About complaints
A complaint is an issue or concern raised by a student who considers they have been wronged because of an action, decision or omission within the control or responsibility of the University.
Many issues or concerns can be resolved informally by speaking directly with the person or area involved.
Before submitting a complaint, you may attempt to resolve the issue informally in the area where the complaint arose, unless there is a compelling reason why this is not appropriate, for example where your complaint involves misconduct, or if you have safety or wellbeing concerns.
If you have been unable to informally resolve the issue or concern, or when it is not appropriate to do so, the complaint process is available.
How the complaint process works
- Raise the issue informally
-
If appropriate and safe, you may start by raising the issue informally with the relevant staff member, faculty, or service area. Many issues are resolved this way.
- Submit a formal complaint
-
If the issue is not resolved, or if an informal approach is not appropriate, you can submit a formal complaint.
- Receive an outcome
-
Complaints are acknowledged within five University business days. The University aims to resolve complaints within 15 University business days. Complex cases may take longer.
Not sure where to go?
Use the links below to find the right starting point for your situation.
- Understand your options — find out what type of issue you have and which pathway applies
- Support available — find out who can help you and which service is right for your situation
- Submit a complaint — when you are ready to submit