If you have taken all other avenues available to you within the University, the Student Ombud can investigate your complaint. The Student Ombud is an impartial investigator, who is able to access records and staff to consider whether you have been treated fairly, and within University policy and procedures.
What kind of complaints do Student Ombuds deal with?
There are many areas that Student Ombuds have assisted students in their dealings with the University such as:
- Examination conditions, attendance
- University property
- Breach of confidence
- Information requests
- Lecture/teaching quality
- Student support services
- Contact and responsiveness
What do I do if I have a complaint or concern?
1. Attempt to solve the problem as close to the source as possible. There should be a staff member in every area of the University who can deal with your complaints or concern.
2. It is a good idea to keep notes of events, dates and relevant documents. It is easy otherwise to lose track.
3. There are specialist sources of assistance at the University. These include:
- the Student Equity & Disability Officer, if you think you have been subject to discrimination [www.scu.edu.au/services/supportservices/]
- student associations which represent student interests [www.scu.edu.au/studentassociations]
- Complaints Assistance Officer email@example.com
- Student Ombud Contact Officer firstname.lastname@example.org
How do I contact the Student Ombud?
Initial contact can be made by:
Who are the Student Ombuds?
The Vice Chancellor appoints the Student Ombuds. The current Student Ombuds are:
- Professor Bill Boyd
- Ms Fiona Wright
The Vice Chancellor may appoint other Student Ombuds as he deems necessary.
How confidential will my complaint be?
The Student Ombud will keep as much of your complaint as confidential as possible. However, it may be important to the investigation that your name or other details of your complaint are revealed. There are also certain legal circumstances that may require the University to provide information about your complaint. The University will attempt to maintain the maximum confidentiality possible.
What Powers Does The Student Ombud Have?
The Student Ombud is empowered to make an impartial investigation of your complaint. The Ombud has access to all University records and documents that are relevant to an investigation, and it is required that staff and students shall assist the Ombud in the conduct of an investigation.
Following an investigation, a report is written to the Vice Chancellor or a nominated member of the University Executive with:
- findings of fact,
- recommendations for remedies,
- and suggestions to improve policies and procedures.
You will be informed about these, and if specific actions are part of the recommendations, what action has been agreed, and a timeframe for implementation will be included.
Updated: 12 December 2012