The role of the Student Association in grievance or complaint resolution
The James Cook University Student Association employs a number of staff whose role includes assisting students with grievances or complaint resolution.
These positions are:
Townsville:
Welfare Support Coordinator, Student Association
Academic Support Coordinator, Student Association
Post Graduate Support Coordinator, Student Association
Cairns:
Academic and Welfare Service Coordinator
Academic and Welfare Service Provider
You should always try, in the first instance, to resolve a grievance or complaint yourself. You should read, if you have not already done so, Recommended Steps for Resolving your Grievance or Complaint.
However, if you feel that you have not been treated fairly or proper procedures have not been followed, or if you don't know how to proceed to resolve a particular complaint, then contact the Student Association staff listed above for advice.
These Student Association staff provide:
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a free, confidential service
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an opportunity to discuss your grievance or complaint with someone who is not directly involved in the situation and can provide an independent consideration of the issues, and
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assistance with resolving your grievance or complaint.
This assistance includes:
Advice
The Student Association can provide advice on:
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how the University operates, structures, policy, rules, procedures, committees etc.
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the most appropriate person to whom you should address your grievance
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the most appropriate means of addressing your concerns quickly
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possible outcomes or resolutions for your circumstances
Advocacy and representation
The Student Association staff, as independent professional staff, are available to advocate for you or represent you in dealings with the University, to facilitate a prompt resolution to your issues.
Continuous improvement
If your complaint identifies a deficiency in JCU's rules and procedures, then the Student Association will negotiate with the University to rectify this deficiency, especially when changes or amendments will prevent other students having the same problem. The Student Association regularly provides senior staff at JCU with recommendations for changes and improvements.
