Student complaints

Learn how to raise a concern and what happens next.

Informal resolution
Formal resolution
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Students walking through a hallway lined with artworks on Paddington Campus

Student grievances

UNSW Bengaluru is committed to providing a safe, respectful and supportive environment. If you are an aggrieved student, you can raise your concerns with us. We aim to resolve your grievance fairly, respectfully and as quickly as possible. 

What is a grievance?

A student grievance is an expression of dissatisfaction or a complaint about any aspect of your experience with UNSW Bengaluru where you are seeking a response or resolution from the University. This may include concerns about:
  • Teaching, assessment or academic decisions
  • Administrative services
  • Admissions or enrolment
  • Fees or financial matters
  • Faculties or campus services
  • The behaviour of staff or students
  • Bullying, harassment or discrimination
  • Safety or wellbeing concerns
  • Any other matter affecting your student experience. 

General enquiries, requests for information and feedback that do not require an individual resolution are not usually considered complaints. 

If you are unsure whether your concern is a grievance (also known as a complaint) or you're not sure where to start, please contact us at Student-Complaint-Bengaluru@unsw.edu.au. We can help direct you to the most appropriate process. 

  • You may submit a complaint anonymously. However, anonymous complaints can sometimes limit our ability to investigate the matter fully or keep you informed of the outcome. 

For issues relating to sexual harassment, raise your concern directly with the Internal Committee. 

If you have immediate safety or wellbeing concerns, please let us know so we can consider whether additional support or protective measures are appropriate while your matter is being assessed.

Pathways to a resolution
View detailed process diagram

  • Many grievances can be resolved quickly by speaking with the relevant staff member or service area. Where appropriate, we encourage students to attempt local resolution first by speaking directly with relevant staff. For example, this could include:

    1. Your teacher, for assignment, grading or class related concerns
    2. The Student Affairs Team for matters relating to enrolment or administration
    3. For Higher Degree Research students; your supervisor

    If you are uncomfortable raising the grievance yourself, or the matter is too serious for informal resolution, you can submit a formal grievance immediately. We can also help you identify the most appropriate pathway.

  • If you have tried unsuccessfully to resolve the matter locally, you can lodge a formal grievance using the instructions below. 
    Lodge a formal grievance

    If you have tried to resolve your grievance informally and your concerns have not been resolved, you can lodge a formal grievance by completing the form below and emailing it to Student-Complaint-Bengaluru@unsw.edu.au.
    Lodge a formal grievance

    We will acknowledge your grievance and work towards a fair resolution within a reasonable timeframe. 
      • We encourage you to raise your concerns as soon as reasonably possible. While we will consider complaints regardless of when they are made, raising issues promptly can make it easier to gather information, speak with relevant people and resolve the matter effectively. 
      • To better support your grievance and help us understand how we can best resolve the matter, please include as much information and evidence as possible. This might include copies of email exchanges, notes of discussions you had, assessment pieces or marking schemes. You do not need to have every piece of evidence before submitting your grievance. If we require further information, we will contact you during our assessment. 
      • Be respectful. You might be dissatisfied about something, but please be mindful in communicating your concerns with courtesy and respect to the complaint handlers assigned to your case. They are available to respond to any questions you have about the complaint process. 
      • Let us know if you need support. If you require accessibility adjustments, a support person, or if your complaint involves an immediate safety or wellbeing concern, please let us know. We will consider what support or interim measures may be appropriate while your complaint is being managed. 
    What do I include in my formal grievance?

    • Clearly explain the situation and tell us how the issue has affected you. Where possible, answer:

      • What happened?
      • When did it happen? (or the timeframe if you are unsure of the exact date)
      • Where did it occur?
      • Who was involved?

      If you have any immediate safety or wellbeing concerns, please let us know at Student-Complaint-Bengaluru@unsw.edu.au so we can consider whether additional support or protective measures are appropriate while your complaint is being assessed. 

      You may upload any documents or other information that you believe will assist us in understanding your grievance. You do not need to delay submitting your complaint if you do not yet have all of your supporting information. If further information is required, we will contact you during our assessment. 

