Complaints and Grievance Policy

Status


Last reviewed
Wed, 03 June 2015

To outline how grievances, disputes and complaints are managed.

Public
visibility
Approved on: 14 Oct 2013
Review cycle: 3 Years
Owned by

Academic Standards and Risk Committee

Approved by

Academic Board

Category: 
Policy Contact: 
Secretary, Academic Standards and Risk Committee
Definitions: 

academic matter - any matter relating to student progress, assessment, and curriculum and awards in a course of study.

non-academic matter - any matter, concern or complaint which does not relate to student progress, assessment, curriculum and awards in a course of study and includes complaints in relation to personal information that the provider holds in relation to the student.

academic in charge - the lecturer who has primary responsibility for teaching the classes for a particular unit of study.

Assistant Registrar - the person usually occupying that position, or in his/her absence, the person nominated by the Dean of Quality and Student Administration to fulfill that role.

course advisor - the academic staff member nominated to advise students about a particular course of study, (e.g. Bachelor of Theology) and provide appropriate pastoral support.

Dean of Quality and Student Administration - the person usually occupying that position or, in his/her absence, the person nominated by the Principal to fulfill that role.

Grading Appeals Committee - three members of the Academic Board not already involved in the matter under review.

review officer - the Dean of Quality and Student Administration unless the grievance relates to a decision made by the Dean of Quality and Student Administration in which case the Review Officer will be the Principal (or delegate).

victimise - to act or omit to act towards a person in a way which is intended to cause disadvantage to that person because they have made a complaint, or may make a complaint, or may be or are subject of a complaint.

Purpose: 

To outline how grievances, disputes and complaints are managed.

Statement: 

A student or staff member may make a complaint orally or a formal complaint/appeal in writing. Oral complaints/appeals will be dealt with informally and complaints/appeals in writing will receive a written response, indicating the outcome and the reasons for the decision. The College will always seek to deal with complaints grievances or appeals in a constructive and timely manner. Each formal complaint, grievance or appeal and its outcome is to be recorded in writing. In the first instance, complaints/appeals should normally be discussed with the person/persons involved (Matt 18:15). However, if this does not resolve the problem, or is inappropriate or impracticable, students should implement the procedures outlined in the Complaints and Grievance Procedure documents - non academic mattersacademic matters.

Access to Grievance Procedures

The College offers units in a variety of delivery modes including on site at Mulgrave and a limited range of on-line units. Students attending classes, undertaking units externally or intending students have a right to access the grievance procedures for academic and non-academic matters without disadvantage, regardless of the locations of the campus at which the grievance has arisen, the student’s place of residence or the mode in which they study.

The College acknowledges it has an obligation to ensure such students are not disadvantaged by the procedures required in the grievance investigation and resolution process. Therefore, students or intending students may request any, or all, of the following additional services:

  • provision of a complete copy of the grievance procedures, posted by regular mail services or emailed to them, it they are not already in possession of a copy and do not have access to the website.
  • reply paid envelope(s) to minimise the cost of lodging notices of grievance, requests for a formal review of an investigation or they submission of information to be considered in the context of the review;
  • a personal meeting arranged at the Mulgrave campus or at another mutually agreed location; or
  • telephone calls or conference arrangements initiated by the College to facilitate information gathering, in lieu of a personal attendance at a meeting.

The complaints and grievance procedures are split into two sections; Academic Matters and Non-Academic Matters.

Both documents are available here: Complaints and Grievance Procedures: non academic mattersComplaints and Grievance Procedures: academic matters.