Planning and Assurance

General complaints

UNSW expects its staff, students and affiliates to behave lawfully and in accordance with the applicable codes of conduct.

Kensington Campus Buildings

If you are dissatisfied with UNSW people, activities, services, actions or processes and are seeking a response or resolution you can lodge a complaint below.

Resolving your complaint 

In most cases, problems can be simply and quickly resolved by raising them at a local level when they arise with the person or area responsible. In instances where issues cannot be resolved by Step 1, a complaint can be lodged in Step 2

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.

Step 1 - Talk to someone

You are encouraged to reach out to the person, faculty, school or area concerned to see if your complaint can be resolved informally at a local level. 

If you remain dissatisfied with the outcome of this step, you may wish to proceed to Step 2.

Helpful documents
Download Complaint Management Process PDF
Download Complaint Management Policy PDF

Step 2 - Lodge a complaint

If you feel uncomfortable or have tried unsuccessfully to resolve your concerns with the relevant person, Faculty, School or Unit in Step 1, you can lodge a formal complaint in writing.

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 complaint handlers 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.
Lodge your complaint

What happens now?

For urgent and critical complaints, the complaint handlers assigned to your case will action the concern as soon as possible. For non-urgent concerns, the process can take up to 30 working days. Please allow up to 10 working days for acknowledgment of your complaint.

  • If you are dissatisfied with the way your complaint was handled, you may request an internal review of the complaint handling process. Lodging a request needs to be no later than 10 working days after you have been notified of the outcome of your complaint. 

    For more information see the Complaints Management Procedure

  • 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.

    NSW Ombudsman

    NSW Anti-Discrimination Board (or ACT Human Rights Commission for ADFA)

    Australian Human Rights Commission

    Independent Commission Against Corruption

    NSW Police Force Information and Privacy Commission

    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.

  • The University will maintain a record of all formal complaints on the complaints management system, 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, the University’s ability to investigate an anonymous complaint may be limited.