Case IQ: Handling complaints at UNSW

Since September 2024, it is now simpler and easier to make a complaint with the launch of:

• The SpeakUp campaign
• The Complaints Management and Investigations Policy & Procedure
• The first stage of the University-wide complaint and case management system, Case IQ.

Students and staff have become more confident in speaking up when they see or experience unacceptable behaviour.

What's new for Case IQ?

In September 2024, Case IQ was expanded into a single system for complaints and investigations at the University.

Key roles in all schools, faculties and divisions at UNSW can now access case management in Case IQ. Particularly, Deans, Heads of Schools and School Managers can view cases managed within their areas of responsibility.

Case management functionality is now available to:

• Grievance Officers for recording and managing student complaints requiring University Assisted Resolution (or escalating to the Conduct and Integrity Office)
• School Student Integrity Advisors for recording instances of poor academic scholarship (such as plagiarism) from point of assessment to determination
• Research Integrity Advisors for recording and managing authorship disputes involving unpublished research
• Graduate Research School for recording and managing student complaints requiring University Assisted Resolution
• Research Ethics and Compliance Support for recording and managing breaches of research ethics and non-compliance.

Importantly, a single system provides better visibility of trends across the University and enables us to focus on areas for improvement.

What does this mean for me?

• For students or staff: The details of any complaints you make will be safely and securely maintained in Case IQ. This applies whether you raise a complaint in Case IQ, or with a local complaint handler or integrity advisor.
• For local complaint handlers or integrity advisors: You should use Case IQ to record and manage all complaints, cases and reports.

If you have further questions, contact the Conduct & Integrity Office.

Last edited on 7 November 2025