Grievances
Students who are unhappy about University decisions relating directly to their studies, or with support services provided to accommodate their disability/health condition are encouraged to make their concerns known to the University. Wherever possible, informal processes involving discussion with relevant staff should be used. If an issue remains unresolved through informal processes, more formal grievance processes are available to students. Disability Advisors are available to provide advice and, where appropriate, support in an effort to resolve grievances.
Resolution of Grievances through Informal Procedures
If a request for reasonable accommodation of a disability/health condition has been denied students are encouraged to lodge a complaint with the ESU in the first instance. The ESU will provide advice or assistance to the student and, in this situation, may act as their advocate.
If a member of University staff, a Faculty/Department or administrative office disputes the provision of an accommodation, the matter is referred to the Director, Student Wellbeing who will consult with the ESU, the academic unit or office concerned, and the student to determine a resolution. If a resolution is not achieved, the student may choose to make use of more formalised grievance handling procedures referred to below.
The Dean of Students is available to all undergraduate and postgraduate coursework students of the University who need advice about their studies and University procedures beyond that which is available at the Centre, Department or Faculty level. The Dean of Students is also responsible for the resolution of complex issues but does not provide academic advice. Further information about services provided by the Dean of Students office may be found here
Resolution of Grievances through Formal Procedures
Students who believe they are being discriminated against because of their disability/health condition by an individual member of staff or by the University’s processes are encouraged to utilise the general grievance procedure available to all students. Information regarding this procedure can be found here. Students who are unhappy about any aspect of services provided by the ESU may appeal the decision using the following ESU Complaints handling procedure (see below).
ESU Complaints Handling Policy and Procedure
The ESU welcomes student feedback and is committed to encouraging and supporting students or an advocate to use this procedure without fear of retribution. The ESU treats student complaints seriously and students can expect a response in a timely, fair and confidential manner. All students registering with the ESU will be provided with a copy of this Handbook, which includes the ESU complaints handling procedure.
Policy
• Students may initially make a complaint verbally to the ESU. However, should students wish to formalise their concerns, they will need to do so in writing to the Director, Student Wellbeing, Level 2, C8A Lincoln Building, Macquarie University, North Ryde, NSW, 2109
• Students may seek assistance from ESU staff in documenting complaints if they wish
• Students should be aware of their right to have a support person or advocate (including an interpreter if required) during any meeting they attend to discuss their complaint
• Students wishing to be represented by an advocate must provide to the ESU written permission (including the name and contact details) of the advocate concerned
• If a student wishes to have an advocate present during a meeting to discuss their grievance, and one of their choosing is not available, the ESU will, upon request, advise them of community-based advocacy services
• Students will be reminded of their right to seek assistance from a friend, relative or independent witness to support them through the complaint. Appropriate assistance will be provided by the ESU if a student requires it
• A record of all correspondence or meetings pertaining to any complaint is kept by the ESU in secure storage files
• All information pertaining to student complaints will remain confidential to those involved in their investigation and resolution
• Students will, where possible, have their complaints heard by the appropriate person within five (5) working days of their being lodged
• Students will receive a written response regarding the outcome of their complaint
Procedure
• Students, or their advocate where appropriate, are encouraged to discuss their complaint, in the first instance, with their ESU Disability Advisor. The Disability Advisor may be able to work through the issues of concern to resolve the complaint at this level or, speak with the ESU Special Needs Coordinator for advice
• If a complaint remains unresolved following discussion with a Disability Advisor or the Special Needs Coordinator, a student or their advocate may direct the matter to the Manager, Welfare and Equity Services
• If a complaint remains unresolved following investigation it is to be directed in writing to the Director, Student Wellbeing. The Director, Student Wellbeing, will investigate the complaint and develop an action plan outlining how it is to be responded to within seven (7) working days. The plan will include: actions to be taken; the staff member to be responsible for carrying this out; and the date by which action is to be concluded
• A letter will be forwarded to the student detailing the outcome
• If the outcome is not satisfactory to the student, the complaint may be lodged with the Deputy Vice-Chancellor and Chief Operating Officer for consideration
• The Deputy Vice-Chancellor and Chief Operating Officer will investigate the complaint and provide a response within three (3) weeks of it being lodged
• If a student remains dissatisfied with the response by the Deputy Vice-Chancellor and Chief Operating Officer, they may lodge the complaint with the Vice-Chancellor for consideration. The student will be notified with one (1) month of lodgement of their complaint regarding the Vice-Chancellor’s determination
Remedial Action
• Circumstances leading to the lodgement of a complaint are to be investigated
• If the complaint stems from inadequate ESU policy or practice, strategies will be implemented to ensure that the cause of the complaint does not re-occur
• The Director, Student Wellbeing is responsible for monitoring the remedial action after implementation to ensure its effectiveness
• Changes required to documentation as a result of remedial action shall occur in accordance with ESU policy
Time Limit for Lodging a Complaint
Complaints should be lodged within the time limit indicated in the procedure being utilised in an effort to have them resolved. Where a complaint is concerned with the provision of reasonable accommodations on disability grounds, it should be lodged as early as possible.
External Resolution
If the determination of the Vice-Chancellor is not satisfactory to the student, they may wish to contact an external complaints handling body for advice or assistance. See the list of Advice and Advocacy Organisations for relevant external organisations in NSW. Students residing outside NSW are encouraged to contact the relevant service in their state or territory.
Advice and Advocacy Organisations
Disability Discrimination Legal Service (DDLS)
Address: PO Box 989, Strawberry Hills NSW 2012
Telephone: 1800 800 708 (NSW Only)
Fax: (02) 9310 7788
TTY: (02) 9310 4320
Toll Free: 1800 644 419 (NSW Only)
Complaints and Referral Service (CRRS)
A complaints resolution service for people using Australian Government-funded disability employment and advocacy services.Address: Locked Bag 2705, Strawberry Hills, NSW, 2012
Telephone: Free call 1800 880 052 or (02) 9370 3174
Fax: (02) 9318 1372
TTY: Free call 1800 301 130
Email: crrs@pwd.org.au
Website: http://www.crrs.org.au/
National Relay Service: call the National Relay Service on 1800 555 677 and ask them to call the CRRS.
Translating and Interpreting Service: call the Translating and Interpreting Service on 13 14 50 and ask them to call the CRRS for you.
NSW Anti-Discrimination Board
Address: PO Box A2122, Sydney South 1235
Telephone: General office number - (02) 9268 5555
Toll free: 1800 670 812 (for rural and regional New South Wales only)
General Enquiry Service & Employers Advisory Service (02) 9268 5544
Fax: (02) 9268 5500
TTY: (02) 9268 5522
Website: http://www.lawlink.nsw.gov.au/adb
Human Rights and Equal Opportunity Commission (HREOC)
Address: GPO Box 5218, Sydney, NSW 2001
Telephone: (02) 9284 9600
General enquiries and publications: 1300 369 711
Fax: (02) 9284 9611
TTY: 1800 620 241
Complaints Infoline: 1300 656 419
Privacy Hotline: 1300 363 992
Website: http://www.hreoc.gov.au/