A fresh approach to student complaints

ServiceOne is the new home for Student Complaints, Reviews and Appeals, with a new ServiceOne module able to support the management of these essential university functions.

Since 1 May, students can submit a ServiceOne form to lodge a formal complaint, request a review of a decision or to lodge an appeal. Once a form is lodged, a case record will be created and used to manage the student case, from lodgement all the way through to an outcome.

The new module will provide clear workflows, tighter access controls and enhanced reporting. It will improve the overall user experience for students who are lodging cases and for staff who are managing and resolving cases.

The Student Policy and Integrity Services Team (SPIS) will still be responsible for the initial triage, as well as making assessments of review and appeal requests. This dedicated team will swiftly loop in the right experts – our trusted decision makers – to deep dive into investigations.

Decision makers will get access to the case and will be able to view and enter information, as they move through their investigation. They will update the case status once a decision has been confirmed and communicated to the student.

Click this link – Handling Student Complaints – for more information on the student complaints, reviews and appeals processes, and for guidance on how to navigate a student case as a delegate or decision maker.

If you have any questions or need any assistance, please contact the Student Policy & Integrity Services (SPIS) Team at studentcomplaints@flinders.edu.au

 

 

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Student Experience Uncategorised