Here you can find out tips for how to make your complaint count.
The Student Complaint Procedure requires that you must lodge a complaint within 12 months of becoming aware of the issue. The sooner you lodge a complaint, the quicker the issue can be resolved. Records are more likely to be available and people who were involved are able to explain what happened.
You might be dissatisfied about something but you still have an obligation to communicate your concerns with courtesy and respect. If you explain your concerns clearly and calmly you will likely get a response that is clear and calm.
If you haven’t raised your concerns with anyone, you should start at stage 1. People close to the source of your complaint are best placed to consider your complaint and resolve it quickly.
If you are lodging a stage 1 complaint, we recommend you send an email to the relevant staff member and include the following details:
Relevant staff members may include:
If you are a Higher Degree Research Student, relevant staff members may include:
If you have already tried unsuccessfully to resolve your concerns with the relevant School or business unit you can lodge a complaint in accordance with Stage 2 of the Student Complaints Procedure.
Your complaint should be lodged via the Student Complaints Form.
You know the most about your complaint so you should include any evidence that you have supporting your complaint. This might include copies of email exchanges during stage 1, file notes of discussions you had, assessment pieces or marking schemes. You should provide all the relevant information when you first lodge the complaint.
The Student Complaint Procedure provides that if you are dissatisfied with the way your complaint was handled you may lodge an appeal with the Director, Student Life . An appeal may only be lodged on the grounds of a lack of procedural fairness in the investigation process.
Procedural fairness is about ensuring that:
You can lodge your appeal by email to: firstname.lastname@example.org
You can lodge a complaint to an external agency at any time. External Agencies include:
Please note that some external agencies may require you to have lodged an internal complaint first.