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Message from the Vice-Chancellor
Dear UTAS students
The University of Tasmania undertakes to provide a secure, supportive and academically challenging environment for teaching and learning and research supervision – an environment in which you will be stimulated to reach a high level of intellectual attainment. We understand that you may experience problems along the way, and the University is committed to providing an environment in which any concerns and complaints will be treated seriously, impartially and resolved as quickly as possible. We are also committed to ensuring that a student may lodge a complaint without fear of disadvantage.
This website provides information about what you can do if you have a concern or complaint that is affecting your study. It contains information on who to contact and how to lodge your complaint, together with links to relevant University policies and procedures. It is worth remembering that most issues can be resolved informally through discussion with your lecturer, course adviser, head of school or dean, or the head of the relevant administrative section. Administrative staff in the schools, faculties and from the Office of Governance & Legal and, of course, your student association are also available to provide you with guidance and advice. The University also has the services of an independent Complaints Commissioner who is available to provide free advice and assistance. The Complaints Commissioner provides an annual report to Academic Senate and University Council on general matters relating to student complaints. If issues of a recurrent nature are identified, action is taken to review the appropriate policies or procedures.
Our objective in providing a wide range of student services is to ensure that your time at UTAS is stimulating, productive and enjoyable. This website is designed to facilitate speedy resolutions to problems, and I hope you find it helpful if ever needed.
Best wishes for your studies.
Professor Daryl Le Grew
Vice-Chancellor
RESOLVING STUDENT COMPLAINTS AT THE UNIVERSITY OF TASMANIA
The University aims to ensure that your time here is enjoyable and rewarding. This leaflet provides information about what you can do if you have a concern or complaint that is affecting your study. It is useful to remember that most issues can be resolved informally and therefore you are encouraged to discuss the matter with the person involved as a first step. This web page deals primarily with complaints concerning assessment and academic progress; however advice on who to contact concerning complaints about non-academic issues is also included.
SOURCES OF INFORMATION
A self-help checklist is available to assist students find the most appropriate source of help. To make sure that you are aware of your rights and responsibilities as a student read the Rules of Academic Assessment, Rules of Admission and Student Progress, Rules of Graduate Research, Rules of Registration of Graduate Research Supervisors and Ordinance of Student Complaints.
COMPLAINTS COMMISSIONER
The University has appointed a Complaints Commissioner to assist with complaints (eg credit transfer, assessment, exclusion). The Commissioner is independent of the University, has experience in conflict resolution and a knowledge of University policy & procedures. Functions are:
- to be available to be consulted by a student with a complaint
- to provide advice & assistance to the student
- where appropriate, to attempt to achieve a negotiated settlement of the complaint.
The Complaints Commissioner is impartial and objective, will investigate the complaint to determine if you have been treated fairly and ensure that current policies and procedures have been followed or assist you lodge a formal complaint under the Ordinance. The Complaints Commissioner is not specifically "on the student's side". The service is free and confidential.
You should take all reasonable steps to resolve the complaint yourself before contacting the Complaints Commissioner. A representative from the Tasmania University Union can provide support during the early stages.
The Commissioner is Mr David Williams.
Students from any part of the State can contact the Commissioner.
HOW TO RESOLVE A COMPLAINT
Step 1. Approach the school or faculty concerned and attempt to resolve the matter.
Decide if the issue is academic or non-academic and find out who you need to see about it. If you are not sure, check with Governance & Legal or the Tasmania University Union. Some common examples of academic concerns and initial contacts include:
- Academic progress: eg enrolment choices, credit granted (see your faculty adviser and request a review)
- Assessment: feeling an assessment is unfair (see your lecturer and/or get a Review of Assessment form from Student Centre)
- Progress in your course. Probation or exclusion after a review (see your faculty adviser)
- Concerns about higher degrees by research issues (see the Dean of Graduate Research)
(Examples of non-academic issues and who to contact appear at the end of this leaflet).
Step 2. If you cannot resolve a complaint directly, initiate a complaint with the Complaints Commissioner by completing a Student Complaint Notification form, available on-line. You will need to outline the complaint and steps you've taken to resolve it.
Step 3. The Complaints Commissioner will contact you. You will be notified within 5 working days that your complaint has been received, outlining proposed arrangements to discuss your complaint. (The Commissioner is not full time so you may not receive an immediate response). Your complaint will be handled within the bounds of confidentiality that you agree to. The Commissioner may meet with other staff who are involved to discuss your problem.
WHAT ELSE SHOULD I KNOW ABOUT THE COMMISSIONER?
The Commissioner has the following powers:
- access to all relevant people and documents
- ability to extend time limits, notably those prescribed in the Ordinance of Student Complaints, if required to achieve a settlement.
They will attempt to resolve complaints fairly and, if possible, informally. This does not mean finding anyone "guilty", but finding the best outcome for all involved. As with any complex issue it may take some time to resolve a complaint if it requires discussions with several people. You will be kept informed of progress and the outcome of the Commissioner's discussions. (In turn you should keep the Commissioner informed of dicssussions you have/any decisions made). It may not be possible for you to achieve your desired outcome, depending on the issues involved.
The Commissioner is appointed by the Executive Director of Finance and Administration and is required to provide an annual report on general matters relating to student complaints. If issues of a recurrent nature are identified, the Commissioner may make recommendations regarding policy and procedures.
Some common examples of non-academic issues and contacts:
- Library or computing problems (see Librarian or IT Service desk)
- Housing (see the Accommodation Office, TUU or Accommodation Services as appropriate)
- Timetable problems (see your school or faculty contact)
- HECS/Fees-Help (see Student Centre)
- Discipline matters (your student association may be able to assist with an appeal)
- Harassment or discrimination (see a Harassment and Discrimination Contact Officer)
OTHER AVENUES
If your complaint cannot be settled through the internal UTAS procedure, you can then contact the Ombudsman or, for complaints involving alleged discrimination, the Anti-Discrimination Commissioner. Those external bodies may be able to assist you once you have exhausted the internal avenues.
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