University Grievance Policy

The University's policy on Grievances is based on an understanding that all parties will attempt to resolve matters based on the principles of mediation and conciliation, with a view that resolving matters informally is likely to result in more constructive outcomes for all concerned.  As a general principle, complaints should be addressed close to the source of the problem, and only where unproductive outcomes result there, should the matter progress through the more formalised Grievance procedures. 

The university has recently changed its processes for handling individual Complaints and Grievances, and the Student Rights Office has not yet had a chance to update its material to reflect these changes.  To find out more about the policy and procedures relating to complaints and grievances, see the Monash website.

The following information will give you a head start in figuring out how to work towards resolving your concern, and we strongly encourage you to come and see us sooner rather than later for help.

Steps for Grievance Resolution

Firstly know your case:

• What is (are) the problem(s)?
• How is it a problem (and for whom?)
• What options could solve this problem(s)?

1. Get the facts clear in your mind

It will usually help you to write your understanding of the problem down – so that you can not only sort out these questions for yourself, but so that you can then make them clear to others.  It also makes it easier for you to negotiate a better deal for yourself.  Include dates and the sequence of events, summaries of any verbal or written communications (evidence will be useful if available).  Make sure you reach the right balance between having it as comprehensive as possible, without becoming rambly or going into irrelevant detail.  Try to separate objective fact from subjective interpretation.  It may help to talk to someone about this because if you are in the middle of a crisis it isn’t always easy to see it all clearly.  The Student Rights Officers are available to help in these situations so you don’t have to wait till it’s a full-blown crisis!  As the old saying goes, "when you’re up to your arse in alligators it is hard to remember that you came to drain the swamp".  Make sure that the issue you are concerned about is actually one that the university can help you with.  If you know a specific policy or rule that has been applied incorrectly or not at all then you can use that to assist your argument

2. Whom does it affect?

Be clear as to whether the issue relates to you personally, or whether it involves an area of Faculty/School policy that you feel needs to be changed.  If the latter is the case, try speaking to someone from the Faculty or School Club, as they might be able to raise it in the appropriate policy committee.  If this is not possible, simply taking the issue through the grievance procedures may result in a change in policy as people see a case that was not anticipated when the policy was developed.  It is important not to let your sense of social justice get out of hand in situations like this though.  Maintain your focus, and remember that bureaucracies take a long time to change, so keep your expectations realistic; a one-person crusade is not likely to change the world.  If it is a policy issue, you may want to consider such steps as publicising the problem policy through leaflets or the student newspaper, requesting a meeting/forum between students and staff, nominating student delegates to represent issues to departments or committees, lodging petitions, seeking a mediator to assist in the matter, conducting surveys, Union campaigns and so on.  Again, academic clubs and the Monash Student Association can help get policies reviewed if there is a need.

3. Have a clear idea of what you want to achieve, and the minimum you will accept.

Seek advice if you are not sure about what to do, who to see or where to go first about a problem.  Usually it will be best to start with the staff member immediately concerned and as soon as possible.  Leaving a problem almost always makes it harder to solve, or worse- it may allow the difficulty to be compounded.  Start with the attitude that you have a reasonable point of view, that you are dealing with a reasonable person and that you are prepared to listen to the other side and be able to compromise.  Going in with the attitude of "I’m going to nail this bastard" is not recommended! Make sure you’re your expectations regarding resolution are realistic and reasonable.  Try and figure out some different ways in which the matter could be resolved and present them to the people concerned.  Present scenarios that show where you are able to compromise on your 'ideal' outcome if appropriate.