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Student complaints

Submit a complaint

When something goes wrong

If something has gone wrong, there are clear steps you can take. Your issue or concern could relate to conduct, teaching, a student service, an inaction, or a decision. You may wish to attempt to resolve the issue informally if safe and appropriate to do so. Support is available to help you work out what to do next in such instances.

Use the navigation menu to learn more about complaints, understand your options for raising your issue or concern, and to find the support available to you.

If you're ready to make a complaint, go to the submit a complaint section. There you will find information about what you need to consider before submitting a complaint and the steps involved in the complaint process. You have a right to make a complaint in good faith and will not face discrimination, victimisation or disadvantage for making a complaint. This protection extends to supporting someone else to make a complaint and applies at every stage of the complaints process.

What the University commits to you

  • You have the right to remain anonymous. You may choose to remain anonymous when submitting a complaint. We will respect this choice wherever possible and will not share your identity or identifying information.

    Please be aware that remaining anonymous may limit the ability to investigate your complaint or achieve the outcome you are seeking. If identifying you becomes necessary to progress the matter, the reasons will be explained to you, and you will be asked for your consent before any identifying information is disclosed.

    In all cases, any information you share is considered confidential.

  • Your information is handled in line with the University's Privacy Policy. Only those who need to know will have access to your complaint details.

  • Your complaint will be managed fairly and without bias under the University's complaints framework. This framework ensures clear, fair, and timely processes for handling student complaints. It also follows the principles of natural justice, meaning all parties will be treated equally and fairly, taking into account their individual circumstances.

  • The Safer Community Program provides support for students who have concerns for their safety or wellbeing. In addition, free, independent advocacy is available from UMSU.

Find out more on rights and responsibilities in relation to student complaints.

What you need to know

What is a complaint?

A complaint is an issue 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.

Who can complain?

Any enrolled, prospective or former students may make a complaint.

How long will it take?

Student complaints are acknowledged within five University business days. The University aims to resolve complaints within 30 University business days. Complex cases may take longer.


Get help or advice

Not sure which pathway applies? These services can help you throughout the complaints process.