Higher Education Student Feedback and
Grievance Policy
(Ver.1.02)
Trim No:
Policy Number
2012/01913
Responsible Authority
General Manager, Organisational Services
1.
POLICY STATEMENT
1.1
Purpose/Intent:
2015/006313
Polytechnic West (the Institute) is committed to using evidence-based continuous
improvement practices to ensure a quality Higher Education (HE) experience for students.
The Institute gathers evidence of student’s learning experiences using a range of methods
including student surveys, ad hoc feedback and formal and informal complaints and
grievance mechanisms. It uses this feedback as a source of evidence in the Annual Course
Evaluation and Review and Five Year Review processes.
This policy expands on and should be read in conjunction with the Institute’s Complaints and
Feedback Management Policy.
1.2
Policy Objectives:
This policy:
1.3

Ensures students have opportunities to comment on their learning experiences,
provide both positive and negative feedback and notify the Institute of any
grievances they may have;

Enables the systematic collection of information from students that can be used as
evidence to support continuous improvement of teaching and learning;

Provides a mechanism to gather student feedback on unit delivery to assist
lecturer’s with the further development of their teaching practice;

Encourages the identification and recognition of best practice in higher education
teaching, assessment and/or support; and,

Provides a mechanism for students to notify the Institute of any grievances or
concerns they may have.
Scope:
This policy applies to all Higher Education students at the Institute.
2.
POLICY PRINCIPLES
2.1
Right to provide feedback
The Institute strives to continuously meet the standards for tertiary education set by the
Tertiary Education Quality and Standards Agency (TEQSA). In meeting TEQSA
requirements, the Institute shall regularly solicit feedback to students on their learning
experience at both unit and course levels.
All staff, students and stakeholders of the Institute have the right to provide feedback about
any aspect of their HE experience at the Institute, appeal any decision made by the Institute
and/or raise concerns where they believe standards have not been met.
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2.2
Feedback mechanisms
Student satisfaction will be obtained:

At course commencement from new students using a First Impressions Survey.

During each semester from all enrolled students using a:


Satisfaction Survey; and/or,

Teaching and Learning Survey.
At course completion from all graduating student using a:

Graduate Survey.
Additional student satisfaction survey data and respective information may be sought using
external instruments delivered by an independent third party.
Student Satisfaction reports will be collated from the data obtained each semester and will
be provided to Discipline Leaders/Course Coordinators and the Higher Education Quality
and Standards Committee of the Academic Board in order to:

report on trends on a semester and year-on-year basis;

benchmark against other providers;

identify areas for improvement and/or immediate action;

provide a basis of communicating planned improvements to students via standard
Institute communications; and,

develop reports for internal monitoring and external regulatory bodies as required.
Other Student Feedback mechanisms will be provided via:

The Institute Customer Feedback processes (see the Institute’s Complaints and
Feedback Management Policy);

Committee membership (student membership) and/or student representation; and,

Informal/formal grievance processes where feedback items may be indicative of a
significant and/or systemic issue.
Feedback mechanism will be reported to:


Students via any of the following mechanisms:

The Institute’s HE website;

Social media;

Publications such as newsletters;

The Institute’s presentations/seminars; and/or,

In class feedback.
Staff via any one of the following mechanisms:

(Intranet) website;

The Institute’s HE website;

Committee meetings; and/or,

Reports to Delivery Areas (Semester and/or annual).
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2.3
Receipt and use of feedback
When receiving feedback from students or other stakeholders and taking action in relation
to this, the Institute shall ensure:
2.4

Procedures used are fair, ethical, transparent, equitable and timely and result in
appropriate action;

People are dealt with respectfully and ethically using the principles of equal
opportunity, confidentiality and natural justice;

Information collected, analysed and used is accurate, fair and protects affected
person’s privacy and confidentiality (where necessary);

The Institute uses the learning resulting from the feedback/complaint to drive
continuous improvement; and,

Communication to students on actions taken as a result of feedback given is
provided to students.
Complaints
The student complaints process at the Institute is available to all students and is enabled by
the Complaints and Feedback Management Policy. The complaints process provides a
mechanism for students to complain or provide feedback regarding the services, facilities
and support provided during enrolment at the Institute.
A student complaint or feedback relating to an academic decision or which indicates serious
concern or distress by a student will be referred to the Director Higher Education and
Teaching and Learning for further action as an appeal or grievance.
2.5
Grievance
The student grievance process at the Institute:

Is available for all enrolled students;

Applies to non-academic matters in which the student expresses serious concern or
distress in relation to their course of study or prospective study at the Institute;

Allows for a student to nominate, and bring, a third party person to support, inform
and provide advocacy;

Attempts to be resolve a grievance informally as close to the source as practicable,
involving discussions with the affected persons to achieve a fair and reasonable
resolution; and,

Allows students to submit a formal grievance in writing.
Where a student remains dissatisfied, they may request a review of their grievance by the
Grievance Review Committee (GRC).
Where a student remains dissatisfied with the outcome of the internal grievance process, a
student may request in writing to have an external review of their concerns by the
Ombudsman.
International students may also access the ETI complaints, appeals and grievance
mechanisms. International students must notify the International Centre prior to making a
request to have their case heard by an external reviewer.
The grievance process is detailed in Schedule 1: The Grievance flowchart.
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2.6
Grievance Review Committee
Where a formal written grievance is submitted by a student:

The Director Higher Education and Teaching and Learning (DHETL) will
acknowledge receipt with 3 working days of receiving the written grievance and:

Notify the student of the time, date and location of the Grievance Review
Committee (GRC);

Provide the student with further opportunity to present supporting relating to
their grievance; and,

Inform the student that they may have an advocate.
The DHETL will request a written response to the matter from the course coordinator and/or
Portfolio Manager.
The Director Higher Education and Teaching and Learning (DHETL) will convene the
Grievance Review Committee (GRC) within 15 days of receipt of written request.