    • Explain why you believe the issue requires the University's attention. For example:

      • You believe a policy or procedure was not followed
      • You experienced inappropriate, unfair or unprofessional behaviour
      • You experienced bullying, harassment or discrimination
      • An administrative decision has adversely affected you
      • You have concerns about your safety, wellbeing or educational experience. 

    • Please let us know whether you have already taken any steps to resolve your grievance. If you have not attempted to resolve the issue, that's okay. Some matters are not appropriate for informal resolution, particularly where they involve safety concerns, harassment, discrimination or other serious issues. 

    • Tell us what you hope will happen as a result of submitting your grievance. Depending on the circumstances, you may be seeking:

      • An explanation or clarification
      • An apology
      • Correction of an administrative error
      • Review of a decision
      • Changes to a process or service
      • Assistance resolving the issue
      • Investigation of alleged misconduct
      • Another appropriate outcome. 

      While we will carefully consider the outcome you are seeking, the University will determine the most appropriate response based on the available information. 

    You can access further support through the Student Representative Council (SRC).
      1. We receive your complaint
        We acknowledge your complaint and conduct an initial assessment to determine the most appropriate pathway. 
      2. We assess and resolve your complaint
        Depending on the issues raised, we may facilitate an informal resolution, refer the matter to another University process or undertake a formal investigation through the Student Grievance Redressal Committee.
        Once the review has assessed that you have taken all reasonable attempts to resolve your issue at the local level, we will contact you to confirm the issues you are concerned about and the outcomes you are seeking. If the concerns raised cannot be resolved through mediation, an investigation will commence into your complaint. 
      3. Outcome
        Once your complaint has been considered, we will explain our decision and any actions that will be taken. Where available, we will also advise you of any review options. 

    • If you are dissatisfied with the way your grievance was handled, or believe that a procedural error has been made, you can request an internal review. 

      This will be assessed only on the grounds of a lack of procedural fairness in the investigation process, or where there is new and compelling information that was not available at the time of the investigation. 

      To lodge an internal review, please complete the form below and email it to Student-Complaint-Bengaluru@unsw.edu.au with the subject "Internal Review". 
      Internal Review form

      You can only request an internal review at the conclusion of the complaints process and the request must be received within 15 working days of receiving the determination outcome. In exceptional circumstances, the Head of Academic Operations and Student Affairs may extend the deadline following a request for an extension from the student or staff member in writing. 

      It is not possible to request an internal review on the merits of a decision. 

      Procedural fairness is about ensuring that:

      • People are provided with all necessary details of the complaint that has been made against them
      • People are given a reasonable opportunity to respond to the complaint against them before a decision is made (including as to any mitigating circumstances)
      • Persons involved in deciding an outcome do not have any bias or conflict of interest
      • A decision is based only on relevant evidence. 

      Once a determination has been made by the appropriate decision maker, you may request an internal review. 

    • At any point of the complaint process, if you are not satisfied with the outcocme, you can appeal to the relevant regulatory bodies of India at any time:

    • You may withdraw your complaint at any time by notifying the University in writing. In most instances the University will take no further action. However, in some circumstances the University may act on matters raised in or related to the complaint or refer that matter to an external agency, where authorised or required to do so by law. In these situations, the University may notify the complainant. 
Confidentiality & privacy on complaints

UNSW Bengaluru will maintain a record of all complaints, at all stages of the complaints handling process. Records may also be kept of local level complaints. 

We treat complaints as confidentially as possible. Information is only shared with people who need it to assess, investigate or resolve the matter, or where disclosure is required by law or necessary to protect the safety of others. 

Support is available

Students have access to support throughout the complaints process. The UNSW Bengaluru Academic Operations and Student Affairs staff can provide guidance, respond to enquiries and connect students with relevant support and advocacy services:

Email Student-Complaint-Bengaluru@unsw.edu.au if you require assistance finding support. 

See also

Have a question?

Contact us for advice on all things UNSW Bengaluru, including faculty-specific questions, essential services, support and development. We’re here to help at BengaluruStudentHub@unsw.edu.au.
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