A new suite of policies and procedures was implemented this year to provide simpler and more efficient management of student complaints and appeals. Next year will see a focus on two key areas to ensure this important framework is embedded across the University.
Student Complaint Management Framework
Student Policy and Integrity Services (part of Student Administration Services) receive and triage formal complaints, requests for review, or appeals submitted by students through an online form.
The team also provides advice to students and staff about processes and policy and assists with complex investigations of complaints. The Student Complaint Policy and Student Review and Appeal Policy and their associated procedures can be viewed via the Flinders University Policy Library.
Resources for students
The Student Complaints and Appeals webpage provides clear information and guidance to students, including a single point to lodge a formal complaint, request for review, or appeal through an online webform.
Resources for staff
To support staff in managing complaints, a range of web based resources have been made available on the Staff Portal, including guides for complaint handlers, how to de-escalate student issues, and template emails and letters.
What is planned for 2020?
To further embed the student complaint management framework at Flinders, there will be two key areas of focus in 2020.
Staff training
Flinders encourages students to resolve their concerns when the issue first arises. Since complaint resolution is the responsibility of all staff, one key focus in 2020 will be to provide access to adequate complaint management training and support to ensure staff feel equipped with the skills needed deal with issues, should they occur.
Training opportunities currently being explored include frontline complaint handling, conducting complex investigations and managing unreasonable complainant conduct.
Student Policy and Integrity Services will also offer ‘roadshows’ to give an overview of complaints processes and trends for different areas of the University. Some of these sessions have already taken place in Colleges in 2019, with constructive discussions as a result. The team welcomes staff feedback and suggestions for skills development in 2020 at any time, or please register your interest in arranging a visit from the team in your local area.
Streamlined lodgement and tracking of student complaints
The streamlined lodgement and tracking process presents an opportunity to more easily identify and address systemic issues and challenges for our students. In 2020, the team will consider how to best share overall feedback on patterns and trends through more regular reporting to key stakeholders.
For any questions about the framework or related processes, or for feedback about the planned activities for 2020, please email the Student Policy and Integrity Services Team.