2.7
The GRC will comprise of a minimum of three members with a Chair and two other
members who are fit and proper persons and have no previous involvement in the
matter under appeal.
The DHETL will elect the chair and the members.
The chair of the GRC will forward a report and summarise the outcome and decision
of the meeting to the General Manager Education and Industry Services.
Malicious complaints
Care will be taken to identify malicious or inaccurate complaints about another individual as
these may expose the complainant to legal action by the person about whom the complaint
is made.
Students giving feedback or making a complaint in good faith will be able to complete their
course of study with impunity.
The Institute reserves the right not to proceed with a complaint:
2.8

which is anonymous or based on hearsay; or,

which is made more than ninety days after the alleged incident; or,

when no response is received from the complainant within ninety days of
correspondence communicating with the complainant.
Appeals
Students have the right to appeal any academic decision made by the Institute. See the
Higher Education Assessment, Moderation and Appeals Policy.
2.9
Student Information
Feedback and grievance mechanisms will be reported to students via the Higher Education
Student Handbook and the Institute’s HE website.
3.
GUIDELINES
3.1
N/A
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4.
RELATED DOCUMENTS
4.1
Governing Documents:
Higher Education Support Act
Tertiary Education Quality Standards Agency (TEQSA) Act
TEQSA Threshold Standards and related directly to PRS: Section 6 Responsibilities to
Students
General Student Regulations Academic Regulations for Higher Education Students
Student Code of Conduct
Code of Professional Conduct for Staff
4.2
Related Policies:
Complaints and Feedback Management Policy
Customer Service Policy
Higher Education Assessment, Moderation and Appeals Policy
Higher Education Annual Course Evaluation and Review
4.3
Related Procedures and Forms:
Student Satisfaction Survey
Evaluation of Teaching and Learning (under development)
Graduate Destination Survey (under development)
4.4
Supporting/Related Documents:
Schedule 1: Grievance flowchart
5.
ACCOUNTABILITIES
5.1
Responsibilities:
The Higher Education Directorate will be responsible for monitoring Higher Education
Student Satisfaction.
The Complaints Coordinator will be responsible for student feedback via the Customer
Service Policy and the Complaints and Feedback Management Policy. The Complaints
Coordinator must notify the Higher Education Directorate of any complaint relating to Higher
Education.
The Higher Education Directorate will enable a mechanism for lodging and resolving
complaints, grievances and/or appeals.
5.2
Monitoring and Evaluation:
Director Higher Education and Teaching and Learning
Higher Education Quality and Standards Standing Committee
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6.
DEFINITIONS
(For a full list of definitions please see the QMS Glossary List of Definitions and Acronyms on QMS)
7.
POLICY APPROVAL
Approved and Endorsed:
Jill Jamieson
Managing Director
Date: 12 December 2014
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DOCUMENT HISTORY AND VERSION CONTROL
Version
Date Approved
Approved by
Brief Description
V1.00
6 December 2012
Academic Board
New
V1.02
12 December 2014
Managing Director
Minor Amendment for position titles and
TESQA standards
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Schedule 1: Grievance flowchart
Student has a concern or distress in
relation to their course of study.
Student seeks a resolution of their grievance as
close to the sources as possible (e.g. lecturer)
Informal Grievance Process
Lecturer notifies Discipline Leader/Course
Coordinator and meets student to resolve
matter. A report is provided to the
Portfolio Manager.
Yes
Grievance resolution is
documented along with the
record of interview to HESS.
Is the student satisfied
with the outcome of
the interview?
No
Student makes a written grievance to the Higher
Education Director.
Formal Grievance Process
Director Higher Education and Teaching and Learning (DHETL) will
acknowledge receipt with 3 working days of receiving the written grievance
and request a written response to the matter from the Discipline Leader
and/or Portfolio Manager.
Director Higher Education and Teaching and Learning (DHETL) will the
convene Grievance Review Committee (GRC) within 15 days of receipt of
written request.
Grievance resolution
is documented along
with the record of
GRC and letter to
student to HESS.
Yes
Is the student satisfied
with the outcome of
the interview?
No
Refer student to
International Centre
and to the ETI
Grievance process.
A written statement from the Director Higher Education and
Teaching and Learning to the student will summarise the
outcome and decision of the GRC. (Within 15 days of the
GRC)
Note: The General Manager Education & Industry Services will be
notified when a grievance is referred to an external process.
Is this an international
student?
External Grievance Process
Yes
No
The Institute is notified of
external decision
Grievance is referred to the Western Australian
Ombudsman’s office.
Note: International students may also undertake
an external review with the Ombudsman’s office
Managing Director will
consider external
The Institute is notified of external
Managing Director will
recommendation, and
decision.
consider external
communicate the decision
recommendation, and
with supporting reasons in
communicate the decision
writing to all parties involved
with supporting reasons in
within 2 weeks.
writing to all parties involved
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