Grievance and Review Policy 

All current and prospective students of Carnegie Mellon’s Heinz School, Australia can access the grievance procedures set out in this policy.

Complaints are initially handled with the individual(s) responsible for the service or process about which the complaint is being made. If complainants are dissatisfied with the outcome of these attempts at resolution, they may appeal through the process outlined in this document. The complainant and respondent will not be victimised or discriminated against in any of the stages set out in these procedures.

The Heinz School, Australia treats the complaints it receives seriously, and ensures that the processes involved are clear, prompt, confidential, and fair to all parties. Records of grievances and their outcomes will remain strictly confidential to the degree necessary for resolution. Records will be maintained in a separate file (not kept in the student’s official file) and securely stored within the office of the Program Director for a period of five years. The complainant and respondent will be allowed supervised access to these records. All internal review processes are free of charge to the complainant. Independent review processes undertaken by an external individual/body may incur a cost to the complainant.

These procedures are communicated to students and employees through the Heinz School’s website at www.heinz.cmu.edu/australia and in student and faculty handbooks.

The procedures set out in this document do not replace or modify other university policies or procedures, or any other responsibilities which may arise under other higher education provider policies or under statute or any other law.

• Academic Grievance and Review Process
  • Students should seek first to resolve the issue with the individual(s) responsible for the service or process. Complaints addressed to the university or directly to the Executive Director will be referred back to these individual(s).  If a resolution has not been attained at the initial level, students should lodge a written complaint to the Program Director. Lodgement must be made via the attached Complaint Appeal Form within 10 business days of the discovery of the event the student wishes to have reviewed. 
  • The Program Director will acknowledge receipt of the complaint, in writing, within 5 business days. The Program Director will seek to meet with the student and any other party concerned as soon as possible. Ideally this meeting will occur within 10 business days following the date the written acknowledgement is sent to the student. The complainant and/or respondent have the right to be accompanied by a third person (such as a family member, friend, counsellor or other professional support person) if they so desire.
  • Within 5 business days of the meeting, the Program Director will provide the student with written notification of the decision/resolution.
  • If unsatisfied with the decision, the student may request a review. The request for review must be made in writing to the Executive Director within 5 business days of receipt of the notification of decision/resolution and should include all materials needed for the review.
  • The Executive Director will review the student’s submission, schedule meetings with the student and any other relevant party as needed, and provide the student with written notification of the review decision/resolution within 10 business days of receipt of the request for review. 
  • Should the student still remain unsatisfied, he or she may request a final review from the Dean of the Heinz School. As above, the student must submit, within 5 days of written notification of the Executive Director’s decision, a written request to the Dean accompanied by all materials relevant to the review. The Dean may request meetings (via teleconference, telephone or in person, when possible) with the student and other relevant parties, as needed. The Dean will provide the student with written notification of the decision/resolution within 10 business days of receipt of the student’s request.
  • At the conclusion of this process, should the student still remain unsatisfied, he or she may seek to have the decision/resolution externally reviewed by an independent person or body, including:
    • Office of the Training Advocate (International Students)
      Ground Floor, East Wing
      31 Flinders Street
      Adelaide, SA  5000
      FREECALL 1800 006 488
      www.training.sa.gov.au
    • Equal Opportunity Commission of South Australia
      Level 2, 45 Pirie Street
      Adelaide, SA 5000
      FREECALL 1800 188 163
      www.eoc.sa.gov.au
  • The University will provide the student with the most current contact details of these bodies together with information outlining likely costs to be incurred by the student for such external review.
  • At any stage the student may withdraw the request for review. Such advice must be made in writing to the Executive Director.
• Non-Academic Grievance and Review Process
  • Complainants should seek first to resolve the issue at the local area responsible for the service or process. Complaints addressed to the university or directly to the Executive Director will be referred back to the local area.  If a resolution has not been attained, complainants should lodge a written complaint to the Program Director. Lodgement must be made via the attached Complaint Appeal Form within 10 business days of the discovery of the event the student wishes to have reviewed. 
  • The Program Director will acknowledge receipt of the complaint, in writing, within 5 business days. The Program Director will seek to meet with the complainant and any other party concerned as soon as possible. Ideally this meeting will occur within 10 business days following the date the written acknowledgement is sent to the student. The complainant and/or respondent have the right to be accompanied by a third person (such as a family member, friend, counsellor or other professional support person) if they so desire.
  • Within 5 business days of the meeting, the Program Director will provide the complainant with written notification of the decision/resolution.
  • If unsatisfied with the decision, the complainant may request a review. The request for review must be made in writing to the Executive Director within 5 business days of receipt of the notification of decision/resolution and should include all materials needed for the review.
  • The Executive Director will review the complainant’s submission, meet with the complainant and other relevant parties as needed, and provide the complainant with written notification of the review decision/resolution within 10 business days of receipt of the request for review. 
  • If, at the conclusion of this internal review process, the complainant remains unsatisfied, he or she may seek to have the decision/resolution externally reviewed by an independent person or body, including:
    • Office of the Training Advocate (International Students)
      Ground Floor, East Wing
      31 Flinders Street
      Adelaide, SA  5000
      FREECALL 1800 006 488
      www.training.sa.gov.au
    • Equal Opportunity Commission of South Australia
      Level 2, 45 Pirie Street
      Adelaide, SA 5000
      FREECALL 1800 188 163
      www.eoc.sa.gov.au
  • The University will provide the complainant with the most current contact details of these bodies together with information outlining likely costs to be incurred by the complainant for such review.
  • At any stage the complainant may withdraw the request for review. Such advice must be made in writing to the Executive Director.