Monash University Policy Bank

Purpose

• To ensure that the rights of both the university and the student are protected when a student submits an academic or administrative complaint or grievance;
• To ensure that university processes enable student academic and administrative grievances and complaints to be resolved as expeditiously and effectively as possible;
• To ensure that the resolution of student academic and administrative complaints and grievances follows standard procedures across the university;
• To codify, collate and publish internal student complaints and grievances procedures in accordance with government requirements.

Scope

• All campuses
• All HDR and coursework programs, including non-award programs
• Prospective students whose complaint or grievance relates to administrative processes during application, selection or admission
• Currently enrolled students
• Complaints and grievances by past coursework students may be lodged up to six months after course completion, or after enrolment is discontinued.
• Complaints and grievances by past HDR candidates may be lodged up to six months: after the written notification of the result of his/her thesis examination; or after written notification that his/her candidature has lapsed, been terminated or not confirmed; or after written notification by the candidate that he/she has withdrawn.
•The University has separate procedures for exclusion for unsatisfactory academic progress, discipline, exclusion for health reasons and complaints of discrimination or sexual harassment. This policy may not be used to:
•Initiate an action about discrimination/sexual harassment or to complain about the outcome of a matter which has been handled under the University’s Discrimination and Sexual Harassment Procedures; or
•to complain about an outcome reached under processes contained in the University’s Unsatisfactory Academic Progress Statute or regulations, the Exclusion for Health Reasons Statute or the Discipline Statute.

Policy Statement

1. Students who lodge an academic or administrative complaint or grievance have the right to due process and a fair hearing.
2. Current and past students may lodge academic or administrative grievances; prospective candidates may lodge only administrative grievances relating to the application, selection or admission process. 
3. Students will be advised during University orientation and induction programs of complaints and grievances procedures and policies and student support services.
4. Student complaints and grievances will be treated in a serious, sensitive, confidential and timely manner and discussed only with those persons relevant to the case or who can provide specialist advice.
5. It is desirable that student complaints and grievances procedures are kept as informal as possible, based on principles of mediation and negotiation. 
6. Only the aggrieved student may make a complaint or give notice of a grievance within this policy.
7. A student must be able to invoke the complaints and grievances procedures without fear of discrimination or victimisation.
8. A student making a complaint or lodging a grievance will be made aware of relevant University support services.
9. Staff involved in resolving student complaints or grievances will act fairly at all times and ensure that decisions will be based on a thorough and unbiased consideration of facts and views expressed by all parties.
10. No action will be taken or suggested to a student without adequate consultation with the relevant staff member.
11. A student or staff member may be accompanied at any mediation, consultation or hearing by one support person. The accompanying person may not act as an advocate for the student or staff member.
12. A student may withdraw a grievance at any stage by giving written notice to the person currently handling it.
13. Where it is determined to be frivolous, vexatious, or lacking in substance, a student’s complaint or grievance may be dismissed. The student must be advised in writing of this decision, including details of the reasons for this decision and the student’s right to make a complaint to the University Student Ombudsman. 
14. The University Student Ombudsman will ensure that resolution of student complaints and grievances follow consistent procedures across the University and will provide independent and impartial review of academic and administrative grievances.
15. Outcomes or decisions reached through application of complaints and grievances procedures must be achievable within University legislation and policies, and State or Commonwealth legislative requirements.
16. A student's enrolment status must be maintained pending the outcome of a formal grievance process. If a student is involved in another proceeding (eg. unsatisfactory academic progress) at the time a formal grievance is lodged, the first proceeding must be determined before the second is commenced. No proceedings may run concurrently. A complaint which is lodged for the purpose of delaying another proceeding may be struck out on the ground that it is frivolous and lacking in substance.

Supporting procedures

Responsibility for implementation

University Student Ombudsman
Deputy Vice-Chancellor (Research) and/or (Education)
Deans of faculties
Associate Deans (Teaching) and/or Associate Dean responsible for research candidates
Heads of academic units
Faculty managers
Faculty grievance officer
University Review Officer
Faculty grievance officers
Divisional Directors and Managers
Plus for HDR student grievances:
Pro Vice-Chancellor (Research and Research Training)
Chair, Research Graduate School Committee
Chair, Research Graduate School Committee Grievance Appeal Panel
Monash Research Graduate School
Research Graduate School Committee
School/department graduate studies coordinators and officers
Monash Postgraduate Association

Status

Key Stakeholders

Victorian Ombudsman
University Student Ombudsman
Deputy Vice-Chancellor (Education)
Deputy Vice-Chancellor (Research)
Pro Vice-Chancellor (Research and Research Training)
University Solicitor’s Office
President of Academic Board
Deans of faculties
Associate Deans (Teaching) and/or (Research)
Heads of academic units
Faculty managers
Faculty grievance officers
University and/or student associations
University Review Officer
Faculty grievance officers
Divisional Directors and Managers
Chair, Research Graduate School Committee
Chair, Research Graduate School Committee Grievance Appeal Panel
Monash Research Graduate School
Research Graduate School Committee
Faculty associate dean responsible for research degrees
School/department graduate studies coordinators and officers
Monash Postgraduate Association

Approval body

Endorsement body

Definitions

Student Complaint: An expression of dissatisfaction from a student with a process, decision or service offered or provided by the University.

Student Grievance: A formal written notice given by a student after an unresolved complaint which initiates Complaints and Grievances Procedures.

Course: An award, non-award or enabling program.

Completion of coursework studies: The date on which the final results of a student’s course/units are ratified by the relevant Faculty Board of Examiners or equivalent.

Completion of research degree: The date on which the final result of a candidate’s HDR program is ratified by the relevant faculty or the Research Graduate School Committee.

Discontinued studies – coursework: Enrolment which has ceased on written advice from the student that he/she has withdrawn; or when the student’s enrolment has been discontinued by the University.

Discontinued studies – research: HDR candidature which has ceased on written advice from the candidate that he/she has withdrawn; or HDR candidature that has lapsed, been terminated or not been confirmed.

HDR: Higher degrees by research

MRGS: Monash Research Graduate School

RGSC: Research Graduate School Committee

Working days: Days other than Saturdays, Sundays and university holidays

Related legislation

Australian Commonwealth and Victorian State Governments

Higher Education Support Act 2003

Ombudsman Victoria

Commonwealth Ombudsman Act 1976

Charter of Human Rights and Responsibilities Act 2006 (Vic)

Education Services for Overseas Students (ESOS) Act 2000 – National Code of Practice 2007

South African Government

Higher Education Act 101 of 1997

Council on Higher Education

Higher Education Quality Committee

Related policies

Privacy Policy

Monash Residential Services – Policy on the Resolution of Breaches of Residential Community Standards and Other Grievances  (pdf 130KB)

HDR candidature: termination policy including non-confirmation HDR candidature research misconduct policy

Related documents

University Student Ombudsman

See the University Student Ombudsman web page

Victorian Ombudsman

See the Monash website on the Victorian Ombudsman

Grievance

• Student grievance information

HDR:

• Handbook for Doctoral and MPhil Degrees Guidelines for convenors of advisory panels/sub committees for grievance, appeals, termination of candidature and discipline hearings.

Date Effective

Review Date

Owner

Author

Contact Person