Section 5 - Relationship to TEQSA Threshold Standards

(5) This Procedure 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 occurrence and nature of formal complaints are monitored and action is taken to address underlying causes.

Section 6 - Three Level Complaint Resolution 

(6) Where a student seeks assistance to resolve a complaint, responsibility for receipt and resolution of student-related complaints at the different levels is as follows.

(7) Complaints should be resolved within a reasonable timeframe, as appropriate to the nature of the complaint. Complaints should be submitted to the Student Ombudsman Office in writing. The Student Ombudsman Office will acknowledge receipt of a complaint within five working days.

(8)  These procedures emphasise resolution of complaints as early as possible and directly with those involved, where possible.

Level 1 – Informal resolution of compliant

(9) Most complaints are resolved informally, through discussion with the involved parties.

(10) It is expected that, in the first instance, a student will attempt to resolve matters as soon as possible and directly with the person/s concerned.

(11) Students are encouraged to review relevant policies and procedures and may seek information, advice and support as appropriate from the Student Ombudsman and/or from relevant school/faculty/division/portfolio and services and departments. For higher degree research students this can include the Graduate Research Centre and Graduate Research Education and Development.

(12) After seeking information and advice in relation to a matter of concern, a student may:

1. take no further action; or
2. make an informal approach to the person/s concerned; or
3. request that a relevant University officer assist them to informally resolve the complaint; or
4. ask the Student Ombudsman to assist with informal resolution of the complaint.

(13) Any relevant University officer receiving a request for assistance to resolve a complaint should normally commence action to resolve the matter within 10 working days of receipt of the complaint.

(14) A student seeking assistance from the Student Ombudsman is expected to advise the Student Ombudsman of all matters of concern and outcomes sought. After consultation with the student the Student Ombudsman may contact the relevant school/faculty/division/institute, or persons concerned to facilitate resolution of the complaint.

(15) If the complaint is not able to be resolved within a reasonable timeframe and relatively informally, the Student Ombudsman may nominate an appropriate individual to assist with informal resolution of the matter.

(16) The process of resolution may involve information gathering, consultation, liaison or conciliation with relevant parties.

(17) Where the Student Ombudsman requests another person to facilitate the process, this person must advise the Student Ombudsman in writing of the proposed resolution including the reasons and recommendations for action.

(18) The Student Ombudsman or relevant University officer will notify the complainant (and relevant parties) in writing of the outcome.

(19) Where appropriate, or where any underlying systemic issues are identified, the Student Ombudsman may make recommendations for further action. Actions recommended by the Student Ombudsman must be implemented as soon as practicable by the relevant operational area, or a rationale provided for not accepting the actions recommended.

(20) Where a student is dissatisfied with the outcome, they may apply to the Student Ombudsman for Level Two complaint resolution, or the Student Ombudsman may determine that it is appropriate to progress the matter to Level Two.

Level Two - Formal Resolution of Complaint

(21) The complainant may request in writing that the Student Ombudsman refer their complaint to the relevant senior officer. The request should identify all matters of concern and outcomes sought. The Student Ombudsman will normally facilitate the process and advise the complainant of available support services where appropriate. Following consultation with the complainant, the Student Ombudsman may elect to handle the complaint in the first instance by discussions with the relevant parties. Resolution of the matter at this level should normally be commenced within 10 working days of receipt of the complaint by the Student Ombudsman.

(22)  Students may be accompanied to meetings with the Student Ombudsman by a support person. A support person must not be a practicing lawyer. The support person’s role is confined to assisting a student during the meeting to understand the process undertaken. 

(23) A relevant senior officer will normally be requested to initiate a formal process where an informal approach has been unsuccessful; or an informal process is not appropriate.

(24) The senior officer may undertake any of the following to resolve the complaint:

1. consider all relevant matters and where appropriate make further enquiries;
2. review all relevant documents;
3. consider the complaint in the context of QUT policy and procedures;
4. discuss the situation with the complainant and relevant parties to the complaint in an attempt to conciliate the matter; and
5. conduct an investigation or, in consultation with the Student Ombudsman, appoint a suitably qualified person to do so on their behalf.

(25) Should the senior officer conduct an investigation, the senior officer may undertake any of the following:

1. interviewing or seeking further information taking written statements from the complainant, respondent, and other relevant parties including those who handled the complaint at earlier levels;
2. seeking advice from any person deemed appropriate;
3. discussing options for resolution with the relevant parties; and
4. giving the complainant and the respondent an opportunity to respond to all relevant information gathered.

