Student Grievance Resolution Procedure

The university has a well defined procedure in place by which students with problems or grievances can seek a resolution on the issue. The general principle is that the student, group of students or student representative attempts firstly to resolve the matter with the staff member they would normally deal with on a given matter, eg:

• Course Coordinator for teaching and assessment or course administration matters
• Enquiries Counter staff for general administrative or facilities matters
• Helpdesk email service for IT problems
• Laboratory Supervisor, etc.

If the complainant is dissatisfied with the response received at that level, it can be escalated to a more-senior person. In this case of matters unrelated to teaching, students should contact the School Enquiries Office to find out who the supervisor is and how to contact that person.

In the case of academic matters:

• proceed next to contact the ITEE Director of Coursework Studies;
• if still unresolved, contact the Head of School;
• if still unresolved, the Executive Dean of the Faculty of EAIT;
• followed by the Deputy Vice-Chancellor (Academic).

The University’s Grievance Resolution Process appears in full here.

The University’s Student Charters set out the rights and responsibilities of students that underpin the grievance resolution process.