Glossary

TERM

DEFINITION

Academic judgement

When a staff member of a higher education provider assesses a student’s work.

Accessible

Something easy to use or understand for everyone.

Acknowledge

Accept, admit or recognise something.

Adequate

Doing something well enough to meet a need or standard.

Alternative dispute resolution

A way of resolving disagreements without it escalating any further using the help of a neutral third party.

Anonymous

Not revealing one’s identity.

Appeal procedures

The steps taken to ask a decision to be revisited or changed.

Appropriate

Suitable for a specific person, occasion or purpose.

Assess

Judging or deciding the amount, value, quality or importance of something.

Authority

The power or right to give orders, make decisions or control something.

Case study

A real-life example used to show how something works or what happened in a specific situation.

Channels

Methods of how information or communications are shared.

Circumstances

The conditions or facts about a certain event or situation.

Coercive

Using force to persuade people or organisations to do something they don’t want to.

Committed

Having made a pledge or obligation to a person or thing.

Complaint

When someone reports they are unhappy or upset about something they think is wrong or unfair.

Conciliate

To make peace or fix a disagreement.

Conduct

The way a person treats others or behaves.

Confidential

Something kept secret and not shared with others.

Consent

Giving permission or agreeing to something.

Consider

To think about something carefully, usually to make a decision.

Cooperative

Working together with others to achieve a shared goal.

Course administration

The processes involved in managing an educational program.

Disability

A condition that makes it harder for someone to perform everyday activities or interact with the world around them.

Disciplinary

Actions taken to punish someone for breaking rules or behaving wrongly.

Discretion

The power to decide something.

Discrimination

Treating a person or group of people different, often in an unfair way.

Diversity

Having different people, ideas or things from diverse cultures and backgrounds.

Education and outreach

Efforts by the NSO to inform the community about training for public officials, their right to make complains and how we can improve services across Australia.

Empowering

Making someone feel confident and capable or giving them the power to do something.

Endeavours

Efforts or attempts to achieve something.

Endorsement

Giving approval or support to something or someone.

Enforcement

Making sure people follow a rule or law, or making a situation happen.

Enrolment

Officially joining a group, course or school.

Evidence

Anything that can be used to prove or disprove something.

Examine

To look at something closely and in detail.

Exclusion

Not allowing someone or something to take part in an activity or to enter a place.

Feedback

Information or comments about how well something was done.

Formal report

A report of NSO findings that includes supporting information and may provide suggestions for an agency to fix issues and stop them from happening again.

Framework

A structure or system that provides support and guidelines.

Freedom of information

An act that says anyone can request access to federal agency records or documents unless they fall under any of the nine exemptions.

Gender-based violence

Harmful actions or abuse directed at someone because of their gender.

Guidelines

Outlines of standards for future policy or action.

Higher education provider

A university or other institution that offers higher education, also known as tertiary education. A list of providers can be found through TEQSA.

Human rights

Rights and freedoms that all people should have, no matter their background or circumstances.

Impartial

Being fair and not taking sides.

Implemented

Something that has been put into effect.

Inclusion

Making sure everyone is involved and treated fairly no matter what their background is.

Informal

Something relaxed or not official, without strict rules to follow.

Initiated

Something being started or set in motion.

Intercepted

Stopping or catching something before it reaches its destination.

Interfere

Getting involved with something to stop it from happening how it was meant to.

Investigation

The act of looking into something to find out more information or uncover the truth.

Justification

Explaining why something was done.

Legal

Something allowed by law or following rules set by the government.

Legislation

Laws made by the Australian Parliament.

Liability

Being responsible for something, especially when it comes to legal or financial duties.

Lodge

Formally submitting something, like a complaint or application.

Malicious

Something done to cause harm, hurt or damage.

Mediation

An interactive process where a neutral third party helps people in a disagreement find a resolution.

Misconduct

Behaviour by someone in a position of authority that is bad or unacceptable.

Network

A group of connected systems, people or organisations.

Officer

A person whose job is to manage complaints, make decisions and make sure the process is fair.

Omissions

Things that have been left out or forgotten.

Oppressive

Something that is harsh, unfair or cruel, causing challenging times or difficulty.

Organisation

A group of people who work together for a shared purpose.

Outcomes

The results of something that happens or the way something turns out.

Overlap

Having something in common, such as a duty or responsibility.

Pathway

Actions taken to achieve something.

Policy

A guideline that outlines what to do in different situations.

Precautions

Actions taken to stop something bad from happening.

Privacy

The right to keep personal information to yourself and not let others know about it without your permission.

Procedures

Steps or actions taken to get a result.

Providers

Higher Education organisations.

Racism

Treating people unfairly because of their race or where they come from.

Reasonable adjustments

Changes made to remove or get rid of barriers for people with disabilities or health issues.

Recommendation

Suggestions or advice on the best thing to do.

Reconsider

To think about something again and choose whether to change a decision or opinion.

Referral

Sending someone or something to a different person or place for help, information or action.

Regulator

A governing body or agency that sets policies for organisations.

Representative

A person representing a group or organisation.

Resolution

An official decision made by a group or organisation.

Restorative engagement

A process where a person or organisation works with someone affected by their actions to address harm and find a solution.

Review

Carefully checking or looking over something to make sure it is correct or decide if changes are needed.

Rights

Rules or freedoms that protect people and allow them to live freely and fairly.

Sector

A part or subdivision of a larger group.

Service standards

Guidelines that outline the quality of customer service an organisation should provide.

Special consideration

Giving someone extra help or making exceptions for them because they have a problem or special need.

Stakeholder

A person, group or organisation that has an interest in a certain decision or institution.

Submitting

Sending or giving something such as a request, form or document to someone who will review it.

Sufficiency

Being good enough or meeting demand.

Systemic

Problems that are part of how a system works, affecting it at every level, not individually.

Teaching provision

Resources and support that a higher education provider gives to help students learn and progress.

Trauma informed response

A way of communicating with people who have experienced trauma that supports their recovery and does not retraumatize them.

Unauthorised

Something done without permission or approval.

Unjust

Something that is unfair or not right.

Unreasonable

Not being rational or fair.

Unsatisfied

Not feeling happy with something or your needs not being met.

Vocational

Skills, training or work that prepares someone for a specific job or career.

Webchat

An online text conversation on a website or app, usually in real-time.

Welfare

A person’s overall wellbeing, including physical, mental and emotional health.

Witness

A person who sees something happen, like an event or a crime.

Workshops

A hands-on, interactive session where people learn new skills or knowledge.