Tips for Resolving Grievances Informally
Be Clear About Your Grievance
Your grievance should be about a specific action or actions, a specific decision or decisions. If your grievance is about the refusal of a scholarship, for example, or the rejection of an application for Special Consideration, this could be quite straightforward. But if you are concerned about quality of teaching or the feedback on your assignments, you should have specific examples to support your case. If possible, you should collect some written evidence to support your case.
Deal With The Issue Early
Many grievances that started out small have grown out of proportion and become far more complicated because they were not dealt with as soon as possible. If there is a concern about feedback, for example, talk to the person concerned as soon as you can. Don't wait for three or four assignments to go past before discussing it. It might be a simple misunderstanding and an early discussion about it will make everything clear. Dealing with things early is particularly important when there is a key relationship at the centre of your studies such as the relationship between a PhD student and their supervisor.
Get Advice
There are many people within the University who can give information and advice (see the list and web sites in Student Grievance Procedures). It is a good idea to talk to someone before going ahead with a grievance, even informally. Their advice will help clarify which procedure to use for any particular issue. Knowing the right process will help to resolve it quickly. Talking to someone who is not involved in the issue can also help you to clarify just what the grievance is and how you would like it resolved. They can also help you to gather any relevant information, and in some cases will be able to go with you to any meetings you have to discuss your concern with the people involved.
Be Clear About What You Want
Just as it is important to be clear about your grievance, it is also important to be clear about what would resolve it. The resolution you are seeking should be reasonable and appropriate. For example, if you've been refused Special Consideration, trying to get an automatic pass is not appropriate, but trying to get your application accepted and considered in the assessment is. Although it is sometimes reasonable to ask for an apology, demanding a public apology is almost always too extreme. Of course, if you have a grievance, it is because you believe that you have been wronged in some way, and you want to redress the balance. But those grievances that are resolved quickly, and with least stress to everyone, are usually those where the expected outcome has been realistic and relevant to the grievance.
Take A Support Person
Many of the University's procedures include the right to have a support person with you at meetings and hearings, and it is generally accepted as good practice. You should clarify with the staff member before any meetings just what role the support person is expected to play. You are usually expected to present your own case, but the support person can be very helpful in clarifying issues and in summarising what has been agreed.
Get Things In Writing
It is hoped that most student grievances will be resolved informally. This means that there is no need for you to write a formal letter of complaint or a formal appeal to the Academic Board. Even so, it is often a good idea to avoid confusion by getting something in writing at the end of the informal process. If the issue has been resolved, for example, it is a good idea to exchange e-mails with the person concerned to confirm that you agree on the resolution.