(1) This Procedure is effective from 17 December 2019. (2) This Procedure documents the University's student complaints resolution process. (3) This Procedure applies to concerns and complaints by current, former or prospective students as set out in the Student Complaints Resolution policy. (4) This Procedure is pursuant to the Student Complaints Resolution policy. (5) This Procedure provides two avenues for students to resolve their concerns or complaints within the University: (6) At any stage, and in any meeting relevant to the resolution of a complaint or concern, the student has the right to a support person other than a legal practitioner. The support person may include a Designated Complaints Contact, Harassment and Discrimination Contact Officers, student representative or Deakin University Student Association (DUSA) advocate, family member or friend. The support person cannot advocate for either party. (7) Allegations of discrimination, harassment (excluding sexual harassment), bullying or victimisation should in the first instance be discussed with a Harassment and Discrimination Contact Officers or with the relevant Head of School or area manager, who will: (8) Allegations of sexual harm will be managed in accordance with the Sexual Harm Response procedure. Clauses 20 to 25 of the Sexual Harm Response procedure outline the lodging of a compliant or report relating to sexual harm. (9) Where possible, a student who has a concern about a matter covered by this Procedure should in the first instance raise it directly with the person/s or area whose action or decision has led to the concern and attempt to reach a satisfactory resolution. (10) If a concern is informally resolved to the satisfaction of the student and agreed actions have been implemented, no further action is required and the matter is not recorded in the Complaints Handling System as a complaint. (11) If a concern is not resolved to the satisfaction of the student, the student may lodge a complaint as set out in clauses 15-18. (12) The following matters are treated by the University as student complaints: (13) All steps taken and decisions made as part of the formal resolution of a student complaint are, as soon as practicable, recorded in the Complaints Handling System and communicated in writing to all affected parties. (14) A student may withdraw a complaint or review at any time by notifying the Student Complaints Office in writing. (15) To lodge a complaint, a student should complete and submit a Student Complaint form to the Student Complaints Office in person, through the mail, electronically or online. The form requires: (16) Complaints should be lodged: (17) A complaint lodged after six months will normally only be investigated where the Manager, Student Complaints, Appeals and Conduct is satisfied that: (18) Anonymous complaints will be investigated at the discretion of the Manager, Student Complaints, Appeals and Conduct. (19) Within five working days of a complaint form being lodged, the Manager, Student Complaints, Appeals and Conduct or nominee will: (20) The Manager, Student Complaints, Appeals and Conduct or nominee may request further information or documentation from the complainant. (21) Within 10 working days of a complaint being lodged and any additional information or documentation being supplied, the Manager, Student Complaints, Appeals and Conduct or nominee will: (22) The Student Complaints Office will take appropriate action to facilitate the resolution of the student complaint, where possible within 20 working days. (23) Where an investigation is required, it may be conducted: (24) Investigators should have no prior involvement in the matter and have the capacity and seniority to consider the issues and provide appropriate recommendations. (25) Investigators must: (26) The investigator will investigate a complaint in a timely manner and seek whatever information, advice or assistance is necessary to reach a recommendation. (27) The investigator may investigate the facts of the matter, to determine whether the complaint is more likely than not to be substantiated, and/or whether the original action or decision was justified on the basis of: (28) Each party will be provided with an opportunity to present their case and, where appropriate, to comment on any information presented during the investigation. (29) Students and respondents are expected to cooperate with the investigation, attend any meetings and behave in a reasonable and courteous manner. (30) After completing an investigation, the investigator will prepare a written report for the Student Complaints Office regarding the outcome/s and further action/s (as appropriate). (31) The Student Complaints Office will provide all parties involved in the resolution of the complaint with a written statement detailing the outcome (where appropriate), usually within five working days of the outcome being finalised. (32) Students are referred to appropriate internal and/or external avenues for review and provided with information about procedures and timelines for lodging a review. (33) Students may request an internal review of the outcome of their complaint within 20 working days of formal written notification of the outcome. (34) Requests for internal reviews should be submitted to the Student Complaints Office on a Deakin University Student Request for Review of Complaint Form. (35) The Manager, Student Complaints, Appeals and Conduct determines whether a student has grounds for the internal review. (36) Internal reviews of an outcome resulting from a resolution process that did not involve an independent or external investigation (clause 23b or 23c): (37) Internal reviews of an outcome resulting from an independent or external consultant’s investigation: (38) Students can seek an external review of final University decisions by the Victorian Ombudsman. Students may also access other external organisations such as the Victorian Equal Opportunity and Human Rights Commission and the Australian Human Rights Commission. (39) Where the University is aware that a complaint has been lodged by a student with an external organisation, the external complaint is recorded in the Complaints Handling System. (40) For the purpose of this Procedure:Student Complaints Resolution procedure
Section 1 - Preamble
Section 2 - Purpose
Section 3 - Scope
Section 4 - Policy
Section 5 - Procedures
Students may also refer complaints or other matters to external organisations in accordance either with the particular organisation's procedures or with clauses 39-40.
Informal resolution of student concerns
Formal resolution of student complaints by the University
Lodging complaints
Preliminary assessment and initiation of resolution process
Investigations
Communication of outcomes
Reviews
Section 6 - Definitions
View Current
This is not a current document. To view the current version, click the link in the document's navigation bar.