• Section 1 - Role of Student Ombudsman
• Section 2 - Application
• Section 3 - Roles and Responsibilities
• Section 4 - Relationship to TEQSA Threshold Standards
• Section 5 - Functions of the Student Ombudsman Office
• Section 6 - Status of Student Ombudsman and Deputy Student Ombudsman
• Section 7 - Complaint Resolution Process

Section 1 - Role of Student Ombudsman

(1) The Student Ombudsman Office has been established by QUT to ensure students receive fair and equitable treatment. It provides a confidential, independent and impartial resource for the resolution of formal and informal student complaints relating to administrative and academic decisions.

Section 2 - Application

(2) The services provided by the Student Ombudsman Office are available to all students and immediate past students as defined in the Resolution of Student Related Complaints Policy.

Section 3 - Roles and Responsibilities

Section 4 - Relationship to TEQSA Threshold Standards

(3) This Policy assists the University satisfy the provision of standards within 2.4 Student Grievances and Complaints and 6.2 Corporate Monitoring and Accountability, specifically Standards 2.4 and 6.2.1j, of the Higher Education Standards Framework (Threshold Standards) 2021. These standards ensure current students have access to mechanisms that are capable of resolving complaints and the occurence and nature of formal complaints are monitored and action is taken to address underlying causes.

Section 5 - Functions of the Student Ombudsman Office

(4) The primary functions of the Student Ombudsman Office are to:

1. provide advice to students and staff encountering difficulties associated with student related policies and procedures;
2. provide advice on academic and administrative matters affecting students and strategies for reducing the number of formal appeals lodged by students;
3. carry out the University's procedures for resolution of student related complaints according to Resolution of Student Related Complaints Policy;
4. undertake formal investigation of student related complaints which cannot be resolved by other means; and
5. encourage and facilitate innovation and improvements in the quality of the University's administrative, teaching, learning and student service processes and promote input by staff, students and relevant third parties/external bodies into development of University policies.

(5) The Student Ombudsman attends University Appeals Committee by invitation.

Section 6 - Status of Student Ombudsman and Deputy Student Ombudsman

(6) The Student Ombudsman and Deputy Student Ombudsman are QUT staff.

(7) The University recognises that the Student Ombudsman and Deputy Student Ombudsman must maintain neutrality, independence and confidentiality in performing their role. The Student Ombudsman and Deputy Ombudsman have direct access to all levels of the University, including senior officers such as the Vice-Chancellor and President, Provost/Senior Deputy Vice-Chancellor and Head of Academic Division, as well as Executive Deans of faculty and Heads of School, academic and administrative staff.

(8) The Student Ombudsman can:

1. talk to University staff;
2. inspect documents;
3. get legal advice; and
4. recommend changes to University practices to prevent similar complaints.

(9) Where a Conflict of Interest (CoI) arises which may compromise the Student Ombudsman or Deputy Student Ombudsman's independence and impartiality (e.g. where a matter arises from an academic activity or administrative decision in which the Student Ombudsman has had a direct involvement), the matter will be referred to the Head of Academic Division for resolution.

Section 7 - Complaint Resolution Process

(10) The Resolution of Student Related Complaints Procedure provides the resolution process.