Feedback and Complaints - Southern Cross University

Feedback and Complaints - Southern Cross University
Feedback and complaints
On this page
Feedback and Complaints Framework
Providing Feedback
Making a Complaint
Guidance for Complaints
Confidentiality
Complaints Assistance Officer
Student Misconduct
Links to Policies and Procedures
Gender-based Violence
Pathways for Complaints
NSO Trauma Informed Complaint Handling Webinar
Feedback and Complaints Framework
The University has established a Feedback and Complaints Framework to provide for submission of feedback and the timely and fair resolution of complaints.
Importantly, however, your first point of contact if you, or someone you know, has had their safety or well-being compromised is to call 1800 SC HELP (
1800724357
).
The Feedback and Complaints Flowchart and information below on this webpage will help you to decide the appropriate avenue and how to proceed with your feedback or complaint.
View
Feedback and Complaints Flowchart
Pathways for your complaint. There are different pathways for complaints which are set out below, and in the Feedback and Complaints Flowchart. You will receive an acknowledgement of your complaint within 5 working days and an assessment of your complaint will be commenced within 10 working days in accordance with the
Complaints Policy – Students and Members of the Public
.
Student Appeals
are different from complaints, they are formal opportunities to have an academic or administrative decision reconsidered by the University. This appeal avenue is provided to you as part of that academic or administrative decision. Students who are not satisfied with the result or conduct of the University’s appeals process have the right to access an external appeal process via the
NSW Ombudsman
or
National Student Ombudsman
.
The
SCU Student Legal Service
is distinct from and does not assist with SCU internal university matters. This includes student complaints and conduct processes, academic decisions and appeals. You can, however, access
Student Advocacy Support
regarding those matters.
Providing Feedback
We recognise the important role of feedback from students, staff and members of the public to promote a healthy, safe and productive environment which engages with our community. Feedback can be provided at any time by lodging the Feedback Form using the link provided below.
Lodge Feedback
Making a Complaint – Informal and Formal
The Complaints Framework allows for submission of informal and formal complaints.
Upon lodgement your complaint will be received and coordinated by the Complaints Assistance Officer, for management in accordance with the
Complaints Policy – Students and Members of the Public
. The Complaints Assistance Officer will keep you updated about the progress of your complaint.
For advice or assistance regarding the complaints process please contact the Complaints Assistance Officer via email
complaints@scu.edu.au
.
The University also offers a free, confidential and independent student advocacy service to all enrolled students. Further information is available at the
Student Advocacy Service
.
In addition to the information provided on this webpage, the National Student Ombudsman (NSO) has developed a fact sheet
NSO - Tips for making a complaint
to assist students understand the process for making a complaint to the NSO.
Guidance for Informal Complaints
Many problems at the University can be resolved informally and complainants are encouraged to try to resolve the issue directly with the person or people concerned. Alternatively, if you would like support to make a complaint, you may lodge an informal complaint to the Complaints Assistance Officer using the Lodge Informal Complaint link provided below.
International students in need of assistance in lodging a complaint can contact the
International Student Support
team for advice.
In addition, any student may seek advice or assistance from the Complaints Assistance Officer via email
complaints@scu.edu.au
at any time.
Lodge an Informal Complaint
Guidance for Formal Complaints
#Note
: Formal complaints should only be lodged once you have exhausted the informal complaints process.
If you are a
student, or member of the public
, and your complaint is about the University, or services offered by the University, you may lodge your complaint with the Complaints Assistance Officer.
In addition, if you are dissatisfied with the outcome of any informal complaint already made, you may lodge a formal complaint.
To lodge a formal complaint, use the link provided below.
The Formal Complaint Form will require you to set out and provide:
The matter you are seeking to be resolved.
The steps you have already taken to resolve it.
The outcome you are seeking.
Supporting documentation.
