Academic disputes and complaints

Waipapa Taumata Rau, University of Auckland encourages the prompt and informal resolution of all student academic disputes as they arise.

If you are concerned about the way a course is delivered, the resources provided, advice on the course, or how it is assessed then these are examples of academic disputes. These are concerns about the course and the way it's run. Students undertaking research may have a concern about their supervision arrangements or the authorship of their research.

The Student Academic Complaints Statute outlines students' rights to express a concern and to seek a resolution. Importantly, it encourages informal resolutions if possible. These can be much quicker and much less stressful. However, all students have a right to submit a formal complaint if they wish, or if the informal process didn't work to their satisfaction. 

Please note that disputes over marks are not covered by the Statute. Marks are measures of performance and rely upon the expert judgement of your teachers. If you are unhappy with a mark and you want an explanation, you should see your teacher. It is not an academic dispute unless there was clearly something wrong with the way the assignment was designed and explained. 

For advice on non-academic disputes, see General misconduct complaints.

We accept you may not always feel able to discuss an academic complaint with the person directly concerned.

For this reason, you can get support through:

• Your class or faculty representative
• Student Advice Hub
• AUSA Advocacy
• Auckland University Students' Association (AUSA).

The following may give rise to an academic dispute:

1. Allegations of unfair treatment by a teacher.
2. Allegations of inadequate teaching, advice, assessment and evaluation as outlined in the Student Charter, including responses to drafts of theses or dissertations 
3. Disagreements about the satisfactory progress of research.
4. Disagreements about ways of establishing/maintaining an effective working relationship between a student and a staff member.
5. Disagreements about access to resources required by the student in order to meet the requirements of their course of study.

Read the Student Charter.

Informal procedures

• You should take any concerns you have about your course delivery or assessment of your papers to the relevant teacher, course coordinator, or to a programme adviser.
• You can take a support person. You have a right to support and can choose anybody you wish. Your class representative may be a good option.
• You may approach AUSA Advocacy at any time for assistance. They are experts and are completely independent.
• It is usually much quicker and much less stressful to try and resolve your concerns informally. However, if you prefer not to, or do not get a satisfactory outcome, you have the right to make a formal complaint.

Formal procedures

If the matter is not resolved satisfactorily at an informal level, or you don’t feel informal resolution is appropriate, you may submit a formal complaint to the relevant Academic Head.

• You need to submit the complaint yourself, but of course you can get help to do this. AUSA Advocacy can help you submit a complaint. 
• Your complaint must be submitted in writing, and must clearly describe the matter you are complaining about. Include all details and add any supporting documents if relevant. Be sure to include everything relevant as you cannot expand or change your complaint afterwards. You may include a suggestion for resolving the complaint if you wish, but this is not required. 
• Complaints can be submitted jointly by more than one student if they relate to the same matter.
• If the Academic Head is implicated in your complaint, they will forward it to the Dean who will nominate a senior member of academic staff to substitute for the Academic Head role. This is to ensure that the person investigating your complaint is independent. 
• The Academic Head (or their nominee) may choose to appoint an independent investigator rather than investigate your complaint themselves. There may be a number of reasons why they may do this, but it will ensure that the process is fair, quick and independent. 
• The investigation may take up to 28 days, especially if it is complicated and there are many people to interview. You may be contacted by the Academic Head (or their investigator) if they wish to know more about the matter.
• Please be aware that they will contact any relevant staff. This is to ensure that they fully investigate the matter. If this concerns you, then contact AUSA Advocacy or the Academic Head informally before submitting a formal complaint. They will be able to advise you on this. 
• The Academic Head will make a provisional determination and propose a resolution. This is not the final decision, but they will share it with you, the Dean, and any relevant staff. You may comment on this, letting the Dean know whether you agree or not. 
• The Dean will consider the Academic Head's provisional determination and propose a resolution, and they will consider your response. They will then make a decision which will be either:
  • Uphold the complaint in full or in part, and to prescribe a resolution; or
  • Dismiss the complaint

There is a further 'appeal' process if you are not satisfied with the Dean's decision. Formally, this is called a 'review by the Provost' - the Provost being the senior Deputy Vice-Chancellor of the University and is responsible for academic matters. You may request a review by the Provost, but note that this will not be a new investigation. The Provost will only consider whether:

The formal documents that outline this process can be read at:

• Student Academic Complaints Statute
• Student Academic Complaints Procedures