Addressing student complaints
A concern is something you are worried about - for example, a problem with your studies, someone's behaviour or your experience on campus - and you’d like to talk it through or seek advice to understand the best way to address your issue.
If you want the University to take action, guided by our policies and procedures, you should submit a complaint.
We seek to handle concerns and complaints with care and respect. We listen with empathy and offer guidance specific to each person's circumstances. Complaints will be handled fairly, with clear options for how to report and address issues, and we'll keep you informed of how your case progresses.
Our goal is to create a safe, inclusive, and respectful place where everyone feels supported and confident to speak up.
If directly addressing a concern with those involved feels unsafe, inappropriate, or has not resolved the issue, the University can provide support and guidance to help you move forward. This may include, but is not limited to, the option of making a complaint if this is appropriate for your situation.
A complaint is a request from you to the University to take action. Addressing a complaint involves a detailed assessment and response, with actions or intervention from the University outlined in the process below.
If your concern involves gender-based violence, sexual misconduct, sexual harm or domestic violence, you should contact the Safer Communities Office, who provide support and can assist you to make a disclosure if you choose to do so.
A disclosure is a confidential report where you share information about your experience in order to seek advice, safety measures or further assistance, without entering into the complaints process.
We handle your information confidentially, in accordance with our policies and privacy laws. However, there are circumstances in which the University may need to share this information - for instance, when it is necessary to protect the health and safety of others in our community, or to comply with legal and regulatory requirements. This means that the University may need to act with or without your consent.
If you make a disclosure, you can still choose to make a complaint to the University about the same incident at a later time.
We understand that navigating challenges during your time at the University can be difficult.
If you encounter a problem or concern that cannot be resolved directly - or if you feel that approach isn't appropriate for your situation - you have the option to make a complaint to the Student Affairs Unit.
Once you have submitted your complaint and it has been assigned to a Case Manager, you will receive an email letting you know your complaint reference number and the name of your Case Manager.
Your Case Manager will carefully consider the details of your complaint and assess those details against University policies and procedures. They may contact you for further information or invite you to a meeting to discuss your complaint.
Within 20 working days of receiving your complaint, we’ll send you an update on what’s happening. If we need a little more time, we’ll let you know so you’re not left wondering.
Depending on the nature of your complaint and what outcome you are seeking, your Case Manager will work to resolve your complaint satisfactorily. Often we'll need to reach out to our colleagues in other areas of the University to help us gather information, which can take some time.
If the University is at fault we will seek to rectify the situation.
If your complaint is of an interpersonal nature there are various ways the University can take action, such as implementing an agreed plan of action to avoid further incidents, awareness-raising, mediation or conciliation, or undertaking a disciplinary process.
In some cases your complaint may not be considered University-related and we may not be able to take action.
If an investigation is required the University will ensure your complaint is investigated in accordance with the principles of procedural fairness. Your Case Manager will stay in touch and give you an idea of the timeline, taking into account any complexities or academic schedules.
You can contact the National Student Ombudsman (NSO) at any stage. The NSO was launched as a free, impartial and independent service for students to escalate complaints about their higher education provide.
If you're unsure where to direct your concern, our team can make sure it's directed to the right place for a response.
Return to the Feedback, concerns and complaints page or select from the options below: