Our internal complaints handling and appeals process includes the following:
- A process is in place for lodging a formal complaint or appeal if the matter cannot be resolved informally and this requires a written record of the complaint or appeal to be kept.
- Each complainant or appellant has an opportunity to formally present their case at no cost to themselves.
- Each party may be accompanied and assisted by a support person at any relevant meetings.
- The complainant or appellant is given a written statement of the outcome, including details of the reasons for the outcome.
A student’s enrolment must be maintained during the program of the complaint resolution or appeal process unless the student chooses to withdraw or completes their study program before a resolution is met.
The process commences within 10 working days of the formal lodgement of the complaint or appeal and supporting information. All reasonable measures are taken to finalise the process as soon as possible.
Complaints – Non-Academic Matters
Complaints can be made:
- Complaints made directly to a staff member are resolved by that staff member.
- Complaints received through firstname.lastname@example.org are referred to the appropriate area for management.
UTS Insearch recognises that more serious complaints should be addressed at a more senior level (e.g. relating to unlawful conduct, or complaints that could lead to a finding of misconduct or disciplinary action being taken). Complaints about a staff member cannot be managed by the staff member or a peer team member.
Appeals Management – Academic Matters
Appeals relating to Academic Integrity breaches can only be made on one or more of the following grounds:
- The finding of misconduct is unreasonable or cannot be supported, having regard to the relevant evidence.
- The finding of misconduct was:
(i) made contrary to the requirements of procedural fairness
(ii) made contrary to a material requirement of the policy
(iii) based on a material misunderstanding of the meaning or effect of a provision of the policy
(iv) based on a material mistake as to the facts.
- New evidence has become available to the student or former student, being evidence that:
(i) is relevant
(ii) was not available or known to the student or former student at the time of responding to the allegation
(iii) could reasonably be expected to affect the finding of misconduct or the penalty imposed.
- The penalty to be imposed on the student or former student is excessive or inappropriate.
Appeals relating to outcomes of Academic Integrity breaches (Academic Dishonesty) must be made in writing to the Dean of Studies at email@example.com.
Appeals against assessment tasks should be directed to the Teacher/Subject Coordinator of the program. This can be done verbally or in writing via email to the Teacher/Subject Coordinator. Appeals relating to final grades can only be made if factual or procedural errors have occurred.
Appeals against the review of a UTS Insearch decision on academic matters can be directed to an external body. The external agency will differ dependant on your enrolment status.
Complainants will receive written advice of the outcome of their complaint.
Where a complaint involves investigation and response by multiple teams, the responsible managers will agree on who will be responsible for coordinating the response to the complainant. While each situation will be different, the general principle is that the team with the most significant component of the complaint will manage the complaint.