Complaints, Appeals, Surveys and Harrasment

Complaints
Appeals
Surveys
Student Advocacy Service
Harassment

COMPLAINTS

To help facilitate the resolution process the University has developed a guide called 'Student Rights and Responsibilities in Relation to Complaints'.

The complaints procedure consists of two levels, a concern and a complaint.

A concern is where a student is seeking improvement in a situation using a direct and informal approach to the individual(s) concerned. The aim is to reach a resolution through informal consultation with the relevant staff member(s).

A complaint is more serious than a concern, and may arise because a concern has been raised and explored with the staff member concerned but has not been dealt with to the satisfaction of the student. It may also arise where a student considers that the matter has had a significant impact on her/him and a more formal resolution process is required.

The University will not act on malicious or anonymous complaints.

In the first instance students are encouraged to take early action by raising a matter of concern with the relevant staff member in order to explore the nature of the problem, the expected outcome and the best way to resolve it (concerns and complaints should be raised within three months of occurrence of the action or matter that gave rise to it).

The student may choose to seek advice or support from the Student Support Co-ordinator in the Office of Student Life or of the Student Advocate, WSU before proceeding. Contact information is available from Student and Academic Services Division.

If it is not possible, or it is inappropriate, to raise the matter with the staff member most directly concerned, then the student may contact:

the chairperson of department or direct supervisor; or
the manager of Student Support Services

who will initiate discussions with the student(s) and the staff member(s) concerned and assist the parties to reach agreement on the most appropriate way to resolve the concern. Any meetings will be held in accordance with the principles of natural justice, ensuring that all parties have access to all relevant materials and sufficient time to prepare their response.

Formal complaints

Where a concern has not been resolved by initial discussions, or is too serious to be treated as a concern, then a formal written complaint may be made on the relevant form to the Dean or Director. If the Dean/Director is the subject of the complaint, it may be referred to the Deputy Vice-Chancellor (Academic).

The complaints form is available online or from the Student and Academic Services Division.

If a complainant remains dissatisfied with the outcome she/he can appeal to the Deputy Vice Chancellor (Academic) or nominee within 28 days of the date of the letter notifying the student of the outcome of the complaint.

APPEALS

Appeals against processes or decisions of the Postgraduate Studies Committee may be made. However, there is no appeal against recommendations of the examiners. Inadequacy of supervision shall also not be a subject for appeal. Any issues regarding supervision should be addressed directly at the time with the supervisor, chairperson of department or Dean's nominee for postgraduate studies, or be resolved as part of a complaints process.

An appeal should be addressed to the Chair of the Postgraduate Studies Committee who will seek to resolve the matter. If the matter is not resolved, the appeal will be forwarded to the Vice-Chancellor who will appoint a person or panel to investigate and provide a report. None of the people appointed will be present or former members of the Postgraduate Studies Committee. The Vice-Chancellor will then make a decision based on the report and any other relevant information.

The grounds for appeal against a decision not to award a degree or not to allow a re-submission could include:

Procedural irregularities in the conduct of the examination
Documentable evidence of prejudice or of bias of members of the Postgraduate Studies Committee

Appeals should contain the following information:

A brief statement of the matter or decision being appealed
Full name of appellant
Current postal address of the appellant
Current telephone number and/or e-mail address of the appellant
Statement of the details relevant to the matter appealed
List of attached relevant documents (if appropriate)
Signature of the appellant and the date

SURVEYS

As part of its commitment to quality assurance the Postgraduate Studies and Scholarships Office has contracted the Teaching and Learning Development Unit (TLDU) to conduct an ongoing and confidential survey of Postgraduate candidates. The survey form is made available to students for voluntary completion at the time of submission of their theses and is afterwards sent directly to the TLDU office by the candidate.

STUDENT ADVOCACY SERVICE

Members of the Waikato Student Union have the option of using a free advocacy service through this organisation. The service is provided independently of the University and puts students' interests first.

The Advocacy Service aims to help students with whatever concerns they wish to bring forward such as academic, accommodation, consumer/legal, financial, personal and general matters. An advocate listens to student clients and helps him/her/them sort out what they wish to do.

To make an appointment with an advocate either call at WSU reception in the Student Union Building on the Hamilton campus; phone WSU reception on Hamilton 856 9139 or on the University extension 4149; or free call from University phones in Hamilton and Tauranga.

For further information http://www.wsu.org.nz/

HARASSMENT

Harrassment involves the improper use of power, either personal or institutional, by one person over another. It can also involve interference in the pursuit of work, study or the proper enjoyment of University amenities by offensive or unwarranted attention from any members of the University community to another.

Details of what constitutes harassment and procedures to follow to lodge complaints may be obtained from Student and Academic Services Division at the Gateway http://www.waikato.ac.nz/sasd/ the Student Counselling Service http://www.waikato.ac.nz/sasd/health/counselling.shtml phone 07 838 4201; Waikato Student Union http://www.wsu.org.nz/ phone 07 856 9139 or Human Resource Management Division, B Block.