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Student Grievances

We hope that your time at the University will be a rewarding and enjoyable one; however, occasionally problems arise and you find that you have a grievance in relation to actions or decisions taken by University staff, including matters involving administration, learning and teaching and breaches of University policy. This includes grievances in relation to unit results. The University has established a set of procedures for dealing with such matters. The steps involved in grievance resolution are set out in the Student Grievance Resolution Policy and are summarised below.

Please lodge your grievance with the relevant Dean or Director using the Formal Grievance Form. This form is available in two formats:

  1. Student Formal Grievance Form in PDF format
    This form is designed to be filled out online, printed out, signed, dated and returned to the relevant Faculty Dean or Support Unit Director. If you cannot fill out the form online, you can download and fill out the RTF version below.
  2. Student Formal Grievance Form in RTF format
    If you are using a screen reader we recommend this format.

Appeals to the Student Appeals Committee are to be lodged with the Secretary of the Student Appeals Committee. Please use one of the following forms to lodge an appeal with the Student Appeals Committee:

  1. Student Appeals Committee - Academic or Administrative Appeal Form (RTF Format)
  2. Student Appeals Committee - Exclusion Appeal Form (RTF Format)

Academic Grievances

Step 1: Informal Resolution

Students are encouraged, in the first instance, to attempt to resolve matters informally with the individual closest to the source of the grievance. This may mean writing to the staff member whose action or decision has led to the grievance or speaking to the staff member face-to-face.

If the grievance is not resolved to the student's satisfaction then, as part of the informal resolution stage, the student should normally approach the relevant Head of Discipline in an effort to resolve the matter with the staff member concerned.

Step 2: Formal Resolution:

If the matter remains unresolved, you may refer the matter, in writing to the relevant Faculty Dean.  Students attending the University of Canberra College (UCC) should write to the Academic Director, UCC.

Step 3: Appeal

If the matter still remains unresolved, you may appeal to the Student Appeals Committee by writing to the Secretary, Student Appeals Committee, University of Canberra, ACT, 2601, or emailing, SecretarySac@canberra.edu.au.

Step 4: External Review

A student may lodge an appeal to the ACT Ombudsman for a review of a decision of the University's Student Appeals Committee. More information about lodging an appeal is available at: http://www.ombudsman.act.gov.au/.

If a student’s grievance is a discrimination complaint, the student may wish to lodge an appeal to the ACT Human Rights Commission. More information about lodging a complaint is available at: http://hrc.act.gov.au/discrimination/make-discrimination-complaint/.

Administrative Grievances

Step 1: Formal Resolution

For administrative matters, students with a grievance should write to the relevant Director of the administrative unit. There is no informal step for administrative grievances.

Step 2: Appeal

If the matter still remains unresolved, you may appeal to the Student Appeals Committee by writing to the Secretary, Student Appeals Committee, University of Canberra, ACT, 2601, or emailing SecretarySac@canberra.edu.au.

Step 3: External Review

A student may lodge an appeal to the ACT Ombudsman for a review of a decision of the University's Student Appeals Committee. More information about lodging a complaint is available at: http://www.ombudsman.act.gov.au/.

If a student’s grievance is a discrimination complaint, the student may wish to lodge an appeal to the ACT Human Rights Commission. More information about lodging a complaint is available at: http://hrc.act.gov.au/discrimination/make-discrimination-complaint/.

Exceptions to the Student Grievance Resolution Policy

The following are exceptions to the application of the Student Grievance Resolution Policy for the resolution of student grievances:

  • a decision made under the University of Canberra Student Conduct Rules 2015 (i.e. appeals against  the outcome of a Summary Inquiry or a Committee Inquiry);
  • an unsuccessful application for a remittance of a HELP debt. In these cases appeals should be directed in the first instance to the Vice President Operations;
  • a decision made under the University of Canberra Admission Rules 2010 to terminate a student’s enrolment arising from a failure to meet the conditions for continuation under a conditional/probationary offer. In these cases appeals should be directed to the Admissions Committee;
  • a decision made under the University of Canberra Admission Rules 2010 to make an offer of admission subject to conditions or to refuse admission to an applicant. In these cases appeals should be directed to the Admissions Committee;
  • a refusal by the Dean of Students to allow submission of a late Statement of Reasons as per the Academic Progress Policy; or
  • a decision made by an appropriate review authority in accordance with the Academic Progress Policy unless there is new mitigating evidence which was not available at the time the student submitted their statement of reasons as to why they should be allowed to continue with their course of study and might have affected the appropriate review authority's decision had it been available at the time, and/or  there was a failure of process resulting in disadvantage to the student.

Information, advice and support

Students requiring further information or assistance in relation to the University's grievance resolution processes should approach their nominated local contact for advice.

Students at the University's Bruce campus may contact the following student support services:

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