Glossary
Academic judgement | A decision that needs the opinion of an academic, like the grade given for an assignment |
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Accessible | Something easy to use or understand for everyone |
Alternative dispute resolution | A way to solve conflicts with the help of a neutral person through conciliation or restorative engagement |
Anonymous | When someone's real name or identity is not revealed |
Appeal procedures | A step in a higher education provider's complaints process that allow a person to request a review of a decision if they believe it was incorrect or unfair |
Assess | To carefully look at information provided in a complaint to understand the problem and decide what to do about it |
Authority | The power or right to give orders, make decisions, or enforce rules |
Case study | A real-life example of how a situation has been dealt with showing the steps taken to understand and resolve the problem |
Coercive powers | The authority to compel or enforce individuals or organisations to provide information, documents, or testimony necessary for investigations and to ensure compliance with laws and regulations |
Complaint | When someone reports they are dissatisfied or upset about the actions of an institution or individual A complaint may also be referred to as a report, concern, or grievance. |
Complaints officer | A person who responds to complaints, gathers information and works to resolve the issue fairly |
Conciliation | A structured but flexible dispute resolution process where a neutral third party (the conciliator) assist parties in resolving disputes by:
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Confidential | Something kept private and not shared with a third party without consent |
Consent | When a person gives permission or agrees to something |
Course administration | The work of organising and managing a course, such as giving students accurate information and timely updates |
Disability | Conditions that affect how a person performs daily activities or interacts with their environment These can be physical, intellectual, psychiatric, sensory, neurological, or learning-related, and can be either permanent or temporary. |
Disciplinary action | Action taken to correct someone's behaviour |
Disclosure | The sharing of sensitive or private information, sometimes required by law, often in situations requiring trust or transparency |
Discretion | Having the power to make decisions based on the information available |
Discrimination | Treating someone less fairly than someone else, based on characteristics protected by law These characteristics include age, disability, race, sex, gender identity, sexual orientation, and intersex status. |
Enforcement | Making sure that rules or laws are followed |
Evidence | Information or documents related to a complaint, such as verbal evidence, emails, letters, forms, invoices, receipts, photos, or screenshots |
Freedom of information | Legislation that gives everyone the right to request access to information held by federal government agencies, including documents about you, government policies, and decisions |
Gender-based violence | Any form of physical or non-physical violence, harassment, abuse or threats, based on gender, that results in, or is likely to result in, harm, coercion, control, fear or deprivation of liberty or autonomy |
Higher education provider | A university or other institution that offers higher education, also known as tertiary education |
Human rights | The basic rights and freedoms that belong to every person, no matter who they are or where they come. from Human rights ensure that everyone is treated fairly, can make their own choices, and can live without fear of discrimination or harm. |
Impartial | Being fair and unbiased |
Investigation | Formal use of our investigation powers under the Ombudsman Act 1976 to gather information, asking questions, and examining evidence to understand what happened in a provider's action complained about and assess whether the provider's actions were wrong |
Jurisdiction | The power, authority or scope to hear and decide on a complaint |
Liability | Being responsible for something, especially when it comes to legal or financial duties |
Misconduct | Behaving in a way that is wrong or unacceptable, and breaks rules, laws, or ethical standards |
Ombudsman | An ombudsman is an independent person who investigates and resolves complaints between parties. They are fair and impartial when considering complaints. The advantage of an ombudsman is that they examine complaints from outside the institution. |
Oppressive | Something that is unfair or harsh, that makes people feel burdened, restricted or mistreated |
Outcomes | The result or decision after looking into a complaint, explaining what will happen next, or how the issue will be resolved |
Policy | A set of rules or guidelines that direct actions or decisions in different situations |
Privacy | Having control over your personal information, including the right to decide who can see, use, and share your information |
Racism | Treating someone unfairly because of their race, ethnicity, or where they come from It can include harassment, abuse, or discrimination, and can happen between people or be part of policies and institutions. |
Reasonable adjustments | Changes made by a higher education provider to assist a student with a disability or who is experiencing special circumstances See ‘special consideration’. |
Recommendation | Action the ombudsman formally recommends the higher education provider take to fix an issue or improve a situation under the Ombudsman Act 1976. Recommendations can only be made in a formal report following an investigation, or following a 'closed-loop' referral. |
Referral | Sending someone or something to a different person or place for help, information, or action |
Regulator | An organisation or government agency that makes sure people and institutions follow laws and regulations They monitor activities, enforce the rules, and take action if laws and regulations are not complied with. |
Resolution | A solution or decision made to fix a problem or address a complaint |
Restorative engagement | A voluntary process that brings together a student who has experienced harm with a senior leader from a higher education provider. During this conference, an experienced facilitator will:
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Service standards | Guidelines that outline the quality of customer service an organisation should provide |
Special consideration | One-time changes to exams or assignments when a student faces unexpected problems, like illness, injury, or personal hardships See 'reasonable adjustments'. |
Trauma informed | Understanding, recognising, and responding to the effects of trauma to promote safety, trust, and empowerment |
Unjust | Something that is unfair or not right |
Unsatisfied | Not feeling happy with something or your needs not being met |
Vocational | Skills, training or work that prepares someone for a specific job or career |
Welfare | A person’s overall wellbeing, including physical, mental and emotional health |
Witness | A person who sees something happen, like an event or a crime |