General public complaints

As a member of the public, if you are dissatisfied with UNSW people, activities, services, actions or processes you can raise your concern with UNSW.

What is (not) a complaint?

Resolving your complaint 

IMPORTANT: If your complaint involves an immediate risk of harm to humans, animals or the environment please contact UNSW Research Ethics and Compliance Support now.

Complaints process diagram

How do I make a complaint?

Make a complaint

Below are some tips when making your complaint.

  • Be timely.  Don’t leave it too late. Complaints should be lodged within 12 months of becoming aware of the issue. The sooner you lodge a complaint, the quicker the issue can be considered and hopefully resolved as records are more likely to be available and people who were involved are able to explain what happened.
  • Provide evidence. To better support your claim, include as much evidence as possible. This might include documents, emails, photos or screengrabs. The University will assess your complaint and may request more detail from you to assist in deciding how to handle the issues you raise.
  • Be respectful. You might be dissatisfied about something, but please be mindful in communicating your concerns with courtesy and respect to the case managers assigned to your case. They are available to respond to any questions you have about the complaint process.

The University respects the wishes of those wanting to remain anonymous. However, please keep in mind the University’s ability to investigate an anonymous complaint may be limited and you will also not be provided the outcome of your complaint.

What happens now?

For urgent and critical complaints, case managers assigned to your case will action the concern as soon as possible. Please allow up to 10 working days for acknowledgement of your complaint.

  • If you are dissatisfied with the way your complaint was handled, you may request an Internal Review. An Internal Review may only be requested on the grounds of a lack of procedural fairness in the investigation process, or where there is new and compelling information not available at the time of the investigation.

    You can only request an internal review at the conclusion of the complaints process, and the request must be received within 20 working days of receiving the determination outcome.

    Will I be treated fairly?
  • If you are dissatisfied with the outcome or the way your complaint was handled by the University, you can lodge an external review with any of the following agencies.

    Please note that some of these external agencies have strict time limits.

  • 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 the matter to an external agency, where authorised or required to do so by law. In these situations, the University may notify the complainant.

  • UNSW will maintain a record of all complaints on Case IQ, at all stages of the complaints handling process. Records may also be kept of local level complaints. The University respects the wishes of those wanting to remain anonymous. Please keep in mind, however, UNSW's ability to investigate an anonymous complaint may be limited.

    Learn more about UNSW's Privacy Statement

What happens to my information?
The new UNSW Code of Conduct & Values takes effect from Friday 17th May 2024
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