As a student at Charles Sturt University you are encouraged to make yourself familiar with the following policy and procedures, should you require assistance addressing university-related problems, complaints or concerns:
You have a right to be heard – and we have a responsibility to listen
Aims of an effective complaints management system:
A good system will strive to resolve most complaints swiftly and as close to the source of the problem as possible. A complainant will not be disadvantaged through lodging a complaint in good faith, regardless of the outcome. A good system will use complaints as a quality improvement tool.
The complaints management process:
- Identify your problem, then:
- Approach the other stakeholder and try to work it out between you. If that is not successful, then:
- Take the matter another step up and seek advice or assistance from your Lecturer, Course Coordinator, or the Manager of the section. If you have still not reached a resolution, then:
- Seek advice or assistance from Student Central or The University Ombudsman.
- If you remain dissatisfied you can seek an Internal Review. If that is not satisfactory then you may seek review by an external agency e.g. NSW Ombudsman.
- Evaluate the outcome and use it as a tool for change or quality assessment.
- Learn from the issue as an individual and as an organisation.