Arrangements must be in place for independent grievance handling/dispute resolution, which are inexpensive and include a nominee of the student if the student so chooses. The procedures must allow for prompt resolution having regard to the duration of the overseas student’s stay in Australia on a student visa. (NC 45)
Dispute resolution services may be provided by the Authority, or by industry associations, or through other dispute resolution services including medication or conciliation services (Footnote to NC 45)
B. Guidelines
Under Government legislation, the University is required to provide arrangements for independent grievance handling/dispute resolution to allow for prompt resolution of grievances.
Faculties and administrative departments are required to provide facility via their existing grievance processes to address issues in a prompt manner. A grievance is a written notice of dissatisfaction that indicates that a complaint has not been resolved and is to be pursued. A grievance makes clear to the recipient that a direct, personal response is required.
Failure to achieve an outcome at the Faculty level/Divisional/Section level will escalate the matter to the University's Grievance procedure.
If a student is not satisfied with the outcome of the University's grievance procedure, the matter may then be taken to the Victorian Ombudsman for resolution.
I general, it is desirable that grievance procedures should be kept as informal as possible and based on principles of mediation and conciliation. Complaints should be considered close to the source of the problem. Students should first discuss any concern with the staff member involved, and, if this is not satisfactory, with the head of department or nominated grievance officer if one has been appointed. Only if these approaches are unproductive should other mechanisms come into play. Even then, informal procedures are likely to be more effective than formal hearings.
