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Policy E/9.2 Grievance resolution procedures for student related grievances.

What is a grievance?

A grievance is a real or perceived cause for complaint, disagreement, conflict, dispute or similar problem. AT QUT there are procedures in place for addressing grievances that occur as a result of QUT activities on or off campus. These grievances are normally, but not always, related to teaching, learning or administration. Some examples of situations where grievances may arise are: Academic or administrative decisions; Delivery or quality of a product or service by QUT; Behaviour of an individual or individuals.

What do I do if I have a grievance?

If you are a QUT student and you have a grievance you should contact the Student Ombudsman. However, the procedures for dealing with grievances do not apply if neither you, nor the respondent, are QUT students. Some matters such as academic dishonesty and others already have procedures specified in the QUT Student Rules and so the grievance procedures do not apply. Check the Student Rules to make sure there is no other way of dealing with your grievance.

What is the process for dealing with grievances?

There are three (3) ways of dealing with grievances.

Resolve the matter directly with the respondent. The university will offer assistance to help achieve this.
Follow the 3 levels of formal procedures outlined in the university Manual of Policy and Procedures
External Agencies: you may use an external agency such as the Queensland Ombudsman; however, QUT is committed to trying to resolve grievances without going to external agencies.

Formal Procedures

Level 1 Early conciliation & informal resolution
Level 2 Further conciliation and/or investigation
Level 3 Investigation and determination by panel

Staff and/or students are expected to follow the procedure and not jump ahead without first having tried to resolve the grievance informally.

If the Student Ombudsman believes the grievance involves misconduct it must be reported to the Vice Chancellor.

When can I lodge a grievance?

A grievance should be lodged within 6 months of when the grievance was alleged to have arisen.

Who can help with grievances?

You may need help with these procedures. If you are lodging a grievance as an individual or group of individuals you can choose a friend or colleague to help. The Student Ombudsman may refer you to support services such as the Student Guild as long as there is no conflict of interest. International students can get confidential assistance from an International Student Adviser at International Student Services.

What else do I need to consider?

A complaint should not be vexatious. That is it should be serious. You will be surveyed to check that you are satisfied with the outcome. The grievance must be disclosed to the Director, Financial Services in case of liability. The university will take disciplinary action against anyone who victimises another person because of their involvement in the grievance procedures. (eg bullying, bias in assessment of student work, threats to career progress)