EMMAUS WALK TRUST

Student Complaints Procedure

Created September 2023

Review September 2025

Content
Scope
Student & Staff Conduct
Guiding Principles
Definitions
Concerns and Complaints procedures

1.     Scope

The procedure applies to all students enrolled in any Emmaus programme.  It covers academic, behavioural and general concerns or complaints.

2.     Student & Staff Conduct

The expectations of conduct at Emmaus are set out in the Emmaus Pastoral Care code which is included in the Welcome pack for students and in the Tutor pack for staff.

3.     Guiding Principles

The Emmaus Trust will always seek, in the first instance, to have reconciliation as a guiding principle in all concerns or complaints. 

A Biblical approach requires that we deal with disputes or differences in an open and honest manner, giving space for everyone to speak. We want to exercise care to preserve relationships, and to operate with grace, forgiveness and Christian love. We have an obligation to try to resolve disputes directly, following the principles of natural justice.

John 14:34,35 - “A new command I give to you: Love one another. As I have loved you, so you must love one another. By this everyone will know that you are my disciples, if you love one another.”

Matthew 18:15 - “If a fellow believer hurts you, go and tell him; work it out between the two of you. If he listens, you have made a friend.”

The following principles broadly apply to the handling of concerns or complaints from students against either other students or staff:

1.     As soon as it becomes apparent, a student will talk about their concern with the teacher, or the Dean and they will try to resolve it through discussion.  If the teacher or Dean consider the concern is more serious, they will encourage the student to treat it as a complaint and put it in writing.

2.     If the concern moves to being a complaint, the person raising the complaint will be given a fair and timely hearing by an appropriate Emmaus representative, most often the Dean. For complaints that are more serious, designated members of the Emmaus Trust Board would also be involved.

3.     Once a designated representative is involved in complaints process, they will continue in that role until the process is complete.

4.     The person bringing the complaint may bring a support person to any meetings and they will be given fair notice of any formal meeting they need to attend. This will give them time to prepare and arrange a support person if they wish to.

5.     A careful investigation of the circumstances and facts surrounding the complaint will be undertaken, and the findings will be fully documented.

6.     The Emmaus board will have a permanent line on the agenda “In committee discussion of any concerns, complains or sensitive matters.”

7.     For complaints against another student, that student will be informed in writing of the outcomes of any investigation and be appropriately warned. For students, this would include a warning of suspension or possible expulsion from Emmaus.

4.     Definitions

4.1 Concerns & Complaints
A concern can be a matter that is affecting a student, is important to them, and may be impacting their learning, but is not serious enough to be a formal complaint. Dealing with a concern is a more informal process.

A complaint is something of a more serious nature and therefore must be put in writing.

4.2 Misconduct & Serious Misconduct
Misconduct is defined as failure to maintain proper standards of integrity, or conduct that is a threat to the security, safety or wellbeing of students or staff of Emmaus. 

Serious misconduct may include, but is not limited to: harassment, abusive behavior, assault, theft, fraud, misappropriation, willful negligence, willful disobedience or willful misconduct. The finding of serious misconduct will result in immediate suspension.

4.3 Harassment and Discrimination

Harassment and discrimination may be offensive behaviour or unwanted attention. It may involve an abuse of power to disadvantage, discriminatory behaviour, or insult. Any kind of harassment is unacceptable – sexual, racial, academic, religious, or any other form of discrimination.

5.      Concerns and Complaints Procedures

5.1 Academic Concerns and Complaints

For course related concerns, including teaching and content grading:

·        If a student has a concern relating to the teaching material or assessment grading, they should speak firstly to the teacher concerned. If that is not possible for the student, they should then speak to the Dean or the Chair of the Board as soon as possible, both of whom can be contacted through the Emmaus Administrator.

·        If this proves unsatisfactory the matter should be put in writing and referred to the Emmaus Board through the Student Representative on the Board or alternatively through the Emmaus Administrator.  The Board will ensure that received concerns from students are investigated. 

5.2 General Concerns & Complaints

If the concern or complaint relates to personal, pastoral, or community matters:

·        A student with the concern or complaint of this nature should raise it directly with the Dean. 

·        If this does not resolve the matter, they are welcome to put it in writing and refer it to the Board. Board@emmaus.net.nz

·        For a concern relating to another student, the student can speak to the teaching staff and/ or the Dean. If this does not resolve the issue for the student, then they are welcome to make a formal complaint by putting it in writing and submitting it to the Board.  Board@emmaus.net.nz