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Grievances Procedures

Grievances Procedures for Research Postgraduate Studies

 

The University is committed to providing high-quality learning experience for all its students and welcomes any feedback. We recognise that from time to time, problems arise and students may occasionally wish to express concern about or dissatisfaction with certain aspects of the University or the services it provides. We aim to use the feedback gathered positively to help us further improve the services we offer and to enhance the University experiences of all the students. This grievance procedure, as distinct from the procedure for Appeal Against Decisions as stipulated in the General Regulations, is published for clear guidance for research postgraduate students in case of dissatisfaction.

 

  1. Guiding Principles

 

  • This procedural guideline aims to facilitate the process of resolution and to enable problems to be resolved as close to the point of origin as possible.
  • The University ensures that any grievance or complaint is handled in a timely, fair, and transparent manner, and on the basis of relevant and strong evidence. 
  • The investigation, and evidence required, will be proportionate to the issues raised.
  • The decisions are independent, meaning that they are taken by the personnel who are without perceived or actual conflicts of interest at all stages.
  • The student and relevant parties will have a fair opportunity to present or respond to the complaint and will be provided with clear reasons for the outcome of each stage of the procedure.
  • The University will handle any grievances and complaints in confidence. However, to ensure fairness and transparency, complaints cannot be lodged in anonymity, and disclosure of the case details and certain evidence may be necessary for the related personnel to respond, for investigation purpose, or as required by law.
  • Any student who makes a complaint in good faith will not be adversely affected by the fact of the complaint, whether or not the complaint is upheld.
  • A complaint made anonymously will only be considered under exceptional circumstances, and where the nature of the complaint makes an investigation appropriate.
  • Throughout the process, the focus will be on resolving issues not apportioning blame.
  • The University will implement reasonable adjustments to the procedure where appropriate.

 

  1. Time Frame

 

  • Any complaint must be made within a reasonable time of the incident giving rise to the complaint and, in any event, no later than three months after the incident.
  • The Grievance procedure is divided into two stages:

Stage one: Informal Resolution Procedure

Stage two: Formal Resolution Procedure

 

  1. Stage One: Informal Resolution Procedure

 

  • Students are strongly encouraged to resolve any concern by talking with the relevant staff member, administrator or his/her supervisor.
  • Each Faculty/School/Department concerned has designated the Associate Dean of Postgraduate Studies or equivalent for communicating with the student concerned.
  • If the issue is related to the student’s supervisor and to whom the student does not feel comfortable to raise the issue, the student can approach the designated representative in the department or faculty independent of the case for help and advice.
  • For record purpose, the relevant unit should keep the documentation and inform GS of the case.

 

  1. Stage Two: Formal Resolution Procedure

 

  • If efforts have been made to resolve the issue through informal process but without success, a formal complaint can be lodged within a reasonable period of time, normally no later than three months after the alleged incident took place.
  • A formal complaint shall be addressed to the Dean of the academic unit. It should be made in writing substantiated with evidence and set forth a statement of the issue, the University policy or procedures violated where applicable, and the specific remedy sought.
  • Except for extraordinary circumstances, the Dean or Director or his/her delegated senior academic, will, within ten (10) business days of receiving the complaint, conduct a formal meeting with the student, permitting her or him to provide any necessary relevant information.
  • The Dean or Director or his/her delegated senior academic will investigate the matter further as he or she deems necessary. Except for extraordinary circumstances, a written recommendation is sent within ten (10) business days of the first formal meeting. The recommendation, stating the background information, the rationale for the recommendation, and the recommended remedy, if any, will be sent to the student and any other person(s) involved. Copies of the original complaint and the written recommendation are kept in the Faculty/School's Office for a minimum of five years.
  • If the complainant is not satisfied with the result, he/she may lodge an appeal to the Research Postgraduate Studies Committee (RPSC) via Graduate School (GS) for consideration. The RPSC Chair will consider if there is ground for reconsideration, and inform the complainant of the final decision.
  • If there is ground for consideration, a final investigation will be conducted by the Appeal Panel who will inform the complainant of the results of the investigation and the final decision.

 

  1. Record-keeping, Confidentiality and Reporting

 

  • The Faculty concerned and GS will keep documentation of the complaints, including the submission, evidence collected during the investigation, the outcome, and review results if any.
  • The information received during the investigation will remain confidential to those involved in the process and those who may need to be consulted in order to reach an outcome. No third party should be told any more than is reasonably necessary to obtain the information required from them.
  • To ensure we can monitor and respond to complaints, anonymised data will be reported annually to relevant University’s committees.

 

  1. Contacts of Faculty’s Representatives

Faculties/Schools should have internal procedures for handling complaints or grievances of students, and nominate the Associate Dean of Postgraduate Studies or equivalent as Faculties’ representatives to handle the cases. The contacts of the representatives should be provided in the Programme Document and made available to students.

 

  1. If a student is not clear about the channels through which complaints can be made, he/she may seek advice from the Graduate School.