Complaints and appeals

1. The same procedure applies to both complaints and appeals.
2. The complaints and appeals system is part of the WU continual improvement system.
3. All WU students and prospective students are entitled to access the complaint and appeal procedures, regardless of their place of residence or the mode in which they study.
4. Informal Grievance Resolution
   1. Students are encouraged to first seek to resolve complaints or conflicts informally whenever possible by speaking to the member of faculty, staff or student directly involved in the grievance (Matthew 18 principle) or to resolve it through their local cohort coordinator. If they are still dissatisfied, they may lodge a written complaint.
   2. If a student believes that a grade is incorrect, he/she should first ask the assessor what was expected for a different grade and his or her reasons. If still unsatisfied, students may submit a formal appeal.
5. A student complaint is an issue which a student believes to be unfair, inequitable, discriminatory, or a hindrance to the educational process. Students have the right to an educational experience offered in an environment free of harassment and a right to fair treatment by college personnel. Should a student believe that they have been treated unfairly or in an inappropriate manner they should follow the complaint procedure. Examples of matters about which complaints may made:
   1. program did not run as advertised
   2. misuse of personal information
   3. cause to feel unsafe (e.g. safety hazards, bullying, harassment)
   4. inequitable or discriminatory treatment (race, age, gender, disability)
   5. problems with fees or payments
   6. administrative errors
   7. scheduling problems
   8. lack of academic support (e.g. work not returned on time)
   9. graduation (diploma is late, etc.)
   10. problems with the WU software.
6. An appeal may be against:
   1. an admission rejection
   2. disciplinary action.
   3. action for unsatisfactory academic progress
   4. an assessment decision on an individually assessed item.
   5. an assessment decision on an overall grade awarded to a unit.
7. An appeal or complaint must be made within 30 days after the informal resolution process has failed.
8. Students may not lodge both an appeal and a complaint for the same incident.
9. An appeal or complaint must be written on the prescribed form and must include:
   1. Adequate identifying information of the complainant or appellant
   2. A statement of the nature of their greivance or appeal
   3. Their reasons
   4. The steps already taken to resolve the issue
   5. Their desired resolution.
10. A complaint or appeal may also include enclosed documents supporting its case, e.g. medical certificate, legal information.
11. Except in mitigating circumstances, WU will process complaints and appeals within in one calendar month of receiving them.

Committee procedures: Complaints and appeals

1. The president will refer the complaint or appeal to a committee of two persons who are independent of the case. The President may be one of them.
2. If the nature of the appeal or complaint requires more than one field of expertise, the committee may co-opt other independent persons who together have all necessary expertise.
3. The committee shall assess the risks of the complaint or appeal:
   1. Highest risk are those with risk of litigation, prosecution, insurance claim, or reputational damage.
   2. Examples of those of very low risk are clerical errors, software glitches, or third party errors (e.g. mail items lost or delayed).
4. Low risk items can usually be resolved without a policy-related decision, for example:
   1. Clerical errors and safety hazards are easy to correct.
   2. Software glitches can be referred to the IT manager.
   3. Mailed items can be re-sent.
5. In all other cases, the committee should review the following:
   1. What is the prima facie case? Has the complainant or appellant accurately percieved the case?
   2. Statements of the complainant/appelant as lodged and evidence submitted
   3. Evidence submitted with the appeal or greivance
   4. WU policy and procedures at the time
   5. External standards (e.g. legislation, accreditation standards)
   6. Contemporanous WU records (e.g. incident reports, assessment records)
6. Some special cases are as follows:
   1. In an appeal regarding assessment results, review assessment evidence and records, assessment validation records, and assessor feedback to student. A discussion with the assessor will normally be necessary.
   2. In a complaint relating to discrimination or harassment, consider incident reports. It will normally be necessary to interview the parties involved in the incident and get signed statements.
7. If a resolution is not immediately acceptable to both WU and the complainant/appellant, the committee will consider the case and reach a conclusion. If it cannot be clearly adjudicated on the basis of the evidence available at the time, it is deemed to be a policy gap and the Committee should refer it to the Board for a policy answer.
8. The committee will:
   1. provide the complainant/appellant a written statement of the adjudication decision and the reasons for the decision, and
   2. file a copy of all documentation in a register of complaints.
9. The independent adjudication shall be final.
10. All expenses incurred shall be born by the complainant or appellant unless the adjudication finds in his or her favor.
11. The complaints and appeals records may be reviewed as part of the WU continual improvement system.