The Student Grievance Resolution Policy serves as a fundamental governance document for educational institutions operating in Australia. It is designed to ensure compliance with key legislation including the Higher Education Standards Framework (Threshold Standards) 2021, ESOS Act 2000, and various state education acts. This policy becomes necessary when institutions need to establish clear, fair, and accessible procedures for addressing student complaints and appeals. The document typically includes detailed processes for both informal and formal grievance resolution, appeals mechanisms, and specific provisions for different student cohorts. It must be regularly reviewed and updated to maintain alignment with changing regulatory requirements and institutional needs.
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1. Purpose and Scope: Defines the policy's objectives and whom it applies to, including all student categories
2. Definitions: Clear definitions of key terms including 'grievance', 'complaint', 'appeal', 'academic matters', 'non-academic matters'
3. Policy Statement: Overview of the institution's commitment to fair, transparent, and effective grievance resolution
4. Principles: Core principles guiding grievance resolution including fairness, timeliness, confidentiality, and non-victimization
5. Types of Grievances: Categories of grievances covered (academic, non-academic, administrative)
6. Informal Resolution Process: Steps for informal resolution including initial consultation and mediation
7. Formal Grievance Process: Detailed steps for formal complaint submission and investigation
8. Investigation Procedures: Process for investigating formal grievances including timeframes and documentation
9. Appeals Process: Procedures for appealing decisions, including grounds for appeal and external review options
10. Rights and Responsibilities: Outline of rights and responsibilities of all parties involved in the grievance process
11. Record Keeping: Requirements for documentation and maintenance of grievance records
12. Monitoring and Review: Process for regular review and improvement of the policy
1. International Student Provisions: Additional provisions specific to international students, required if the institution enrolls international students
2. Online Learning Grievances: Specific procedures for handling grievances related to online/distance learning, needed if offering online courses
3. Research Student Provisions: Special provisions for research/higher degree students, required for institutions offering research programs
4. Emergency/Pandemic Procedures: Modified procedures during emergency situations, optional but recommended
5. Cross-institutional Matters: Procedures for grievances involving multiple institutions, needed if offering joint programs
6. Special Circumstances: Provisions for students with disabilities or special needs, recommended for inclusive practice
1. Grievance Form Templates: Standard forms for formal grievance submission and appeals
2. Process Flowcharts: Visual representations of grievance procedures and pathways
3. Timeframe Summary: Quick reference guide to key timeframes and deadlines
4. Contact Information: List of relevant contacts and support services
5. External Appeals Bodies: Information about external grievance resolution bodies and contacts
6. Document History: Record of policy versions and amendments
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