Lodge a Formal Complaint
Guidance for complaints managed by HR Services
If your complaint is:
As an employee of the University:
Relating to any work-related problem, or allegations of harassment, bullying or discrimination it will be managed by HR Services, in accordance with the
Complaint Policy - Staff
.
As a student:
Relating to allegations of harassment, bullying or discrimination by an employee of the University it will be managed by HR Services in accordance with the
Complaint Policy - Staff
.
If you wish to lodge a complaint with HR Services please contact HR Services please contact HR services via email
workplacerelations@scu.edu.au
.
Alternatively, you may submit your complaint using the
Formal Complaint Form
and the Complaints Assistance Officer will refer your complaint to HR Services.
Confidentiality
Information arising from the handling of complaints is treated confidentially. The disclosure of information relating to a complaint will be strictly limited to as few people as possible, and only to those who are legitimately involved in the process of resolving the complaint.
Review of Complaints
Students and members of the public complaints
If a student or member of the public is dissatisfied with the outcome of a formal complaint, they may lodge an external appeal with the
NSW Ombudsman
or
National Student Obmudsman
.
NSW Ombudsman
: Southern Cross University is an Australian public university covered by the NSW Ombudsman scheme. The NSW Ombudsman is an independent integrity agency that pursues fairness for the people of NSW.
It strives to ensure that those entrusted with public power and resources fulfil their responsibilities and treat everyone fairly. For information about the NSW Ombudsman, including when and how you can make a complaint, visit:
www.ombo.nsw.gov.au
.
National Student Ombudsman
: The Australian Government has established a National Student Ombudsman as the primary body for escalated complaints for higher education students. The National Student Ombudsman is independent and impartial with a complaint-making process that is effective and accessible for students. It adopts a trauma-informed approach to complaint handling and offers restorative engagement processes where appropriate.
For more information about the National Student Ombudsman, visit the
National Student Ombudsman - Department of Education, Australian Government
.
#Note:
Complainants are encouraged to complete the Formal complaint process before contacting the NSW Ombudsman or National Student Ombudsman.
Complaints Assistance Officer
For advice or assistance about feedback or complaints, please contact:
Complaints Assistance Officer
E:
complaints@scu.edu.au
Student Misconduct
Allegations of misbehaviour
by students
are defined as non-academic misconduct and assessed under the
Student Academic and Non-Academic Misconduct Rules
by the Pro-Vice Chancellor (Academic Quality).
The
Student Misconduct Allegation Form
will require you to set out and provide:
Date, time and place of incident
Names of student/staff/persons involved
What exactly has occurred
Record of any action already taken
Supporting documentation
For advice or assistance about Student Misconduct, please contact (using
Student Misconduct Allegation
in email subject line):
Co-ordinator, Academic Governance and Student Misconduct
T
+61-2-6620 3065 |
E:
pvcaq–misconduct@scu.edu.au
To lodge a Student Misconduct Allegation, use the link provided below.
Lodge a Student Misconduct Allegation
Gender-based Violence
SCU is committed to making sure you and everyone in our community feels
safe, respected and included
while you’re with us.
Gender-based violence is defined as
‘any form of physical or non-physical violence, harassment, abuse or threats, based on gender, that results in, or is likely to result in harm, coercion, control, fear of the deprivation of liberty’.
A disclosure, or report regarding gender-based violence can be made by anyone, through any one of the following pathways:
In
RiskWare
Email
studentsafety@scu.edu.au
Online at
Lodge a Formal Complaint
Email
complaints@scu.edu.au
Additionally,
if you need support
, you can call 1800 SC HELP (1800 72 4357). For Security (press 1). For Student Support (press 3).
Not sure if you want to make a disclosure or report?
Refer to disclosure vs report information here
Feedback and Complaints Flowchart
.
Links to Policies and Procedures
Complaints Policy – Students and Members of the Public
Guide to SCU Complaints Management Framework
Complaints Policy - Staff
Student Academic and Non-Academic Rules
Student Appeals
Sexual Assault and sexual harassment