1.0 Definitions
1.1 The following words and expressions shall have the meaning hereby assigned to them:
1.1.1 Administrative Decision: Any official action or policy enforcement undertaken by the University’s Staff, that affects an individual’s rights or services.
1.1.2 Grievance: A formal complaint raised by an individual regarding a perceived injustice, unfair treatment, or violation of their rights by a member of the University’s Staff, while acting in an official capacity, in non-academic, or administrative matters, in contradiction with a written policy or procedure, in a way that adversely affects the individual.
1.1.3 Staff: Person(s) employed by the University.
1.1.4 Student: A person who is presently enrolled at the University in a Credit Course or who is designated by the University as a Student.
1.1.5 University: University of Doha for Science and Technology established by Emiri Resolution No. 13 of 2022.
1.2 Where a word or phrase is given a particular meaning, other parts of speech and grammatical forms of that word or phrase have corresponding meanings.
1.3 Where the context requires, words importing the singular shall include the plural and vice versa.
2.0 Policy Purpose
2.1 The purpose of this policy is to provide a structured, equitable, and transparent process for Students to raise Grievances regarding perceived injustices or unfair treatment by a member of the University community related to non-academic and administrative matters.
3.0 Policy Scope
3.1 This policy applies to Grievances submitted by Students regarding non-academic and administrative concerns, including but not limited to the following:
3.1.1 Student Services – Including but not limited to complaints about housing, dining, transportation, financial aid, and career services.
3.1.2 Facilities & Safety – Concerns involving campus safety, accessibility, and maintenance.
3.1.3 Administrative Decisions – Issues related to registration, student records, and policy enforcement.
3.2 This policy does not apply to:
3.2.1 Student conduct violations, addressed under the Student Conduct Policy (PL-ST-01).
3.2.2 Staff conduct violations, addressed under the Human Resources Policy (PL-HR-01).
3.2.3 Appeals addressed by the Student Appeals Committee.
3.2.4 Academic appeals or disputes related to grades, academic progression, or curriculum matters.
3.2.5 Matters governed by other grievance, appeal, or resolution mechanisms within the University.
4.0 Policy Statements
4.1 The University is committed to maintaining an environment of mutual respect and accountability, where Students can voice concerns in a safe and supportive manner.
4.2 The University will address Grievances promptly, impartially, and confidentially while ensuring compliance with institutional policies and procedures.
4.3 The Grievance must arise from actions taken within the scope of the University representative’s official duties and must directly and negatively impact the Student’s experience or access to services.
4.4 Students are encouraged to seek informal resolution, where appropriate, before submitting a formal Grievance. Informal and formal Grievance submission and review processes and authorities are described in the relevant procedures.
4.5 The University reserves the right to reject Grievances submitted outside the scope of this policy, or those that are frivolous, repetitive, or made in bad faith.
4.6 All records related to Grievance submissions and outcomes are managed in accordance with the University’s records retention and privacy policies.
4.7 Participation in the grievance process does not limit or affect any other rights or responsibilities under applicable University policies or procedures.
4.8 The procedures stemming from this policy will reflect the University’s commitment to ensuring that the Student grievance process is:
4.8.1 Follows defined steps, responsibilities, and timelines to facilitate orderly resolution of grievances.
4.8.2 Carried out in a fair and impartial manner, ensuring equal opportunity and protection from retaliation.
4.8.3 Conducted with transparency while respecting confidentiality.
5.0 Procedures
5.1 The Vice-President of Student Affairs will ensure that procedures are developed for the execution of this policy and are implemented accordingly.
6.0 Related Documents
6.1 PL-ST-01: Student Conduct Policy
6.2 PR-ST-01: Student Conduct Procedure
6.3 PL-ST-04: Student Appeals Policy
6.4 PL-GV-16: Protection of Personal Data Privacy Policy
6.2 PR-ST-01: Student Conduct Procedure
6.3 PL-ST-04: Student Appeals Policy
6.4 PL-GV-16: Protection of Personal Data Privacy Policy