Student_Complaints_Grievances by xiuliliaofz

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									                                                  CQUniversity
                                    Brisbane, Gold Coast, Melbourne, Sydney

                                           Student Complaints/Grievances
                                                 CHECKLIST/AUDIT GUIDE
                                                                                                                                 This section is
                                                                                                                                 to be used for
                                                                                                                                      audit
                                                                                                                                 purposes only
NO.                                                          TASK                                                                 YES       NO


     1. All instances of student complaints logged onto the Portal – detailed as formal or informal.
         1

     2. Resolution to informal complaints logged on the Portal.

         2
     3. Formal complaints - Student Customer Issues Form or formal letter of complaint and held in hard file.
        Noted in the Portal and upload to NOLIJ
         3
     4. Formal Complaint – Within 10 working days - complaint passed to the appropriate head of
        department for consideration – copy to Campus Quality Manager. Noted on the Portal.
         4
     5. Satisfactory outcome – student advised in writing of the resolution. Copy in NOLIJ.

         5
     6. Unsatisfactory outcome – student advised by email of their right to take the matter to the Student
        Association. Copy in NOLIJ.
     7. Satisfactory outcome after referral to the Student Association – student advised in writing of the
        solution. Copy in NOLIJ.
     8. Unsatisfactory outcome after referral to the Student Association – student advised by email of their
        right to take the matter to advised that they have the right to take the matter to the independent
        arbiter for investigation. Copy in NOLIJ.

      9. If the independent arbiter is involved – evidence that arrangement have been made for the Associate
         Director, Student Services and to establish communication with the independent arbiter.
KPIs: Accurate recording of the grievance process and evidence that students’ rights have been safeguarded as per
university policies.




                                                The steps on this checklist are directions only.
                                              The check boxes are for use by the internal auditor

         Student Complaints Grievances                                                          This document is uncontrolled when printed
         Last Updated: 9 December, 2010
         Last printed:7/12/2010 12:00 PM                                                                                       Page 1 of 1

								
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