Recommended steps for resolving your grievance or complaint
The following steps are presented to assist you in resolving your grievance or complaint.
- 1.
Speak with the person directly involved
Direct contact is usually the quickest and best way to resolve an issue. For example:
-
if your issue is related to your enrolment then you should speak with someone in your Faculty Office (Townsville) or Student Enquiry Centre (Cairns);
-
if your issue relates to a library fine, then you should speak with the Supervisor, Lending Services at the Library;
-
if your issue is related to a mark on an assignment, then you should speak with your lecturer or tutor.
The Student Association, your Faculty Office and the Student Enquiry Centre can assist you in determining who would be the appropriate person for you to speak with.
- 2.
Lodging a formal complaint or appeal
It may be appropriate to make a formal application, such as writing a letter to document your complaint, or lodging a formal appeal in accordance with a particular University policy. Time limitations are imposed on appeals. The Student Association, your Faculty Office and the Student Enquiry Centre can provide advice on appeal procedures.
Other formal complaints can be lodged with the Director, Student Affairs, James Cook University, PO Box 6811, Cairns 4870. Fax: (07) 4042 1070.
- 3.
In those instances where University grievance processes have not resolved the matter to the satisfaction of the complainant, recourse may be had through:
The Queensland Ombudsman’s Office
or
The Anti-discrimination Commission Queensland
If you experience difficulties in resolving your grievance or complaint, James Cook University's Student Association may be able to assist.
