Guidance Note: 'Grievance and Complaint Handling'

'Grievance and Complaint Handling' encompasses the policies and procedures implemented by higher education providers in response to a grievance or complaint expressed against the provider by another party, including students, staff or members of the wider community. However the "Higher Education Standards Framework (Threshold Standards) 2015" (HES Framework) section on Grievances and Complaints is specific to those involving students, so for the purposes of this Guidance Note, grievance and complaint handling is confined to "grievances and complaints from students." The purpose of this note is twofold: (1) to give guidance to providers about the Tertiary Education Quality and Standards Agency's (TEQSA's) expectations; and (2) to help students understand what they can expect from providers. [For "Higher Education Standards Framework (Threshold Standards) 2015 -- TEQSA Contextual Overview. Version 1.1," see ED606470.]