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The submission explains CDU’s existing three-step complaints approach, the role of local resolution and appeal mechanisms, and escalation beyond internal processes to the Ombudsman NT and other fora. It recommends that the National Student Ombudsman include an educative function to strengthen internal complaint processes and act as a source of resources and training, with attention to student-centric design and cases involving gender-based violence.",{"@graph":69,"@context":123},[70,84,106],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/charles-darwin-university-submission-on-a-national-student-ombudsman-january-2024/271728/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/charles-darwin-university-submission-on-a-national-student-ombudsman-january-2024/271728.png","ImageObject",300,407,{"name":92,"@type":93},"Seraphina","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-28","2026-09-15",true,{"@type":102,"interactionType":103,"userInteractionCount":105},"InteractionCounter",{"@type":104},"ViewAction",14,{"@type":107,"mainEntity":108},"FAQPage",[109,115,119],{"name":110,"@type":111,"acceptedAnswer":112},"What recommendations does CDU make regarding the NSO’s role?","Question",{"text":113,"@type":114},"CDU recommends an educative role to strengthen internal complaints processes and an NSO that provides resources and training for staff and students, especially regarding student safety.","Answer",{"name":116,"@type":111,"acceptedAnswer":117},"How does CDU describe its current complaints and appeals pathway?",{"text":118,"@type":114},"CDU describes a three-step process where local resolution is encouraged, followed by access to a complaints mechanism and then an appeals mechanism, with complaints staff acting as agents rather than decision-makers.",{"name":120,"@type":111,"acceptedAnswer":121},"What does the submission say about student-centric design for the NSO?",{"text":122,"@type":114},"The submission proposes that the NSO be centred on student voices and needs, and be effective, accessible, and transparent through the full complaints cycle.","https://schema.org",{"og:url":83,"og:type":125,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":127,"canonical":83},"index,follow",{"doc_id":129,"site_id":62},271728,1789461372,{"code":4,"msg":5,"data":132},{"doc_id":129,"user_id":133,"nickname":92,"user_avatar":134,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":135,"file_id":136,"file_url":137,"file_type":138,"file_size":139,"view_count":105,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":19,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":130,"read_time":52,"preview_page_count":4},962075114101,"https://ap-avatar.wpscdn.com/avatar/e000253a75eb197efd?x-image-process=image/resize,m_fixed,w_180,h_180&k=1780044092746381165","Submission on a National Student Ombudsman  \nJanuary 2024  \nSubmission to the Commonwealth Department of Education’s Consultation on a National Student Ombudsman  \nAustralia’s most connected university  \nCharles Darwin University’s vision is to be Australia’s most connected university by being courageous and making a difference in the Northern Territory (NT), Australia and beyond.  \nCharles Darwin University (CDU) is a dual sector university with around 7,500 higher education and  \n3,000 vocational full time equivalent students. Engaging a large number of part-time and mature age students, CDU’s higher education cohort is almost 13,000 students by headcount.  \nBeing a dual sector university allows CDU to meet the education needs of Territorians. At the heart of CDU is to engage First Nations students and support their attainment of vocational and higher education. Around seven per cent of higher education and 25 per cent of vocational education students are First Nations students, and CDU has the highest proportion of remote students in higher education in Australia.  \nCDU has established itself as an exciting and progressive research-intensive university with a regional focus. CDU’s research outputs consistently outperform for its size and are evaluated as being well above world standards in areas of importance to Northern Australia.  \nIn line with the Consultation Questions provided by the Commonwealth Department of Education, this submission focuses predominantly on the how a National Student Ombudsman (NSO) could better support students of CDU. This submission has been informed by internal consultation focused on the existing complaints mechanisms available to students and how future arrangements could be implemented.  \n1. A proposed National Student Ombudsman is described in Action One of the Action Plan on Addressing Gender-based Violence in Higher Education . Are there additional considerations that would be critical to the role of a National Student Ombudsman?  \nCDU does not lose sight of the context for the NSO consultation, which has arisen from the Draft Action Plan: Addressing gender-based violence in higher education (Draft Action Plan) . The National Student Safety Survey 2022 provided important insights for the university sector. The statistics reveal that universities have a strong role to play in national efforts to reduce gender-based violence.  \nRelevant to this Consultation, the National Student Safety Survey 2022 showed that CDU students are more likely to make a formal complaint than the national average (4 .2 per cent of students, compared to the average of 3 per cent); and CDU students were more likely to seek support (21 .4 per cent of students, compared to the average of 16.8 per cent) .  \nUpon making a complaint, students at CDU are encouraged, if appropriate, to attempt a local resolution. Then if not satisfied, or it is inappropriate to seek local resolution, students have access to a complaint and then an appeals mechanism. CDU sees this as a three-step process and the complaints team are agents of the of the process, not decision-makers. Complaints made by students may include decisions of the University, or actions of peers or University staff.  \nThe escalation beyond internal processes is to the Ombudsman NT, with an average of 13 complaints escalated (or made independently) to the Ombudsman NT over the preceding four years.1 Students can also access other fora, including the NT Anti-Discrimination Commission and the Australian Human Rights Commission.  \nAs part of student experience, the availability of complaint handling mechanisms, and willingness to access support, must remain core business for universities. An additional consideration recommended by CDU is that the NSO have an educative role to encourage strong internal complaints processes and not inadvertently provide opportunity for universities to weaken (or collapse) their complaint structures. An NSO direction that complainants must ","cbCaivkPT5pRACQe","https://ap.wps.com/l/cbCaivkPT5pRACQe","pdf",1197263,"English","# Submission on a National Student Ombudsman\n## CDU student complaints and escalation pathways\n## Recommended additional considerations for the NSO\n## Student-centric design and safeguards","[{\"question\":\"What recommendations does CDU make regarding the NSO’s role?\",\"answer\":\"CDU recommends an educative role to strengthen internal complaints processes and an NSO that provides resources and training for staff and students, especially regarding student safety.\"},{\"question\":\"How does CDU describe its current complaints and appeals pathway?\",\"answer\":\"CDU describes a three-step process where local resolution is encouraged, followed by access to a complaints mechanism and then an appeals mechanism, with complaints staff acting as agents rather than decision-makers.\"},{\"question\":\"What does the submission say about student-centric design for the NSO?\",\"answer\":\"The submission proposes that the NSO be centred on student voices and needs, and be effective, accessible, and transparent through the full complaints cycle.\"}]","Charles Darwin University Submission on a National Student Ombudsman - January 2024 | PDF"]