Appendix 1

It is important that:
- the student has read and understood the relevant materials (eg. the relevant policy, Unit Outlines) before proceeding;
- all matters are discussed as quickly as possible and close as possible to the source of the problem;
- there are grounds for the complaint/appeal, as defined in the relevant policy/regulations .

The accompanying chart illustrates some of the concerns that might arise for students of the University, the relevant policies, and appropriate channels of escalation. It should be noted that complaints/appeals should be made in writing to the relevant University officer.
It must be understood that not every concern can be answered to each complainant’s satisfaction; there will be occasions when the University, in following its procedures, legitimately will not give an affirmative response to a request. The Grievance Management process would only be invoked if there were clear grounds to proceed.

RESOLVING ACADEMIC CONCERNS

Subject Matter	Sequence of Contact

Entry to a course Eg. A student considers that special factors regarding their eligibility for admission to a course have not been taken into account	Head of School	Faculty Dean	Pro-Vice-Chancellor (Academic Affairs)
A School decision that directly affects a student Eg. A School has chosen to retract a subject after it has been advertised to be offered and students have been enrolled	Course Coordinator	Head of School	Faculty Dean
A Faculty decision that directly affects a student Eg. The Faculty is changing the course structure and required books mid-year	Head of School	Faculty Dean	Pro-Vice-Chancellor (Academic Affairs)
A decision affecting PhD candidature (other than those covered by the Research and Professional Doctorate Degree Regulations)	Head of School	Faculty Dean	Pro-Vice-Chancellor (Academic Affairs)
Assessment requirements Eg. The Unit Outline criteria have not been followed when assessing students. There was no Unit Outline given	Academic Staff Member Concerned	Head of School	Faculty Dean
Academic standards (eg. teaching, supervision, units, workloads) Eg. Lecturer regularly turns up late to lecture	Academic Staff Member Concerned	Head of School	Faculty Dean

Subject Matter	Sequence of Contact

Result in a unit (see Academic Regulations) Eg. The student believes that published University regulations or procedures were not followed	Lecturer in Charge of Unit	Head of School	Faculty Board	Academic Board
Termination of enrolment (see Academic Regulations) Eg. The student believes that published University regulations or procedures were not followed	Course Coordinator	Head of School	Faculty Board	Academic Board
Intellectual property Eg. A student’s work is plagiarised by another person • a coursework unit • a research unit	Lecturer-in -charge of Unit Academic Staff Member supervising the student's work	Head of School Head of School	Faculty Dean Faculty Dean	Pro-Vice Chancellor (Academic Affairs) Arbitration by the Australian Commercial Disputes Centre (with reference to research work)
Research ethics Eg. A student’s research project breaches the conditions prescribed in the ethical clearance approval	Principal research supervisor	Chair, Human Research Ethics Committee	University Research and Research Training Management Committee

RESOLVING ADMINISTRATIVE CONCERNS

Subject Matter	Sequence of Contact

Administration of University policies, procedures	Staff member concerned	Manager/Head of relevant section	Head of Directorate (eg Academic Registrar, Director of Finance, Dean)	Executive Director, University Services/Pro-Vice-Chancellor (Academic Affairs)
Availability of or access to central computing facilities	Staff member concerned	Manager/Head of relevant section	Director, Information Technology and Communication Services	Executive Director, University Services
Availability of or access to Library facilities	Staff member concerned	Manager of relevant Library	Director, Libraries	Pro-Vice-Chancellor (Academic Affairs)

RESOLVING EQUITY AND SEXUAL HARASSMENT CONCERNS

Subject Matter	Sequence of Contact

Sexual Harassment	Sexual Harassment Advisor	Equal Opportunity Officer	Sexual Harassment Resolution Procedures