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Best Practice Standards 3.11


3.11 Complaint and Appeal Policies and Procedures

Policies and procedures exist to deal with complaints arising directly or indirectly from impairment and these are accessible and communicated effectively to people with impairments.

Best Practice Standards

  1. Policies and procedures established in relation to student complaints, appeals, harassment and disciplinary procedures cover impairment issues.
  2. People with impairments receive these policies and procedures in an appropriate manner and format and are aware of their right to have an independent advocate.
  3. Students with impairments know that should a complaint be unresolved, they may use the provisions of the Human Rights Act or other relevant legislation.
  4. Strategies exist to ensure that these policies and procedures are implemented fairly and effectively and outcomes are integrated into service development and planning.

Understanding these Best Practice Standards

  • Reviewing the implementation of these policies and procedures should assess whether:
    • Students are treated in a non-discriminatory manner and receive appropriate impairment support.
    • Issues are resolved in a timely and effective fashion.
    • Students know an independent advocate can accompany them. For example, an advocate from the local Health and Disability Consumer Advocacy Service.
    • Delivery is culturally appropriate to Māori and other ethnic groups, including international students.
    • There has been adherence to relevant legislation and protocols of confidentiality.
    • Expert impairment advice has been used appropriately.
    • Staff have sufficient training to fulfil this task in relation to people with impairments.