Page 78 - Undergraduate Handbook 2024-25

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Student Grievances Policies and Procedures Student complaints and suggestions are shared with
Department heads and College Deans to look into them
Abu Dhabi University aims to foster the values of respect, and provide corrective actions within 5 working days.
integrity, fairness, and transparency among staff, faculty, Students can access the service and share these concerns
and students. There are occasions, however, when conflicts through: https://ss.adu.ac.ae/complain_student .
arise which require resolution. Such conflicts are normally
resolved informally and in good faith between individuals Confidentiality
and groups through conflict resolution processes.
Confidentiality will be upheld by all parties to the highest
To this end, Abu Dhabi University encourages informal degree possible at all stages of the grievance. This means
meetings between a grievant(s) and the respondent(s). that no issue regarding the grievance will be discussed with
Abu Dhabi University also encourages the involvement of any person who is not directly involved in the investigation.
third parties; such as Student Council, Student Support
Office personnel, and the appropriate Coordinator, Head A student may not submit a formal grievance in the
of Department, or Dean, all of whom are expected to assist following circumstances:
with communication and mediation.
• A grievance is against another student(s) - such
In cases where the informal meetings prove unsuccessful grievances should be processed by the Code of
or unsatisfactory, the grievant has the right to file a formal Conduct.
grievance that complies with the terms of this policy and
its procedures. • A grievance is against personnel decisions.
• A grievance is against grades awarded in particular
Definitions courses or academic decisions regarding academic
This policy uses the following definitions: work unless there is an element of harassment and
discrimination involved in the claim.
Grievance: A request by a student for a formal investigation
of decisions or actions by a faculty or staff member of the • A grievance is based on the same or similar
University that are perceived to be wrong, mistaken, unjust, circumstances that are pending resolution or have
discriminatory and in violation of the rights of the student. been resolved or are under adjudication and involve
the same student.
Grievant: The person(s) who submits the grievance.
• A grievance is against a University policy or procedures,
Faculty: Members of the University faculty including part- or a University employee is acting in compliance with
time, full-time and non-regular faculty, such as visiting and those policies/procedures.
adjunct faculty. Implementation
Employee: A person officially employed by Abu Dhabi The Head of Student Support Office or the designee will
University in any capacity. be responsible for the implementation of this policy. The
Instructor: Any person employed by the University who implementation will comprise six phases:
teaches a class, including part- time, full- time and non- 1. The Head of Student Support Office forwards and
regular instructors such as visiting and adjunct instructors. discusses the grievance with the Provost before
Respondent: The person or persons cited in the grievance. forming a Student Grievance Committee (SGC). If
the Provost can reach a solution which satisfies
Staff: Any non-teaching employee of the University, the grievant, the grievance will be closed. Campus
including students. Directors play the role of the Provost in their campuses.
Student: Any person who is registered for classes at Abu 2. The SGC will comprise:
Dhabi University.
a. The Provost, or designee, who will serve as a
Students’ Complaints and Suggestions Chair.
b. The Dean of a college other than the
Abu Dhabi University encourages feedback with regard to concerned college (to be named by the
the services that are provided to its student and believes Provost), who will serve as a member.
that everyone must share concerns, suggestions, and
complaints freely to ensure the University continues c. One student, representing the Student
to adopt the best possible standard of both academic Council will serve as a member. Decisions will
and administrative services. Besides that, the University be made on the basis of formal votes, in all cases.
provides a fair investigation of a received complaint.

Abu Dhabi University | Undergraduate Handbook 2024 - 2025