(26) The senior officer, in consultation with the Student Ombudsman and in accordance with procedural fairness, will determine how the complaint is to be resolved.

(27) The Student Ombudsman will be advised in writing of the reasons for the senior officer's decision, and proposed actions.

(28) The Student Ombudsman will advise the complainant (and relevant parties) in writing of the outcome.

(29) Where appropriate, or where any underlying systemic issues are identified, the Student Ombudsman may make recommendations to the senior officer, as relevant, for further action. Actions recommended by the Student Ombudsman must be implemented as soon as practicable by the relevant operational area or a rationale provided for not accepting the actions recommended.

Level Three - Formal Complaint Determination

(30) A complainant cannot proceed to Level Three of the formal resolution process without an attempt to resolve the complaint at Level Two.

(31) Where the complaint is not resolved at Level Two, the complainant may request that the Vice-President (Administration) and University Registrar progress the complaint to Level Three. The request must be made within 10 working days of notification of the outcome at Level Two.

(32) The matter will not be accepted at Level Three unless the application presented by the complainant includes:

1. new information that may have had a material effect on the result at Level Two had it been known at the time; or
2. reasons why the decision made at the conclusion of Level Two does not comply with QUT policy or procedure.

(33) The Vice-President (Administration) and University Registrar will not progress complaints to Level Three that are lacking in substance or repeat and pursue issues which have been previously addressed. The Vice-President (Administration) and University Registrar will be provided with access to all records related to the management of the complaint.

(34) Where the Vice-President (Administration) and University Registrar decides that the matter should proceed to Level Three, an independent investigation will commence. The Vice-President (Administration) and University Registrar following consultation with the Student Ombudsman, will elect for this to be undertaken either:

1. by a panel; or
2. by an independent person with specific skills, expertise or knowledge relevant to the complaint; or
3. by seeking an independent investigator to provide a report on factual findings, which is provided to a panel to determine whether the complaint is substantiated.

(35) Once the Vice-President (Administration) and University Registrar has determined the method for investigation, and the investigator or panel membership, the relevant parties will be advised of the process and expected timeframe.

(36) If required, an investigation panel will consist of members with expertise in the relevant area:

1. an independent Chair (internal or external to the University);
2. a senior staff member of the University (Where the complainant is a higher degree research student, and the complaint is research related, this panel member may be a member of Research Degrees Committee);
3. a nominee of the Vice-Chancellor and President, (the Vice-Chancellor and President will consult with the QUT Student Guild before making the nomination).
4. A nominee of the Vice-President (Administration) and University Registrar will act as secretary.

(37) The complainant and/or the respondent may elect to be supported by a person of their choice who could be a representative of the QUT Student Guild. This person must not be a practising lawyer. The support person’s role is confined to assisting a student during the meeting to understand the process undertaken

(38) The panel/investigator will establish procedures in accordance with procedural fairness, and advise the parties of the procedures to be adopted. This may include:

1. interviewing (or taking written statements from) the complainant, respondent, and other relevant parties including those who handled the complaint at earlier levels;
2. reviewing all relevant documents;
3. considering the complaint in the context of QUT policy and procedures;
4. seeking advice from any person deemed appropriate; and
5. giving the complainant and the respondent an opportunity to respond to all relevant information gathered.

(39) The panel/investigator will advise the Vice-President (Administration) and University Registrar of the findings and recommended actions based on all relevant circumstances. The Vice-President (Administration) and University Registrar will advise the appropriate senior officer of any accepted recommendations arising from the investigation. The Vice-President (Administration) and University Registrar will advise the complainant and relevant parties of the outcome. If internal complaint avenues have been exhausted,  the Student Ombudsman Office or relevant Senior Officer will advise the complainant in writing within 10 working days of reaching an outcome of their right to access an external complaints handling process. 

(40) A copy of the panel/investigator's report will be provided to the Student Ombudsman by the Vice-President (Administration) and University Registrar. Where appropriate, or where any underlying systemic issues are identified, the Student Ombudsman, may make recommendations for further action to the Vice-President (Administration) and University Registrar, or relevant QUT Officer. Actions recommended by the Student Ombudsman and accepted by the Vice-President (Administration) and University Registrar must be implemented as soon as practicable by the relevant operational area, or a rationale provided for not accepting the actions recommended.