Sometimes things go wrong. You might want to dispute a decision, make a complaint or take action to try to get a different outcome. The Student Union Advocacy Service has experienced advisors who can assist you to explore possible courses of action if you are unhappy about something that you’ve experienced at the university. The University has a Student Grievances Policy that sets out how some kinds of complaints can be managed and our advisors can assist you to work through these procedures.

Types of grievances and complaints

Your complaint will probably fall into one of the following three broad categories: academic, administrative, or discrimination, sexual harassment and bullying. The university follows different procedures depending on what the problem is. Academic grievances are usually complaints or appeals against academic decisions, including:

  • Academic progress decisions
  • Assessment matters
  • A decision of a member of academic staff that affects an individual or groups of students
  • Selection or admission decisions
  • Content or structure of academic programs, nature of teaching, or assessment * Supervision issues for research degree students
  • Issues relating to authorship and intellectual property.

Administrative grievances relate to decisions and actions associated with administrative or academic services, including:

  • Administration of policies, procedures and rules by central administrative and student support groups, faculties and departments
  • A decision by an administrative staff member that affects an individual or groups of students
  • Access to University resources and facilities

Discrimination, sexual harassment and bullying are not covered by the Student Grievance Policy as the University has separate procedures for the issues. Details of the policies and procedures for dealing with student and staff discrimination and sexual harassment concerns are set out in the University’s Sexual Harassment and Discrimination Complaints Policies and Procedures and a link to this information can be found in the ‘useful links’ below.

If you would like advice about bullying you should contact an Anti-Discrimination Advisor to discuss the matter. Contact details are provided below.

The Grievance Procedure

The Student Union Advocacy Service’s advice about the grievance procedure is based on our extensive experience of working within the university’s policy. The procedure has three stages, informal, formal and grievance appeals to the Academic Board. The three stages progress in a stepwise manner; one stage is required to be attempted prior to moving to the next stage. Additionally, there are indicative timelines for each stage which means that, if an attempt to resolve the problem is going nowhere or efforts to contact staff are not fruitful, then it is possible to escalate the grievance to the next stage.

The first step in the informal stage is to approach the person directly involved in the decision or situation that you are unhappy with.

To have the best chance at a good resolution, it’s essential be clear on what you want to say and what outcome you want before speaking to the person. It might be useful to make an appointment to see one of the Advocacy Service advisors who can assist you with information and advice regarding what university statutes or regulations or faculty rules or policies apply to your situation. Similarly, advocacy staff may be able to attend meetings with you in some cases as it can be really helpful to have someone come along to support you. Remember to bring any relevant documents with you. At the meeting, explain clearly what you think is wrong, and ask the person to help you achieve the outcome that you want.

Stay calm. Address the behaviour or issue directly without trying to make it personal. At the end of your discussions, summarise what you have agreed upon and confirm what options are open to you. If there is no resolution, tell the person you are dissatisfied and will seek further information.

If an agreement has been reached, it’s a good idea to confirm the agreement in an email soon after the meeting.

The formal stage of the grievance procedure involves putting your concerns in writing. Advocacy staff can advise you on both the structure of your letter and the content as well as whom you should send your letter to. In your letter you should state what the problem is, what you have already done to resolve the problem, and what you want to happen. Stick to the facts and attach copies of relevant documents. The staff member should respond within five working days to acknowledge receipt of your letter and in no more than 10 working days to inform you of their decision.

If you aren’t happy with the decision regarding your formal complaint, the final recourse within the university is an Appeal to the Academic Board. The determination of the appeals committee is final and therefore it is really useful to get assistance from the Advocacy Service in drafting your submission. Staff will also attend appeal hearings with you.

Outside the university, complaints can be directed to the Ombudsman or other relevant authorities such as the Equal Opportunity Commission of Victoria.

The Student Union Advocacy Service can provide contact information for the above bodies. Note that before complaining to an external body, it is advisable to try to resolve your problem through the university’s internal procedures.

Other complaints may come under the University’s Anti-Discrimination Policy or the University’s Sexual Harassment Policy.