What is the procedure for filing a complaint?
- Exhaust established procedures
- Making contact with the Office
- Your first meeting with the Student Ombud
- What to bring
- Resolution
- Identified problems with policies and procedures
- When is a complaint not a complaint
Exhaust all established procedures to resolve your complaint
Normally you would pursue all avenues available to you within the University before approaching the Office. Except in instances of unlawful discrimination and harassment, the Student Ombud should be a last resort within UniSA.
The University has a number of policies and procedures for dealing with the different kinds of problems or issues you may face in the course of your study. Procedural flowcharts giving you an overview of these procedures may be accessed through the link. You can access the individual procedures themselves from the flowchart.
Generally speaking you are encouraged to try to solve any problem you have at the local level by approaching the person concerned or the person who you believe can help you.
If this fails you should approach or write to the person in charge - this may be the Manager, the Program Director or the Head of School. You should try to keep a record of your attempts to resolve the issue.
If you have done all you can and are still dissatisfied with the outcome you may seek help from a Student Advisory Officer or the Student Ombud.
If your issue is about unlawful discrimination or harassment, then you may approach the Student Ombud directly or ask for advice from an Equity Contact.
If you are unsure whether your complaint has reached the stage for the Student Ombud, contact the office for advice.
Making Contact with the Student Ombud Office
Staff of the Student Ombud Office will, if appropriate, make an appointment with the Student Ombud. For on campus students this will generally be a face to face meeting and this can be arranged to take place on any campus. The preferred site is at the City West Campus where the Student Ombud Office is located. For all off-campus students a discussion may need to be by telephone or email. Every attempt is made to provide students with easy access to the Student Ombud.
If your situation is an emergency we will endeavour to re-arrange schedules to see you immediately or at the earliest possible time. We also appreciate that some students may not be able to meet during normal business hours and alternative arrangements can be made.
Your first meeting with the Student Ombud
Your first meeting with the Student Ombud will generally follow these steps:
- Initially the Student Ombud will need to establish if your complaint falls within the role of the Student Ombud and whether she believes there is any basis for your complaint.
- You will be asked to complete an 'Authority to Investigate a Complaint' form provided by the Student Ombud Office
This document gives the Student Ombud the authority to investigate your complaint and provides some background information for the Office such as contact details and a brief description of the problem for which you are seeking assistance.
- You will need to provide all relevant information for the Student Ombud
At a meeting with the Student Ombud you will be asked to discuss the history of the complaint in detail. During this discussion the Student Ombud may take some written notes of the information you provide as this may assist with the investigation. Any documentation you provide will be photocopied and placed in a confidential file.
- You have to decide what you want the Student Ombud to do for you - what is your preferred outcome?
The Student Ombud will try to confirm with you what you believe is necessary to resolve the complaint. Before approaching the Office you may wish to consider what you really want the Student Ombud to do and what outcome you would prefer. If you are unsure about this the Student Ombud will help to clarify the options for you. Remember however that the Ombud is not a student advocate, but must remain impartial.
Once the above is completed and the Student Ombud believes you have a legitimate complaint, she will commence investigation. During the investigation the Office will try to keep you informed but you are welcome to contact the Office at any time for a progress report. You also need to make contact if any new information arises which relates to your complaint.
The Student Ombud attempts to resolve complaints fairly and informally wherever possible. The Student Ombud does not act as an advocate for either side in a dispute and does not attribute blame. There is no ‘innocent’ or ‘guilty’ party and a ‘win-win’ position is the ideal, desired outcome.
During the investigation, principles of natural justice are observed and the Student Ombud will usually have discussions with all parties involved. This ensures that all views are heard and all facts are known to assist in finding a fair and balanced outcome.
On your first visit it is not necessary to bring anything with you. However, if you have documentary evidence of your complaint or description of the events this may be useful for the investigation. Generally, copies of documentation will be made and these will be kept in a confidential file.
The Student Ombud will access all appropriate individuals and documents in an endeavour to resolve complaints fairly using the principles of natural justice. There is no guarantee that the complaint will be resolved in the way you wish. This is because circumstances of each case differ and that the University policies and procedures must be followed. The Student Ombud does not take sides or act as an advocate for either side in a dispute.
When an outcome is achieved you will be contacted by this Office, usually in writing.
Identified problems with policies and procedures
An important role of the Ombud is to identify problems in the University's policies and procedures which may come to light through the investigation of your complaint. When this occurs the Student Ombud will make recommendations to those responsible to prevent re-occurrence.
The investigation of your complaint will sometimes result in changes which will benefit other students even if your own particular situation appears to have an unsuccessful resolution. Even if you consider your own problem cannot be rectified you may still wish to contact the Student Ombud to ensure that a particular practice or procedure does not continue.
When is a complaint not a complaint
If you are unsure please contact the Student Ombud Office. In general terms a complaint will not be taken up if the Student Ombud is of the opinion that:
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The complaint is frivolous, trivial or not in good faith
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The complainant (student making the complaint) has an insufficient interest in the matter
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The conduct complained of occurred at too remote a time to justify investigation
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In relation to the conduct complained of, there is available to the complainant an alternative and satisfactory means of redress
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The conduct complained of is not of a character that concerns the University within its functions, responsibilities and powers as defined in the University of South Australia Act, Statutes, By-Laws and policies.