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Issues and complaints

The University is committed to providing a harmonious work and study environment for all students and staff. It has processes to assist in a quick resolution when dealing with difficult issues and student complaints. However, you may sometimes be faced with a difficult issue that cannot be resolved immediately. Outlined below are the steps you need to take to resolve an academic issue or a situation where you have suffered harassment or unlawful discrimination. This resource also directs you to the people and places where you will find help in this resolution process.

Frequently Asked Questions

Where can I find information about resolving issues and complaints at UniSA?

There are three different policies for dealing with problems. It depends whether it is:

See below for University policies:

Policy and Procedures for Student Grievances Resolution Policy No (C-17.3)
Assessment Policies and Procedures
Discrimination and Harassment Grievance Procedures (Students)

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What do I do if I have an academic or assessment complaint?

If you have a complaint about an academic matter follow the important steps outlined under the 'Procedures for resolving an academic or assessment complaint' below. Academic complaints may relate to:

It is important to remember that the aim of any resolution process is to preserve and improve ongoing working relationships between staff and students.

Procedures for resolving an academic or assessment complaint

The University is committed to providing support for you when dealing with difficult issues and resolving academic complaints. At any stage you may go to an Advocate from UniLife who will be able to provide information, advice and advocacy, including assistance with writing formal letters. An Advocate can accompany you to meetings with staff. You may also visit a Counsellor at the Learning and Teaching Unit for clarification and support. Please check with the Learning and Teaching Unit on your campus to confirm times and availability of staff.

Advocates, from UniLife, are located at City East campus and can be contacted Monday to Friday on 8302 2863 or on 8302 2889. Students studying at Whyalla or Mount Gambia may contact 8302 2882 for advice and advocacy. External students please contact (08) 8302 2882.

UniLife website

Step 1: Discuss the issue with the staff member who has immediate responsibility (eg. Lecturer, Course Coordinator, Program Director). This can be done informally in person, via email, or through someone else (eg. a course lecturer or tutor). Issues can often be resolved quickly at this stage.
 
Step 2: If you still do not have any success in resolving your complaint you may take the issue to the person responsible for the area (eg, Head of School, Manager of Unit). The issue is often resolved at this stage.
 
Step 3: If this does not bring about a satisfactory resolution you may lodge your complaint with the Student Ombud Office.

You may lodge either a formal or informal complaint at your discretion. The following outlines the difference between an informal and a formal complaint.

What is an informal complaint?

What is a formal complaint?

What should I expect as an outcome?

It is reasonable to expect that an academic staff member will respond to your initial complaint either by clarifying the relevant University policy or listening to your point of view. If you get to the stage of making a formal complaint about an academic issue you should normally expect to receive notification of the outcome in writing and a decision within twenty (20) working days. This notification should also include the reasons for the decision.

If your complaint involves an individual staff member and you have followed Steps 1 and 2 the Student Ombud may suggest that conciliation between you and the staff member is the most appropriate action. Conciliation will be conducted by the Student Ombud, and would only take place if you agreed to the process. You may have a person of your choice, such as a friend, to support you during the conciliation process. The aim is always to work towards a constructive resolution for all parties through education about the issue and a valuing of other views whenever possible.

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What do I do if my complaint is about harassment or unlawful discrimination?

What is racial and sexual harassment?

Racial and sexual harassment are defined as unwelcome behaviour of a racial or sexual nature that is embarrassing, demeaning or compromising and concern about such behaviour is a reasonable response under the circumstances. Racial and sexual harassment are serious breaches of the University’s anti-discrimination and harassment policies. Such behaviour is unlawful and complaints will be taken seriously and investigated.

Refer to the Sexual harassment Policy No (C-12.3)

What is discrimination?

Discrimination refers to behaviour that disadvantages an individual and/or groups. Discrimination results from prejudiced or stereotypical thinking. It involves instances where people are unreasonably excluded or disadvantaged by practices, procedures or decisions that are unequal in their effect. People may be discriminated against because of their race, age, sexual preference, political or religious beliefs, gender, marital status, and physical or mental capacity.

If your complaint concerns harassment or unlawful discrimination you should follow the process outlined below. The aim is always to work towards a constructive resolution for all parties through education about the issue and a valuing of other views where possible. Please note that you are entitled to assistance and advocacy at any stage of this process from an Advocate at UniLife or clarification and support from a Counsellor at the Learning and Teaching Unit.

Procedures for dealing with racial and sexual harassment

The University is interested in the welfare of students and staff and is committed to providing support for you when dealing with complaints about harassment or unlawful discrimination. Support is available by contacting an Equity Contact Officer, an Advocate or a Counsellor from the Learning and Teaching Unit. You may lodge either a formal or informal complaint at your discretion.

A list of Equity Contacts on each campus.

Step 1: If possible, first discuss the issue informally with the student or staff concerned or a staff member who has immediate responsibility. This can be done in person, via email, or through someone else (eg. a course lecturer or tutor or friend). Issues can often be resolved quickly at this stage.
 
Step 2: If, having discussed the issue, there is still no resolution you may wish to approach the Equity Contact on your campus. A list of Equity Contacts is available by accessing the link which appears in the adjacent column. The Equity Contact can discuss appropriate options for your particular situation.
 
Step 3: It may be necessary to involve the Student Ombud to seek resolution. The Ombud will facilitate a process of resolution based on hearing all parties and providing education and understanding. A suitable strategy will be developed in consultation with the interested parties and you will be informed throughout this process. The University’s Sexual Harassment Policy and Grievance Procedure Policy may provide useful information.

To contact the Student Ombud Office Phone: (08) 8302 0175 (a voicemail service is available if calling outside of business hours) Toll Free Phone: 1800 600 067 Fax: (08) 8302 0719 or Email: ombud@unisa.edu.au

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When should I make contact with the Student Ombud Office?

You may approach the Student Ombud Office for advice about where to go for help. It is usually best to think of the Student Ombud as a source of advice initially and as a last resort who can be approached when all else has failed. All discussions with the Student Ombud Office are treated as confidential. You may leave a phone or email message outside of normal office hours which will be responded to as soon as possible.

For more information visit the Student Ombud website

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At what stage should I make a formal complaint?

A formal written complaint may be made at any stage at your discretion If you wish to make a formal complaint, you must clearly explain the basis of your complaint in writing and include supporting written information. This is lodged with the Student Ombud Office . Your name will be disclosed in this process.

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What do I do if I am not satisfied with the way my complaint has been resolved?

Students are also entitled to seek assistance from a dispute resolution agency which is not connected to the University, for example the State Ombudsman. In some circumstances where mediation is appropriate, international students may be referred to the Community Mediation Services of SA, more details of which are available through the Student Ombud.

Find out more information about the State Ombudsman

International students may also contact the Office of the Training Advocate which can assist with problems unrelated to study such as accommodation, scams, employment or visa related issues.

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Further information

The University also has a range of Policies and Procedures relating to:

If you require further assistance, please make an appointment with a counsellor in the Learning and Teaching Unit on your campus.

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