Student Complaint Type and Responsibilities Schedule

Schedule overview

1 Purpose

To establish:

  • The University's classifications for Complaints by Students (known as the Complaint Type); and
  • The responsibilities for the management of each Complaint Type.

Student Complaint Management Procedure forms the basis of the Student Complaints Management System which directs Complainants to the process set out in the relevant policy and/or procedure for that Complaint Type. Note: some Complaints may fulfil the criteria for more than one Complaint Type and will thus be progressed along multiple pathways.

If the Complaint Type is not clear, the Complaint is to be referred to the Director (Integrity and Professional Conduct) for Decision and referral.

2 Scope

This schedule must be read in conjunction with the Student Complaint and Appeal Policy and is subordinate to it.

3 Schedule

The following is an indicative list of Complaint Types by Students. It is not intended as an exhaustive listing of all possible Complaint Types, and similarly the Policy and Procedure listed for that Complaint Type are representative of the most typical resolution process, but are not necessarily the only process by which a Complaint may be progressed.

Complaint Type

Policy

Procedure

Contact Officer(s)

Complaint management handling Complaint

Student Complaint and Appeal Policy

Student Complaint Management Procedure

Director (Integrity and Professional Conduct)

Council member conduct

Policy on Complaints Involving Council Members

Complaints Involving Council Members Procedure

Vice-Chancellor

Employee conduct

Code of Conduct Policy

Disciplinary Action for Misconduct and Serious Misconduct Procedure

Disciplinary Action for Misconduct and Serious Misconduct Procedure

Chief People Officer

Employee Research Misconduct

Code of Conduct Policy

Research Code of Conduct Policy

Research Code of Conduct: Management of Potential Breaches Procedure

Deputy Vice-Chancellor (Research and Innovation)

Fraud and corruption

Fraud and Corruption Policy and Procedure

Fraud and Corruption Policy and Procedure

Director (Integrity and Professional Conduct)

Harassment, Bullying and Discrimination Complaint

Code of Conduct Policy

Student Code of Conduct Policy

Employee Complaints and Grievances Policy

Discrimination, Bullying and Harassment Complaints Against Employees Procedure

Student General Misconduct Procedure

Harassment and Discrimination Complaint Resolution for Students Policy and Procedure

Disciplinary Action for Misconduct and Serious Misconduct Procedure

Pro Vice-Chancellor (Students) and Chief People Officer

Informal Complaints and feedback

Student Complaint and Appeal Policy

Student Complaint Management Procedure

Pro Vice-Chancellor (Students)

Other/Miscellaneous

Student Complaint and Appeal Policy

Student Complaint Management Procedure

Pro Vice-Chancellor (Students)

Privacy

Privacy Policy

Privacy Policy

Director (Integrity and Professional Conduct)

Public interest disclosure

Public Interest Disclosure Policy

Public Interest Disclosure Procedure

Director (Integrity and Professional Conduct)

Right to information

Right to Information Policy

Right to Information Procedure

Manager (Enterprise Information Management Services)

Student Academic Misconduct

Student Academic Integrity Policy

Student Academic Misconduct Procedure

Pro Vice-Chancellor (Students)

Student conduct

Student Code of Conduct Policy

Student Code of Conduct Policy

Pro Vice-Chancellor (Students)

Student Research Misconduct

Research Code of Conduct Policy

Research Code of Conduct: Management of Potential Breaches Procedure

Deputy Vice-Chancellor (Research and Innovation)

Workplace health and safety

Work Health and Safety Policy

University Safety Management System

Chief People Officer

4 References

Nil.

5 Schedule Information

Accountable Officer

Vice-Chancellor

Responsible Officer

Deputy Vice-Chancellor (Academic)

Policy Type

Governance Policy

Policy Suite

Student Complaint and Appeal Policy

Approved Date

8/12/2014

Effective Date

20/7/2015

Review Date

20/7/2018

Relevant Legislation

Age Discrimination Act 2004

Anti-Discrimination Act 1991

Australian Human Rights Commission Act 1986

Disability Discrimination Act 1992

Disability Services Act 2006 (Qld)

Education Services for Overseas Student Act 2000

Equal Employment Opportunity (Commonwealth Authorities) Act 1987

Fair Work Act 2009

Human Rights Act 2019

Public Interest Disclosure Act 2010 (Qld)

Public Sector Ethics Act 1994

Racial Discrimination Act 1975

Racial Hatred Act 1995

Sex Discrimination Act 1984

University of Southern Queensland Act 1998

Work Health and Safety Act 2011 (Qld)

