Grievance handling in Australian Universities: the case of the university ombudsman and the dean of students

Abstract

There is a variety of ways a university may provide an effective complaint-handling mechanism for resolving student grievances. Commonly, a university will have more than one grievance handling unit to assist resolving such grievances. This paper discusses the existing and future role of the grievance-handling unit titled the 'university ombudsman' and its equivalent, the 'dean of students'.