1. Purpose

1.1 This policy provides guidance on the role of the Student Ombudsman at the University.

2. Scope and application

2.1 The policy applies to all students and staff of the University particularly in relation to administrative actions or decisions as they affect students.

3. Definitions

3.1 Refer to the University’s Glossary of Terms for definitions as they specifically relate to policy documents.

4. Policy statement

4.1 The Student Ombudsman strengthens accountability within the University and contributes to a consistent and transparent approach, ensuring students receive fair and equitable treatment across all aspects of the student experience, particularly with regard to the resolution of complaints.

4.2 The Student Ombudsman also receives and responds to student matters raised by the National Student Ombudsman and the Queensland Ombudsman.

5. Principles

5.1 The Student Ombudsman provides an independent and balanced view of matters to students and staff and must maintain neutrality, impartiality and confidentiality.

5.2 The Student Ombudsman is not an advocate for any individual nor for the University, but rather, an advocate for fairness.

5.3 The Student Ombudsman has direct access to all levels of the University, including executive, senior staff, academic and administrative staff as, and when, required for the fulfilment of the performance of their duties.

5.4 The Student Ombudsman is given access to all University records and documents relating to their consideration of any matter within the scope of the policy.

6. Role of the Student Ombudsman

6.1 Advice and guidance

6.1.1 The Student Ombudsman can:

(a) assist students to navigate the student complaint resolution process and to clarify the outcome they are seeking;

(b) refer students to additional support services such as counselling, academic skills development or advocacy services;

(c) provide procedural advice to staff members involved in handling complaints, reviews and appeals, ensuring compliance with policy documents.

6.1.2 The Student Ombudsman also provides advice to the Academic Registrar and Director, Student Services on the development of good practice in student complaints resolution and has an educative role to ensure complaint-handling by staff is undertaken to the highest standard.

6.2 Early resolution

6.2.1 The Student Ombudsman can, where appropriate and with the agreement of the parties, attempt to resolve the matter by facilitating discussions between the student and the University.

6.3 Monitoring

6.3.1 The Student Ombudsman can review the outcomes of formal complaints (academic) to identify any areas for improvement, liaise with relevant staff and where appropriate, make recommendations on any improvements to any University policy document or other actions that the Student Ombudsman considers appropriate.

6.4 Investigations

6.4.1 The Vice-Chancellor and President, Deputy Vice-Chancellor (Academic) or Academic Registrar and Director, Student Services can appoint the Student Ombudsman to investigate a student complaint.

6.4.2 The report of an investigation usually includes recommendations on any measures to be taken to resolve the matter and any other findings or recommendations required by any University policy document or that the Student Ombudsman considers appropriate.

6.4.3 The Student Ombudsman can draw to the attention of the original decision maker or relevant area of the University, any procedural concerns or apparent problems identified during an investigation to facilitate future improvement activities.

6.5 Appeals

6.5.1 The Student Ombudsman can review the outcomes of formal complaints (non-academic) as an appeal against procedural errors only in accordance with Student Complaints Resolution - Academic Policy and Student Complaints Resolution - Procedures.

6.5.2 When required, the Student Ombudsman can make a recommendation to the decision maker to reconsider the complaint in line with any identified procedural errors.

6.5.3 The Student Ombudsman cannot:

(a) provide advice to students as to the merits of their case;

(b) advocate on behalf of students to decision makers;

(c) investigate matters in which the complainant is not a student or a former student of the University; or

(d) investigate any matter where there is a real or perceived conflict of interest in accordance with Conflict of Interest - Governing Policy.

7. Annual Report

The Student Ombudsman collects data on all matters of enquiry received and each year submits a detailed report with comments and recommendations about the previous year’s activity to the Deputy Vice-Chancellor (Academic).

8. Authorities and responsibilities

8.1 As the Approval Authority, the Vice-Chancellor and President approves this policy in accordance with the University of the Sunshine Coast Act 1998 (Qld).

8.2 As the Responsible Executive Member of this policy the Deputy Vice-Chancellor (Academic) can approve procedures and guidelines to operationalise this policy. All procedures and guidelines must be compatible with the provisions of this policy.

8.3 As the Designated Officer of this policy the Student Ombudsman can approve associated documents to support the application of this policy. All associated documents must be compatible with the provisions of the policy.

8.4 This policy operates from the last amended date, with all previous iterations of policy documents on the Student Ombudsman are replaced and no longer operating from this date.

8.5 All records relating to the work of the Student Ombudsman must be stored and managed in accordance with the Records Management - Procedures.

8.6 This policy must be maintained in accordance with the University Policy Documents - Procedures and reviewed standard 5-year policy review cycle.

8.7 Any exception to this policy to enable a more appropriate result must be approved in accordance with the University Policy Documents - Procedures prior to deviation from the policy.

8.8 Refer to Schedule C of the Delegations Manual in relation to the approved delegations detailed within this policy.

8.9 The following authorities and responsibilities are delegated under this policy:

END