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Student Complaints and Appeals

A copy of the Student Complaints Policy is available online.

Complaints
After reviewing the operations of the student grievance system for the previous two years, the University introduced the Student Complaints Policy in January 2003 to replace the Policy and Procedures for the Prevention, Handling and Resolution of Student Complaints. Under this policy students can make a formal complaint about the delivery of any academic or administrative service offered by the University.

Complaints are initially handled within the local area responsible for the service or process about which the complaint is being made. If students remain dissatisfied with the local resolution, they may request that it be reviewed by the Student Appeals Committee.

The University treats the complaints it receives seriously, and ensures that the processes involved are clear, prompt, confidential, accountable and fair to all parties. The central aim is to achieve mutually acceptable resolutions based on the principles of natural justice.

The complaints policy and procedures fully comply with the Australian Standard (AS 4269-1995) on Complaints Handling and the Australian Standard (AS 4608-1999) Guide to the Prevention, Handling and Resolution of Disputes.

The Secretariat to the Student Appeals Committee, the committee which makes the final determinations in cases where local resolution of a complaint or grievance is unsuccessful, can be contacted through:

• Peter Backhouse, Policy Officer, ph 8303 7503, Rm 530 Wills Building 

Peter can help with enquiries from both students and staff relating to how the policy works, what is required before an appeal can be lodged, how the appeal hearing is conducted, how the Student Appeals Committee is constituted, and so on. He can also refer other types of enquiries about student complaints and appeals to the appropriate staff member.

Students requiring assistance in making a complaint or appealing against an administrative or Faculty/School/Department decision are advised to see the Education and Welfare Officers at:

Student Care 
Adelaide University Union 
Ground Floor, Lady Symon Building 
North Terrace Campus 
Ph 8303 5430

Suggestions
Students can also pass on their suggestions or comments, or express their concerns, about any service or program offered by the University, by emailing them to suggestions@adelaide.edu.au or by filling out a Suggestions form available in all Departments, Schools and administrative areas, and sending or delivering it to Peter at Room 530 of the Wills Building. While students do not receive individual responses for such suggestions, the details are fed back to the relevant areas for comment and actioning.

Information on both complaints and suggestions from students is collected and published at the end of each year. This information is used by areas to inform their continuous improvement initiatives and process reviews.

Summary of Student Suggestions, 2002 (Word file)

Related student policies can be found here.