Student Complaints Policy

1. Purpose

1.1. This policy outlines principles for managing and resolving complaints by current or Prospective Students about decisions made at Adelaide University.

2. Scope

2.1. This policy applies to current and prospective students, both domestic and international, who, in the course of their interactions with Adelaide University (or a service provider of Adelaide University), have cause to raise a complaint.

2.2. This policy does not apply to:

2.2.1. Disclosures or reports of sexual assault or sexual harassment, which are subject to provisions under Adelaide University’s Sexual Assault and Sexual Harassment (SASH)¹ policy.

2.2.2. Requests for information, including under the Freedom of Information Act 1982 (FOI Act).

2.2.3. Matters under the jurisdiction of external regulators, e.g., Commonwealth and State Ombudsman.

3. Policy principles

3.1. Adelaide University seeks to resolve student complaints in an efficient and appropriate manner.

3.2. Adelaide University’s student complaints resolution process and the information explaining it must be clear and accessible to all students.

3.3. Adelaide University encourages the informal and early resolution of student grievances and complaints within the local area where possible and appropriate.

3.4. Assessment and management of student complaints will be in accordance with the principles of Natural Justice and appropriate to the nature of the complaint.

3.5. All parties involved in a complaint will act in Good Faith and a student making a complaint will not be disadvantaged by virtue of having made a complaint.

3.6. All parties involved in a complaint will receive all information necessary to resolve the complaint.

3.7. Adelaide University will not progress a complaint if it is considered Vexatious or Frivolous.

3.8. Adelaide University will use information provided by students during the complaint resolution process as feedback to inform the continuous improvement of its services and processes.

3.9. A student making a complaint may choose to remain anonymous. In such cases, the student accepts that their anonymity may limit Adelaide University’s ability to provide information or support, and the extent of options available to resolve the complaint.

3.10. A student may withdraw a complaint at any stage. However, Adelaide University reserves the right to continue to investigate a withdrawn complaint, and to act in response to the outcome of investigations, if Adelaide University considers it appropriate to do so in accordance with its wider duty of care and responsibilities.

4. Definitions

4.1. A Frivolous Complaint lacks substance or merit and would not be raised by a reasonable person under the circumstances.

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

4.3. 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.

4.4. A Prospective Student is a person who has contacted Adelaide University or an agent representing Adelaide University with the intent of becoming a student.

4.5. A Student is a person granted the right to enrol in coursework or research degree study at Adelaide University.

4.6. A Vexatious Complaint is made by an individual who knows it to be:

4.6.1. False.

4.6.2. Based upon a set of facts Adelaide University has previously considered.

4.6.3. Intended to be retaliatory, annoying or reputationally damaging.

Document authorities and history

Related documents

¹Forthcoming. Policy title may be subject to further refinement.