Student Complaints and Appeals Policy

1. The purpose of our policy

This policy outlines the principles under which Adelaide University manages and resolves student complaints and appeals.

It establishes the governance-level responsibilities for student complaints and appeals.

This policy provides authority to maintain our:

• Student Complaints Resolution Procedure
• Student Appeals Procedure.

2. Who our policy applies to

2.1 Inclusions

This policy applies to:

• prospective, current and past students (all referred to in this document as ‘students’) who, in the course of their interactions with Adelaide University or with agents or other related parties who act on behalf of the University, wish to raise a complaint or an appeal.
• Adelaide University staff with responsibility for responding to or managing a student complaint or appeal.

2.2 Exclusions

This policy does not apply to:

• allegations of student or staff misconduct, which are covered by our [Student Misconduct Policy] and our [Staff Misconduct Policy]
• disclosures or reports of sexual assault or sexual harassment, which are covered by our [Gender-Based Violence and Sexual Harm Policy]
• matters covered by other Adelaide University policies or procedures that include a student complaints and appeals process
• matters under the jurisdiction of external regulators
• past students where more than 12 months have passed since the relevant experience or decision
• requests for information, including under the Freedom of Information Act 1982 (Cth) (FOI Act).

3. Our student complaints and appeals policy principles

Our principles for this policy are:

3.1 We promote a positive culture of student complaints and appeals management

We welcome constructive complaints and appeals, and support students and staff during the complaints and appeals process. We seek to minimise or remove barriers to students raising a complaint or an appeal and encourage students to access relevant support services. We also support the wellbeing and safety of staff who are responsible for responding to, handling and managing student complaints and appeals, and provide them with appropriate, trauma-informed guidance and training.

3.2 We act in good faith and protect students who complain or appeal against harm

All parties involved in a complaint or appeal will act reasonably and in good faith. We ensure that students are not disadvantaged for raising a complaint or an appeal, and we seek to safeguard students against the risk of reprisal or victimisation if they do so.  

3.3 We prioritise consistency, fairness, accessibility, efficiency and transparency in our processes

We assess and manage student complaints and appeals consistently and in accordance with the principle of natural justice. We do not progress a complaint or appeal if we consider it vexatious or frivolous.

We ensure that all students have easy and equitable access to information about our student complaints and appeals processes. We seek to resolve student complaints and appeals promptly and efficiently, and with transparency in relation to the process and the reasons for outcomes. Where a student complaint or appeal is upheld, we ensure relevant actions are implemented promptly.

3.4 We maintain confidentiality and seek to address anonymous student complaints

Student complaints and appeals are subject to Adelaide University’s Privacy Policy. We maintain confidentiality and only disclose information concerning a student complaint or appeal as appropriate to consider and assess it, and otherwise as required to discharge our obligations under law.

We take reasonable steps to address complaints that students raise anonymously. We inform students that raising a complaint anonymously may affect our ability to investigate or resolve it.

3.5 We uphold our duty of care to students and staff

We consider and act on our duty of care for students and staff throughout the complaint or appeal process.

3.6 We maintain accountability and are committed to continuous improvement

Our governing body, Adelaide University Council, exercises oversight of our student complaints and appeals mechanisms. We continuously improve these mechanisms through regular monitoring, student feedback, data analysis, and review. We use information provided by students during a complaint or appeal resolution process as feedback to inform the continuous improvement of other University services and processes. We make a deidentified report of complaints and appeals data publicly available annually.

4. Definitions used in our policy

Please refer to our Adelaide University glossary for a full list of our definitions.

Appealable decision means a decision made by Adelaide University that is eligible to be formally reconsidered under our Student Appeals Procedure.

Frivolous means a complaint or appeal made by an individual lacks substance or merit and would not be raised by a reasonable person under the circumstances.

Good faith means acting honestly, openly, for a proper purpose, non-capriciously and without intent to cause harm.

Natural justice (also called ‘procedural fairness’) means acting fairly in administrative decision-making and relates to the fairness of the procedure by which a decision is made, not whether the outcome is fair. Natural justice will be accorded based on the circumstances of the complaint or appeal.

Prospective student means a person who has contacted Adelaide University, or an agent representing Adelaide University, with the intent of becoming a student.

Student means a person enrolled in an Enabling Program, award or non-award coursework study, a research program, or a short course or microcredential at Adelaide University.

Student appeal means a formal reconsideration requested by a student of an appealable decision made under an Adelaide University policy or procedure.

Student complaint means an expression of dissatisfaction by a student about an aspect of their experience at Adelaide University or with agents or other related parties who act on behalf of the University; under our Student Complaints and Appeals Policy, we take the terms ‘complaint’ and ‘grievance’ to be synonymous.

Vexatious means a complaint or appeal is made by an individual who knows it to be:

• false
• based upon a set of facts that Adelaide University has previously considered
• intended to be retaliatory, annoying or reputationally damaging.

5. How our policy is governed

This policy is categorised, approved and owned in line with the governance structure of Adelaide University and the offices and officers listed below.

6. Legislation and other documents related to our policy

Refer to the Delegation Policy for all delegations at Adelaide University.

7. History of changes

At the time of writing, Adelaide University’s organisational structure, position titles, and committee names have not been confirmed. Square brackets [ ] indicate placeholders for these details. Brackets are also used to identify policy elements that are subject to further decision-making or confirmation. These will be updated once final decisions are made.