Step 3 of the Student Complaints Process

If you are dissatisfied with the result of a formal Step 2 complaint, you can refer your case to Step 3 of the student complaints process, in which the Student Ombudsman investigates whether the University has acted fairly and reasonably, and ensures that matters are dealt with in a consistent and procedurally fair manner. The Student Ombudsman may support the original decision or recommend action that will assist in the resolution of the complaint.

WHAT IS THE STUDENT OMBUDSMAN’S ROLE?

The Student Ombudsman is responsible for the student complaints handling regime within the University. This includes:

  • acting as a neutral arbiter through providing impartial and confidential information to students about the complaints submission process and assisting to clarify the outcome sought by students.
  • considering complaints from students about their treatment as a student, the quality or delivery of a service provided by the University, or the actions of the University’s staff or students.
  • recommending an appropriate resolution for the complaint that achieves fair, equitable and balanced outcomes for all parties.
  • providing policy and procedural advice to staff members involved in handling complaints; ensuring compliance with the University’s Student Complaints Policy and Student Complaints Procedures, and establishing response timeframes to resolve complaints locally and as expeditiously as appropriate.
  • synthesising data and monitoring trends to identify systemic issues that can inform the championing of a culture of continuous improvement to strengthen and build the reputation of Griffith University.

Complaints not dealt with by the Student Ombudsman

Review of Decisions

The Student Ombudsman does not review academic or administrative decisions made by the University. These decisions can be reviewed or appealed under the Student Review and Appeals Policy. Refer to Student Review and Appeals website for further information on reviewable decisions. If you request a review of or appeal a University decision, you may also have a complaint about your treatment, quality of a service, or conduct of staff or students. If you follow the procedures in the above policies and still wish to lodge a complaint with Student Complaints, you are free to do so. It will be considered separately from the review or appeal of the decision by the appropriate University officer.

Misconduct/Sexual Assault/Bullying/Harassment and Discrimination by another student

Where a student complaint includes allegations concerning the conduct of a student, and the substance of those allegations may constitute misconduct, sexual assault, bullying, harassment or discrimination, the allegation is managed in accordance with the Student Sexual Assault, Harassment, Bullying & Discrimination Policy and Procedures for Reporting and Responding to Student Sexual Assault, Harassment, Bullying and Discrimination.

Please visit the Safe Campuses website or contact a Harassment and Discrimination Contact Officer for further information and support.

Misconduct/Bullying/Harassment and Discrimination by a staff member

If a student complaint includes allegations concerning the conduct of a staff member, and the substance of those allegations may constitute misconduct or serious misconduct as defined in Griffith University Academic Staff Enterprise Agreement and the Griffith University General Staff Enterprise Agreement, the allegation shall be managed in accordance with the provisions in the relevant agreement. Where a student complaint includes allegations of bullying, harassment and discrimination by a staff member, these matters are to be dealt with under the University’s Workplace Harassment, Bullying and Discrimination Policy.

Please visit the Safe Campuses website or contact a Harassment and Discrimination Contact Officer for further information and support.

Referring a case to the Student Ombudsman

You may refer the complaint to the Student Ombudsman (Step 3), if you are a currently enrolled student, you have completed Step 2 of the Student Complaints Process and are dissatisfied with the outcome. Refer to the Resolving your ComplaintStudent Complaints Policy and Student Complaints Procedures for further advice on the student complaints process.

External Review

If you remain dissatisfied with the outcome of Step 3, you may lodge a complaint with the Queensland Ombudsman for an external review.

In investigating a complaint, the Queensland Ombudsman will ensure that the University has followed its stated processes and done so fairly. It may redirect any premature elevation of a complaint matter to the University if the complainant has not followed and exhausted the University complaint processes first.

Contact Us

Current Students: contact the Office of the Student Ombudsman via student-ombudsman@griffith.edu.au.

Former Students and Members of the Public: contact Griffith University via complaints@griffith.edu.au.