Student complaints and grievances - Section contents

As a student, you may find that you need help to resolve problems that arise during your studies. These may be minor issues with administrative matters, your subjects and classes, or the conduct of another student or staff member. Whatever the issue, the student complaints and grievances process is designed to ensure that the problem is solved in a timely and effective manner.

The University considers addressing concerns and complaints by students to be an important part of the University's commitment to continuous review and improvement. No student should fear a negative outcome or retribution from raising concerns or making a complaint provided that they are not vexatious or made maliciously.

Please carefully read the Student Complaints and Grievances policy before you submit your complaint or grievance keeping in mind that you will need to demonstrate grounds for the complaint or grievance.

What is the difference between a complaint and a grievance?

Complaint: a problem or concern raised by a student who considers they have been wronged because of an action, decision or omission within the control or responsibility of the University.

Grievance: a matter to be investigated according to formal grievance processes. This includes complaints that are not able to be resolved through informal processes or mediation, and matters relating to allegations of misconduct where disciplinary action against a student or staff member may be an outcome of the investigation.

The submission of a grievance will result in the appointment of an investigator to examine the issue according to the process established by the Student Complaints and Grievances Policy.

Procedural principles

The first steps

Before you submit a complaint or grievance, you should familiarize yourself with the procedural principles of the student complaints and grievances process, which are detailed in the Student Complaints and Grievances Policy. This includes information about the following issues:

  • Seeking independent advice
  • Informal complaint resolution
  • Complaint escalation
  • Submitting a grievance
  • Processes for the investigation of a complaint or grievance

Other types of complaints

There are some categories of complaint that subject to separate policies and procedures. If your complaint relates to any of the following, please read the accompanying policy and procedure pages for details about how to proceed: