Guidance Notes for Students


Introduction

City University of Hong Kong (CityU) is committed to providing the best possible environment for study. Things may go wrong occasionally, and when this happens, we believe that you should be able to raise any issue that is causing you to be dissatisfied.

    CityU will:

    • Take your complaint seriously
    • Investigate your complaint fairly
    • Treat your complaint with confidentiality
    • Deal with your complaint quickly
    • Take reasonable action to put right a situation, if your complaint is upheld

    CityU will not:

    • Penalize you for making a genuine complaint
    • Accept anonymous complaints

When to use the Complaints Procedure?

There are a number of regulations and procedures at CityU designed to deal with different issues. If you wish to make a complaint, you should be sure you use the correct regulation or procedure. The table below should help you:

Nature of complaint Name of regulation or procedure Website for more information Staff member/office to contact for advice
Review of a course grade Academic Regulations For undergraduate students (including Associate Degree):
https://www.cityu.edu.hk/arro/content.asp?cid=494

For taught postgraduate: https://www.sgs.cityu.edu.hk/student/TPg/assessment/coursegrades/
For professional doctorate: https://www.sgs.cityu.edu.hk/student/PD/assessment/coursegrades/
For research degree programme: https://www.sgs.cityu.edu.hk/student/RPg/assessment/coursegrades/

ARRO (for undergraduate students)

SGS (for postgraduate students)







Review of final award classification or academic standing decision Academic Regulations For undergraduate students (including Associate Degree):
https://www.cityu.edu.hk/arro/content.asp?cid=494

For taught postgraduate: https://www.sgs.cityu.edu.hk/student/TPg/assessment/coursegrades/
For professional doctorate: https://www.sgs.cityu.edu.hk/student/PD/assessment/coursegrades/
For research degree programme: https://www.sgs.cityu.edu.hk/student/RPg/assessment/coursegrades/

ARRO (for undergraduate students)

SGS (for postgraduate students)







Appeal on matters related to research degree studies Regulation for Research Degrees of MPhil & PhD https://www.sgs.cityu.edu.hk/student/rpg/studentGuideBook/ SGS
Against a decision of the Student Discipline Committee or Panel Code of Student Conduct http://www.cityu.edu.hk/vpsa/cscdp/ Secretary to Student Discipline Committee
About the conduct of the President Council Procedure for Handling Complaints against the President http://www.cityu.edu.hk/cuc/ Secretary to the Council
About the conduct of a student Code of Student Conduct http://www.cityu.edu.hk/vpsa/cscdp/ Head of Department where the student is enrolled, or Head of Service where the incident occurred
About the conduct of a staff member Student Complaints Procedure http://www.cityu.edu.hk/stdcomplaint Secretary to Student Complaints Panel
Poor teaching or supervision Student Complaints Procedure http://www.cityu.edu.hk/stdcomplaint Secretary to Student Complaints Panel
Inadequate or insufficient facilities Student Complaints Procedure http://www.cityu.edu.hk/stdcomplaint Secretary to Student Complaints Panel
The failing of any university service Student Complaints Procedure http://www.cityu.edu.hk/stdcomplaint Secretary to Student Complaints Panel
Service or activities of Students’ Union (SU) & its affiliated societies SU Constitution https://www.cityusucouncil.org SU Council Chairman or SU Chief Arbitrator
Service or activities of Postgraduate Association (CUPA) CUPA Constitution https://www.cupacityu.com CUPA President

If you are not sure where to go to make your complaint, you should seek advice from the Office of the Vice-President (Student Affairs).

How to make a complaint?

You should first try to have your complaint resolved informally, by raising the complaint with the most appropriate person in the relevant department/ office/ unit. This is called the "Informal Complaint Process". For example:

You wish to complain about: You should speak to:
Poor classroom/ laboratory/ workshop facilities Course or Programme Leader, Facilities Management Office
A problem in the Student Residence Your Residence Master, Student Residence Office
Concerns about safety on campus Facilities Manager, Facilities Management Office
Poor supervision (research students) College/School Research Coordinator, School of Graduate Studies

The staff member will handle your complaint in accordance with the Student Complaints Procedure.


When to make a complaint?

