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The Student Grievance Resolution Policy serves as a fundamental governance document for educational institutions operating in Australia. It is designed to ensure compliance with key legislation including the Higher Education Standards Framework (Threshold Standards) 2021, ESOS Act 2000, and various state education acts. This policy becomes necessary when institutions need to establish clear, fair, and accessible procedures for addressing student complaints and appeals. The document typically includes detailed processes for both informal and formal grievance resolution, appeals mechanisms, and specific provisions for different student cohorts. It must be regularly reviewed and updated to maintain alignment with changing regulatory requirements and institutional needs.

1. Purpose and Scope: Defines the policy's objectives and whom it applies to, including all student categories

2. Definitions: Clear definitions of key terms including 'grievance', 'complaint', 'appeal', 'academic matters', 'non-academic matters'

3. Policy Statement: Overview of the institution's commitment to fair, transparent, and effective grievance resolution

4. Principles: Core principles guiding grievance resolution including fairness, timeliness, confidentiality, and non-victimization

5. Types of Grievances: Categories of grievances covered (academic, non-academic, administrative)

6. Informal Resolution Process: Steps for informal resolution including initial consultation and mediation

7. Formal Grievance Process: Detailed steps for formal complaint submission and investigation

8. Investigation Procedures: Process for investigating formal grievances including timeframes and documentation

9. Appeals Process: Procedures for appealing decisions, including grounds for appeal and external review options

10. Rights and Responsibilities: Outline of rights and responsibilities of all parties involved in the grievance process

11. Record Keeping: Requirements for documentation and maintenance of grievance records

12. Monitoring and Review: Process for regular review and improvement of the policy