MISU Complaints Procedure
Please note that this procedure relates to MISU, for MIC's Complaints by a Student procedure click here. For any student who wishes to make a complaint under MIC's procedure, you can contact MISU for support and advice.
As the representative body of the students of MIC, Mary I Students’ Union (MISU) is here to represent, advocate for and support you in your college experiences.
We are committed to ensuring that our supports, services, communications, and our general dealings are of the highest possible standard.
Where the need arises for you to make a complaint, we aim to make this easy for you to do. We listen to your complaints; we treat them seriously; we deal with them in a fair and transparent way, and we respond to them in a timely manner.
We will monitor complaints at meetings of the MISU Management Advisory Board and where required we will look at making any necessary changes to our services, operations, and supports.
MISU values all feedback from those who engage with us, and we would also like to hear from you about what you think we do well. If you do not have a complaint but would like to give us feedback, please complete our feedback form.
What to do if you have a Complaint?
If you have a complaint, you can raise it either informally or formally.
Informal Complaint
MISU aims to resolve informal complaints at the earliest opportunity. If you have an informal complaint, you can contact us by phone or in person. You can also complete the online complaint form and your complaint will be directed to the relevant personnel for follow-up. Please ensure you leave your contact details so we can get back to you.
Depending on what your complaint relates to, the following is who you can contact:
- Representation, Advocacy & Leadership – MISU Vice-President / Academic Officer
- Communications & Services – Communications & Services Coordinator
- Clubs & Societies – Clubs & Societies Coordinator
- Operations – Finance Coordinator
Formal Complaint
If the complaint has not been satisfactorily resolved at the informal stage or if the nature of the complaint is more serious, then a complaint can be lodged with us through the online complaint form or by e-mail.
A formal complaint must include the:
- Name and contact details of the complainant
- Details of the complaint along with date/s and any supporting documentation
A formal complaint will be dealt with by either the MISU President (Representation & Advocacy services) or the General Manager (MISU Services, Communications, Operations or Clubs & Societies).
Where a complaint relates to an elected MISU official or MISU elections, the MISU Disciplinary Procedures should be followed.
What Happens Next?
If your complaint was in-person or over the phone, then we will try to resolve the issue there and then. If we cannot, we will give you a timeframe in which we will be back to you.
If your complaint was by email or through our online complaint form, we will acknowledge receipt of your complaint within 7 days, and where it was an informal complaint, we will aim to resolve your complaint within this time frame.
For a formal complaint, we will aim to resolve it within 21 days. If this is not possible, we will outline the reasons why and will give you a new deadline.
What happens if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the MISU General Manager.
If you are still not satisfied with the outcome, you can contact the Chair of the MISU Management Advisory Board who will ensure that your complaint is considered by the Board. S/he will respond within two weeks of the date of consideration by Board members.
Acting on Results
We aim to resolve all complaints to a satisfactory outcome and where required, we will review and update our procedures and/or our services.