the student
a penalty, where applied, is considered too harsh
failure by the Faculty to make a decision within a timely manner, reasonable to the complaint
Complaints for the Faculty of Education should be directed to:
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Withdrawal of a Grievance or Complaint
A student may at any time during the complaints resolution process withdraw a complaint. This is done by putting their intent to withdraw complaint or grievance in writing and forwarding it to the member of staff with which the original complaint was raised. Or this can be lodged with the person designated to handle the complaint, as informed by the Faculty.
Appeals
If, after formal notification of decision or resolution, a student believes their complaint has not been adequately resolved, then he or she may appeal to the University Ombudsman for resolution of the matter.
Further information may be obtained from the:
Appeals must be lodged no later than twelve (12) months after the notification of the action or decision arriving from the handling of the complaint.
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For more University Information:
