Charles Sturt University
Charles Sturt University

University Ombudsman

The University Ombudsman is an impartial and confidential resource for seeking to address University-related problems, complaints or concerns. The Ombudsman works collaboratively with academic and general staff to help create a campus climate where matters raised are investigated and resolution is facilitated.

The Ombudsman can provide information and guidance on rights and responsibilities, University regulations and procedures, and mediation between conflicting parties. The Ombudsman links complaints, problems or concerns into the quality management framework for the University and seeks to use resolution options as tools for quality improvement.

According to the Complaints Policy the Ombudsman is responsible for:

  • overall management and monitoring of complaints handling within the University;
  • providing independent and impartial advice and assistance to managers or supervisors who have received and are handling a complaint;
  • providing independent, impartial and confidential information to complainants about the procedure for dealing with complaints including listening to the issues and helping the person clarify the facts;
  • conducting internal reviews of complaints in both process and content; and
  • identifying systemic issues arising from complaints and making recommendations to management.

The University Ombudsman may not make an academic assessment of any work and is unable to comment on the academic merit or content of submitted works.

The University Ombudsman is also the University's Right to Information Officer and Privacy Officer.

The Government Information (Public Access) Act 2009 (NSW) (GIPA Act)

Information held by the University can be accessed in several ways:

Mandatory release
Much of the information held by the University is already publicly available. The following are resources you may wish to review, which are constantly updated:

  • The University webpages. Here, you will find information about the University, Courses and Subjects, Pathways into University and application procedures, Research activities and performance data as well as a comprehensive list of the University's publications, resources and policy documents.
  • The Publication Guide. This is a guide to the University's organisational structure and policy framework.
  • The Disclosure Log is also available through the Quick Links on the University Ombudsman's website, which lists all formal determinations made by the University under the GIPA Act.
  • The University is required by the GIPA Act to record and publish certain information about some contracts with private sector bodies. Part 3, Division 5 of the GIPA Act states that information about contracts worth more than $150,000 between agencies and private sector bodies must be recorded in a register of government contracts. The Contracts Register is also available through the Quick Links on the University Ombudsman's website.
  • Information tabled in Parliament. Information about the agency contained in any document tabled in Parliament by or on behalf of the agency.

Proactive release
You can ask the University for other information in addition to the information contained on its website. Under GIPA Act, the University is encouraged to release as much information as possible. The Right to Information Officer is the University Ombudsman who can be contacted on (02) 6933 4259 or by email to ombudsman@csu.edu.au

Informal request
You can request specific information from the University The University may release information without the need for a formal application, please contact the University Ombudsman, on (02) 6933 4259 or by email to ombudsman@csu.edu.au

Formal application
You can formally request specific information from the University. In limited circumstances, access to information will require a valid formal access application. Your formal application must include a name and address for the release of the information, clearly defined information sought and be accompanied by the $30 fee.