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Course-related problems can take almost any form, including issues related to course structure or material, lecturing style or content, behaviour of the lecturer or tutor, or course assessment. While occurring less frequently these days, problems still do occur from time to time. However, resolving them is often much easier than you might think.
About 10 years ago, the University introduced a framework for a better process (for students and staff) for the fair and equitable resolution of problems. This framework is called the University Grievance Procedures (UGPs).
The aim is to "foster the fair, speedy and low-level resolution of disputes ...” Importantly, the procedures are underpinned by the principles of 'nature justice', including that the "process for resolving the Grievance [needs to be] conducted fairly.
The procedures involve making all reasonable effort to resolve the problem at the lowest level. Generally, this works in the best interest of the student as lecturers and tutors are often more flexible than other levels in the University, for example, PVCs or the University Grievance Committee. Moreover, this is the quickest way of getting an outcome and the issue doesn't drag on and on, thus impacting on the student's overall study.
Step 1 |
The student and/or their [MUSA] representative approaches academic [sic] staff member concerned. If the approach is in writing the academic staff member should acknowledge the receipt of the complaint within seven days. (Mediation preferred forum for resolution.) |
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University Disputes Advisor for referral to a Mediator agreed on by the parties |
Step 2 |
If no resolution, or step 1 is inappropriate, complainant approaches Head of Department/School/Institute or, where the HoD is the respondent or there is no settlement of the Grievance, the Pro Vice-Chancellor of the College. . (Mediation preferred forum for resolution.) |
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University Disputes Advisor |
Step 3 |
If no resolution, complainant approaches Assistant Vice-Chancellor (Academic) who will, after consultation with the University Disputes Advisor, convene the University Grievance Committee. |
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University Disputes Advisor |
Step 4 |
University Grievance Committee decision, which is final and binding [note my comment below]. |
Note: step four isn't "final and binding" as any student can, at any time, use the judicial system like anyone else, including the Ombudsman's Office, Disputes Tribunal, District Court, Commerce Commission, Human Rights Commission etc. However, it is advisable to use this University process before looking at outside remedies, as these tend to be more inflexible and litigious.
The UGPs sound and look formal but are often just the opposite. Most of the time they're about students and lecturers sitting down, drinking coffee, chatting, sharing ideas, and agreeing on a better way of doing things. If you have a problem, I highly recommend you using this process. Also, note that while problems should be raised within a reasonable timeframe, you can also wait until you finish the paper before approaching a lecturer.
Susan - Advocacy Co-ordinator
Phone: 06-350-4505
E-mail: advocacy@musa.org.nz
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