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Student Complaint/Dispute Resolution
Life in a community as large and as complicated as ANU can sometimes throw up challenges that are difficult to manage on your own. You might have a problem with a fellow student or a staff member, with your accommodation or your academic work, with ANU administration or some aspects of ANU rules and processes.
If you do come across some difficulty in your life at ANU, don’t hesitate to raise it with the Dean of Students. In most cases, problems can be resolved through informal enquiries and discussions.
If this informal approach does not resolve the problem, students can initiate a formal complaint resolution process. The Dean of Students can advise and support students who lodge a formal complaint through this process, and students are strongly advised to consult the Dean if they are considering a formal complaint. The policy and procedure for formal complaints can be found at http://info.anu.edu.au/Policies/_DVC/Procedures/Student_Complaint_Resolution.asp
If you wish to appeal an academic result, the process is detailed at
http://info.anu.edu.au/Policies/_REG/Policies/Assessment_Review_and_Appeals.asp?tab=1
To appeal a library fine or parking fine, see the details provided at parking fines and library fines.
International students may also wish to contact the International Student Office; see http://info.anu.edu.au/StudyAt/International_Office/index.asp
The policies, procedures, rules, and codes of practice available at http://info.anu.edu.au/policies/index.asp may also provide useful information.
The Ombudsman and Students
Canberra students can be affected by the decisions and actions of both the Commonwealth and ACT Government agencies. You can complain to the Ombudsman if you think an agency’s decision was unreasonable, unfair or wrong; you received misleading advice; or the agency unreasonably delayed making a decision. The Ombudsman investigates complaints informally, in private, and independently of any government agency and free of charge.
ANU is a Commonwealth agency, as is Centrelink, Education, Taxation, the Australian Federal Police and Australia Post. ACT agencies look after ACT Housing, police, schools, local hospitals, motor vehicle registrations, parking and other fines, and include the Canberra Institute of Technology and the University of Canberra.
The Ombudsman usually expects complainants to try first to sort out the problem with the agency concerned or to use an alternative review mechanism where one exists; for example, the Social Security Appeals Tribunal in matters concerning AUSTUDY or the formal review procedures of the universities and CIT. If your particular problem cannot be dealt with by the Ombudsman, you will be advised who can help you.
You can phone or write to:
The Commonwealth/ACT Ombudsman
Ground Floor Shop Front, Farrell Place
Canberra City ACT 2600
T: 02 6276 0111 9.00am–5.00pm
F: 02 6249 7829
W: www.ombudsman.gov.au |
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