The University of Queensland

The University has a well defined procedure in place to handle student complaints and grievances. A summary of this procedure is outlined below.

Step One:

In the first instance, a student (or group of students) should attempt to informally resolve the matter in question with the staff member that they would normally deal with which may be:

• The Course Coordinator - for teaching and assessment or course administration matters
• The enquiries counter staff - for general administrative or facilities matters
• IT Helpdesk - for email service and IT problems
• Laboratory Supervisors

Step Two:

If the student is dissatisfied with the response received at the first stage, the matter can be escalated as per the UQ Policy and Procedures 3.60.02 Student Grievance Resolution to a more senior person. If the matter in question is unrelated to teaching, students should contact the School Coursework Studies Office to find out who the appropriate supervisor is and the best way to contact this person.

Should the matter still remain unresolved, the student should proceed to contact the Senate Student Appeals. Refer to 5.7 of https://ppl.app.uq.edu.au/content/3.60.05-appeals-senate-students

To find out more about students rights and responsibilities, please refer to the University's Student Charter.