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.
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 Complaint, Student Complaints Policy and Student Complaints Procedures for further advice on the student complaints process.
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.