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Complaints and Grievances of Coursework Students ProceduresParent PolicyAcademic and Administrative Complaints and Grievances Policy Note that the review rights provided in the procedures are additional to any rights that a student may have under a law of Victoria or the Commonwealth. Making a complaint1. A student should attempt to resolve a complaint with the staff member concerned. 2. If the complaint is not resolved informally or it is one of bias on the part of the staff member concerned, the student may direct the complaint to the next appropriate level, e.g. chief examiner, unit leader, relevant administrative officer or head of the appropriate area. ResponsibilityStudent Lodging a grievance3. If the complaint is not resolved, the student may make a written request for resolution of the matter to the grievance officer of the Faculty, Division, Section or organisational unit. The matter is now considered a grievance. Students may seek assistance from the Student Rights Office or the Monash Postgraduate Association in preparing a written grievance. 4. The University Solicitor’s Office is available for any staff member requiring assistance in dealing with a grievance or accusation against her or him. 5. A student should lodge a grievance with:
6. A student may submit a request for review of a Faculty decision relating to Commonwealth Government student financial assistance schemes, in the case of the classes of decisions listed in appendix one, to the Director, Student Administration and Systems, who is appointed as the University Review Officer for the purposes of the Higher Education Support Act 2003 (Cth), Division 19. The Director, Student and Community Services Division will act as the Review Officer where the Director, Student Administration and Systems has previously been involved in the case. If a student is dissatisfied with the decision of the University Review Officer they can apply to the Administrative Appeals Tribunal for a review of the decision. ResponsibilityStudent Responsibilities of faculties and divisions to appoint a grievance officer7. Each Faculty, Division and major section of the University will nominate at least one grievance officer to advise coursework students and staff of these procedures, receive academic and administrative grievances and maintain data on the number and nature of student grievances received. 8. The Dean, Divisional Director or Manager of the Section will determine in advance and publish in the Student Resource Guide or equivalent publication the name and contact details of the grievance officer. To avoid conflict of interest or perceived bias, at least one assistant grievance officer will be appointed to process cases where the grievance officer is involved personally or is unavailable. ResponsibilityDeans/Directors/Managers of faculties/divisions or sections Role of the grievance officer9. The grievance officer must receive, record and monitor the number and nature of grievances received from students. 10. The grievance officer must maintain a file of all correspondence and communication in relation to a grievance. (see also Reporting) ResponsibilityGrievance Officer Processing of the grievance11. The grievance officer will assist students to determine whether the grievance is academic or administrative in nature, record details of the grievance, acknowledge receipt of the grievance and explain the timelines for resolution and any other relevant information. 12. The grievance officer will provide students with information about relevant University support services. 13. In the case of an academic grievance, the grievance officer will direct the matter to the Associate Dean (Teaching), or nominee, of the appropriate faculty. In the case of an administrative grievance, the grievance officer will direct the matter to the faculty manager, or nominee, of the appropriate faculty, or to the director or equivalent senior manager, or nominee, if the matter concerns a non-faculty administrative grievance. ResponsibilityGrievance Officer Investigation and conciliation14. The person to whom the grievance has been directed will attempt to resolve it through investigation and conciliation, and may also direct the student to appropriate University support services. 15. The person to whom the grievance has been directed must commence conducting an investigation, normally within ten working days of receiving the grievance, and consult with relevant staff. 16. The person to whom the grievance has been directed may determine that the grievance is frivolous, vexatious, or lacking in substance, and decide that no enquiry is necessary. The student must be advised in writing of this decision, including details of the reasons for this decision and the student’s right to make a complaint to the University Student Ombudsman. 17. A complaint by a prospective student against a selection decision may be dismissed as lacking in substance if the decision is consistent with the published selection criteria, or if the complainant meets the published selection criteria but was declined entry in favour of better qualified applicants. 18. The person to whom the grievance has been directed may call a conciliation meeting with all parties concerned, for the purpose of arriving at an agreed resolution. The findings of the investigation to date may be presented at this meeting which will normally be held within ten working days of the conclusion of the investigation. 19. If, due to unforeseen circumstances (e.g. staff on leave), an investigation or conciliation cannot be concluded within ten working days, the person to whom the grievance has been directed will keep the student informed of the status of the matter and the reasons for any delay. 20. If a resolution cannot be reached after an agreed number of conciliation meetings, the person to whom the grievance has been directed will offer, in writing, the University’s best available solution to the student and if accepted by the student this will be implemented immediately. 21. If the student does not accept this offer, the student may forward details of the grievance to the University Student Ombudsman within ten working days of the conclusion of the investigation or dismissal of the grievance. ResponsibilityAssociate Dean (Teaching) or nominee for academic grievances Role of the University Student Ombudsman22. The University Student Ombudsman, appointed by the University Council, will be a person with a good knowledge of the university sector and independent of the Monash University administrative structure. 23. The office of the University Student Ombudsman will be physically located away from the University’s central administrative offices. 24. If the University Student Ombudsman considers that the matter warrants further action, the University Student Ombudsman will conduct an independent investigation and may consult with any staff member whom he or she regards as relevant to the case. 25. The University Student Ombudsman may inspect any documentation relevant to the grievance. 26. The University Student Ombudsman may seek independent legal advice. 27. The University Student Ombudsman will make recommendations to the Deputy Vice-Chancellor (Education) (DVC(E)) for the resolution of the grievance within twenty working days from receipt of the appeal. 28. The DVC(E) will consider the recommendations of the University Student Ombudsman and take action where appropriate within twenty working days from receipt of the recommendations. The student will be informed in writing of the decision of the University and this statement will include details of the reason for the outcome. 29. In the case of academic grievances, the DVC(E) can only make recommendations to the Faculties, in whom the ultimate decision making power resides in accordance with University Statutes and Regulations. Any decision in favour of the student will be implemented immediately. 30. If a student is dissatisfied with the decision of the University, or way a grievance has been handled by the University, the student may make a complaint to the Victorian Ombudsman. ResponsibilityUniversity Student Ombudsman Monitoring and Reporting31. Grievance officers within faculties, divisions and sections must ensure that files are maintained of correspondence and other relevant documents arising from grievances, and that these files can be accessed by the Deputy Vice-Chancellor (Education) or nominee, and the University Student Ombudsman. 32. Grievance officers must analyse annually the causes or subject matter of student grievances and make a report to the Deputy Vice-Chancellor (Education) about the extent to which grievances are received and resolved, the methods of resolution employed and the extent of compliance with these procedures. The Deputy Vice-Chancellor (Education) will collate reports received from grievance officers and present an annual report to the Academic Board about the extent and patterns of student grievances and any generic issues which he or she wishes to draw to the attention of the Academic Board. 33. Appropriate confidential records of student grievances must be retained securely for at least five years after the closure of the matter. 34. The University Student Ombudsman will make an annual report to the University Council about the number and nature of grievances received, the outcome of the grievances and any recommendations for the improvement of the University’s policies, procedures or practices. 35. The University Council may refer the University Student Ombudsman’s report to its Audit and Risk Committee for noting or advice. 36. An annual review of the operation of these procedures will be held, to which all University staff involved with the processing, investigation, monitoring and reporting of grievances will be invited to contribute. ResponsibilityGrievance officers Appendix OneHigher Education Support Act 2003 - Sect 212.1An application may be made to the Administrative Appeals Tribunal for the review of the following classes of decision made by a higher education provider with whom the student is enrolled in the unit, where the decision has been confirmed, varied or set aside under section 209‑5 or 209‑10:
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