Concerns and complaints: a step-by-step guide for students
You can voice a concern, complaint, grievance, or appeal a decision, without fear of disadvantage. UC has a clear, fair and transparent resolution process. Your discussions remain confidential and no action will be taken without your authorisation.
If you require immediate, emergency assistance, please call Security on 0800 823 637 or dial 111.
Please refer to the University of Canterbury Student Complaint Procedures which explains the complaints procedure in full. You are advised to read the document in full before making a complaint.
Additional information can also be found in the Misconduct Procedures - Guide for Students and Academic Appeal Procedures - Guide for Students which you are encouraged to read in full before appealing a decision.
All formal complaint should be lodged in writing via firstname.lastname@example.org.
Who can I contact for support or if I have a question?
All questions about the complaint procedures should be sent to the Grievance and Academic Processes Advisor via email@example.com or by phone 03 3691218. The Grievance and Academic Processes Advisor can guide you through the complaints procedures and answer any process related questions.
You can also contact the UCSA Advocacy and Welfare Team or extra support or advocacy services, if needed via firstname.lastname@example.org or by phone 03 3642652.
UC Documents and information
General - relevant to all students and staff
The primary sources of further information can be found in the UC Policy Library and in the University Calendar which holds all the Regulations and Statutes that govern the University.
Some documents that contain important information for all students include:
- Know the Code - Student Code of Conduct
- University of Canterbury Student Complaint Procedures
- Academic Appeal Procedures - Guide for Students
- Misconduct Procedures - Guide for Students
- UC Privacy Statements
- Master's Thesis Work Policy and Guidelines
- PhD and doctoral regulations and policies
- PhD Regulations
External websites with official sources of information
- Office of the Ombudsman website
- Office of the Privacy Commissioner website
- Tertiary and International Learners Code of Practice and the NZQA complaints page