E/9.3 Student Ombudsman

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9.3.1 Role of Student Ombudsman
9.3.2 Status of Student Ombudsman
9.3.3 Grievances and dispute resolution
Modification History

9.3.1 Role of Student Ombudsman

The Student Ombudsman is responsible to the Registrar for maintaining procedures for the formal and informal management of grievances in student matters. The Student Ombudsman also acts as a catalyst for innovation and improvement in standards, practices and procedures relating to undergraduate and postgraduate coursework students.

The primary functions of the Student Ombudsman are:

• to provide advice to students and staff encountering difficulties associated with student-related rules, policies and procedures;
• to advise the Registrar on academic and administrative matters affecting students and strategies for reducing the number of formal appeals lodged by students;
• to participate in the University's procedures for resolution of student related grievances;
• to undertake formal investigation of student-related complaints which can not be resolved by other means;
• to encourage and facilitate improvements in the quality of the University's administrative, teaching, learning and student service processes and promote input by staff, students and interested third parties into development of University policies.

The Student Ombudsman is an ex officio member of Academic Policy and Procedures Committee ( E/1.1.1 ) and Appeals Committee ( E/1.1.2 ).

The Student Ombudsman will normally serve for a fixed term of three years, but this may be subject to renewal. The Student Ombudsman reports annually to the Vice-Chancellor, via the Registrar, on activities and matters handled each academic year.

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9.3.2 Status of Student Ombudsman

The University recognises that the Student Ombudsman must maintain neutrality, independence and confidentiality in performing the role. The Student Ombudsman has direct access to all levels of the University, including senior officers such as the Vice-Chancellor and Deputy Vice-Chancellor (Academic), as well as executive deans of faculty and heads of school, academic and administrative staff.

There will be occasions when there could reasonably be a perception that a conflict of interest arises which is sufficient to compromise the Student Ombudsman's independence and impartiality (eg where a matter arises from an academic activity or administrative decision in which the Student Ombudsman has had a direct involvement). In such cases the matter will be referred to the Registrar for resolution. The provisions of the University's Code of Conduct for staff ( B/8.1 ) also apply.

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9.3.3 Grievances and dispute resolution

See grievance resolution procedures for student related grievances ( E/9.2 )

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Modification History

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