The Complaint must be made within a reasonable time of the incident giving rise to the Complaint and, in any event, no later than three months after the incident. 


Who can make a complaint?

You can use this procedure if you are a student of City University of Hong Kong, who

  • Is currently enrolled; or
  • Was previously enrolled, as long as the event occurred whilst you were enrolled as a student.

Remarks: Students of the Community College of City University and the School of Continuing and Professional Education are not covered by the Student Complaints Procedure.


What can you do if you are not satisfied after making an informal complaint?

If you are not satisfied with the resolution suggested through the informal process, you can make a formal complaint (the “Formal Complaint Process”). To do this you must:

  • Make your complaint in writing by using the Student Complaints Form;
  • Send your written complaint to the Office of the Vice-President (Student Affairs).

Your written complaint must include:

  • Your full name and student ID number;
  • A clear description of the nature of the complaint;
  • An explanation of what you have done already to try to resolve the complaint (the “Informal Complaint Process”), and why you are not satisfied with it;
  • Any evidence you have to support your complaint.

Once you have submitted a written formal complaint you must not approach the Vice-President (Student Affairs) or any member of the Student Complaints Panel to discuss your case. If you have any queries you should contact the Secretary to the Student Complaints Panel.


What will the Vice-President (Student Affairs) do with your complaint?

The Vice-President (Student Affairs) (VP(SA)) or his/her nominee may undertake an initial investigation. This could involve asking you for more information, and asking the person, office or department you are complaining about for information. The VP(SA) will then either:

  • Dismiss the complaint as there is not enough evidence to support it; or
  • Decide that the complaint is trivial and so no further action will be taken; or
  • Decide that the complaint is malicious, frivolous or vexatious. If this happens, you may be subject to disciplinary action; or
  • Popose a resolution to you; or
  • Refer the complaint to be considered by the Student Complaints Panel.

The Office of the VP(SA) will normally notify you of his/her decision within 15 days of receiving your complaint.


What will the Student Complaints Panel do?

The Student Complaints Panel:

  • Will investigate your complaint;
  • May interview you. You can bring any City University staff or student member to the Panel meeting. In this instance, you must advise the Panel Secretary of the attendance of a companion at least 3 days before the meeting and must provide the name and status of the companion;
  • May interview other people who are the subjects of the complaint;
  • Will complete its investigation and make a decision normally within 30 days of receiving your complaint;
  • Will write a report on its conclusions and recommendations. You and any person or office who is the subject of your complaint will receive a copy of the report.

What can you do if you are not satisfied after making a formal complaint?

If you are not satisfied with the resolution suggested through the formal complaint process, you can make an appeal. There are very limited grounds for making an appeal. These are:

  • That there was a procedural irregularity in the investigation during the formal complaint process; or
  • That you have new evidence to present, and you have good reasons for not presenting it earlier.

If you think that you can show evidence of either of these two grounds you can make an appeal. The appeal must:

  • Be in writing, and describe and give evidence to demonstrate the grounds for appeal;
  • Be sent to the President of City University within 10 days of the date on which you were notified of the result of the formal complaint process.

What will the President do with your appeal?

The President or his nominee will consider your appeal and either:

  • Dismiss your appeal, if s/he decides that there is no evidence to establish grounds for appeal; or
  • Uphold your appeal, and suggest a resolution to your appeal; or
  • Uphold your appeal and refer your appeal to the Complaints Appeal Panel.

The President or his nominee will normally notify you of his/her decision within 15 days of receiving your appeal. His/her decision is final.


What will the Complaints Appeal Panel do?

The Complaints Appeal Panel will review all the evidence collected during the informal and formal complaint processes, and submitted to support your appeal, and any new evidence or information that you, or the person/office you have complained about, wish to present. The Panel will decide either:

  • To confirm the decision made during the formal complaint process; or
  • To suggest an alternative resolution to your appeal.

The Complaints Appeal Panel will complete its investigation and make a decision normally within 30 days of receiving your appeal for review from the President.

The Panel will write a report on its conclusions and recommendations. You and any person or office who is the subject of your complaint will receive a copy of the report.

The decision of the Complaints Appeal Panel is final.