Student complaints
A complaint is any type of problem, concern or grievance about your studies, student life, the University or the University environment.
A complaint is any type of problem, concern or grievance about your studies, student life, the University or the University environment.
Basically, this means anything that negatively affects your studies or experience at University can be raised as a 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 Steps 1 & 2, a complaint can be lodged in Step 3.
The University has a range of processes and resources for dealing with common issues experienced by students which can be accessed online.
If you can't find what you are looking for or remain dissatisfied with the outcome of this step, you may wish to proceed to Step 2.
Complaints are often resolved quickly and satisfactorily through informal resolution. This usually involves raising the issue with staff closest to the matter. You will not suffer detriment or disadvantage as a direct result of raising your concern with the University.
If your issue relates to a course you are taking, the first step is to speak with your course tutor or coordinator. If you are not comfortable having a conversation with course staff for any reason, Schools have a Grievance Officer whose role is to assist you with any issues related to your studies at UNSW.
Below are some tips on who to contact and what to say.
Relevant staff members may include:
If you are a Higher Degree Research Student, relevant staff members may include:
When sending an email to the relevant staff member, be sure to include the following details
If you remain dissatisfied with the outcome of this step, you may wish to proceed to Step 3.
If you have tried Steps 1 and 2 and your concerns have not been resolved, you can lodge a complaint here.
Below are some tips when making your complaint.
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.
Once you lodge a complaint online, you will receive acknowledgement within 24 hours. The Conduct and Integrity Office (CIO) will look to resolve the complaints process within 20 to 30 working days.
To start, the CIO will assess your complaint to see what steps have been taken at a local level. Except in very serious cases, if you have not attempted to resolve your issue through Steps 1 and 2 above, you will be referred back to the appropriate local area to attempt to resolve the issue.
Once the CIO have assessed that you have taken all reasonable attempts to resolve your issue, 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, the CIO may commence an investigation into your complaint.
If you are dissatisfied with the way your complaint was handled, you may lodge a Procedural Review. A Procedural Review may only be lodged on the grounds of a lack of procedural fairness in the investigation process.
Procedural fairness is about ensuring that:
Once a determination has been made by the Student Conduct and Integrity Unit, you will receive an email with an Appeal form to submit.
For more detailed information please see the Student Complaints Procedure.
You can lodge a complaint to an external agency at any time.
External agencies include:
Australian Human Rights Commission
Independent Commission Against Corruption
Please keep in mind that some external agencies may require you to have lodged an internal complaint first.