Workplace Gender Equality Act 2012

Related Policies

Employee Complaints and Grievances Policy

Harassment and Discrimination Complaint Resolution for Students Policy and Procedure

Records and Information Management Policy

Student Code of Conduct Policy

Student Expectations and Responsibilities Policy

Related Procedures

Student Complaint Management Procedure

Related forms, publications and websites

Feedback, Complaints and Appeals

Definitions

Terms defined in the Definitions Dictionary

Academic Integrity

Academic Integrity means acting with the values of honesty, trust, fairness and respect in learning, teaching and Research. It is important for Students, academics, Researchers and all staff to act in an honest way, be responsible for their actions, and show fairness in every part of their work. Staff should be role models to Students. Academic Integrity is important for an individual'...moreAcademic Integrity means acting with the values of honesty, trust, fairness and respect in learning, teaching and Research. It is important for Students, academics, Researchers and all staff to act in an honest way, be responsible for their actions, and show fairness in every part of their work. Staff should be role models to Students. Academic Integrity is important for an individual's and an institution's reputation (EAIP, 2013).

Academic Misconduct

Academic Misconduct encompasses all behaviours, including doing as well as attempting to do, any of the acts, omissions or activities that constitute Academic Misconduct: involving the misrepresentation of academic achievement; or undermining the core values (honesty, trust, fairness and respect) of Academic Integrity; or breaching Academic Integrity; whether intentional or unintenti...moreAcademic Misconduct encompasses all behaviours, including doing as well as attempting to do, any of the acts, omissions or activities that constitute Academic Misconduct: involving the misrepresentation of academic achievement; or undermining the core values (honesty, trust, fairness and respect) of Academic Integrity; or breaching Academic Integrity; whether intentional or unintentional. Academic Misconduct includes, but is not limited to the following: Plagiarism; submitting (for Assessment or review) work prepared by another person; Collusion, such as any unauthorised collaboration in preparation or presentation of work, including knowingly allowing personal work to be copied by others; all forms of Cheating in examinations and other Assessment tasks; Contract Cheating and Solicitation; offering or accepting bribes (money or sexual or other favours), e.g. for Admission or for Marks/Grades; and fabrication or falsification of information or Student identity (TEQSA Guidance Note: Academic Integrity, Version 1.2, 28 March 2019).

Bullying

Bullying occurs where an individual or group of individuals repeatedly behaves unreasonably towards a person or group of persons (in this instance, a Student or group of Students), and that behaviour creates a risk to health and safety....moreBullying occurs where an individual or group of individuals repeatedly behaves unreasonably towards a person or group of persons (in this instance, a Student or group of Students), and that behaviour creates a risk to health and safety.

Complaint

A Complaint is an “expression of dissatisfaction made to or about the University, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”....moreA Complaint is an “expression of dissatisfaction made to or about the University, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

Decision

A determination made by an Employee, contractor or other authorised delegate in the course of their duties on behalf of the University....moreA determination made by an Employee, contractor or other authorised delegate in the course of their duties on behalf of the University.

Pro Vice-Chancellor (Students)

The person bearing that title including a person acting in that position....moreThe person bearing that title including a person acting in that position.

Employee

A person employed by the University and whose conditions of employment are covered by the USQ Enterprise Agreement and includes persons employed on a continuing, fixed term or casual basis. Employees also include senior Employees whose conditions of employment are covered by a written agreement or contract with the University....moreA person employed by the University and whose conditions of employment are covered by the USQ Enterprise Agreement and includes persons employed on a continuing, fixed term or casual basis. Employees also include senior Employees whose conditions of employment are covered by a written agreement or contract with the University.

Informal Complaint

A Complaint expressed either verbally or in writing to a relevant delegate, which is not dealt with through a formal process of the University. It may involve a discussion with relevant parties in order to receive information and explore options on resolving the matter. It does not involve a formal investigation or the determination of evidence....moreA Complaint expressed either verbally or in writing to a relevant delegate, which is not dealt with through a formal process of the University. It may involve a discussion with relevant parties in order to receive information and explore options on resolving the matter. It does not involve a formal investigation or the determination of evidence.

Student

A person who is admitted to an Award Program or Non-Award Program offered by the University and is: currently enrolled in one or more Courses or study units; or not currently enrolled but is on an approved Leave of Absence or whose admission has not been cancelled....moreA person who is admitted to an Award Program or Non-Award Program offered by the University and is: currently enrolled in one or more Courses or study units; or not currently enrolled but is on an approved Leave of Absence or whose admission has not been cancelled.

Definitions that relate to this schedule only

Keywords

Complaint

Record No

14/1631PL

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