Student complaints
This page will guide you through the processes and procedures required to make a student complaint, including the reporting of sexual misconduct or gender-based violence.
Complaints
A complaint is 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.
An unresolved complaint that has exhausted local level review processes can be escalated to the Academic Registrar through this process.
Sexual misconduct and gender-based violence
The submission of a complaint, or the reporting of sexual misconduct and gender-based violence, will result in the appointment of a case manager or an independent investigator to examine the matter according to the processes established by the University’s Student Conduct Policy, Appropriate Workplace Behaviour Policy and Sexual Misconduct Prevention and Response Policy.
The University is committed to taking positive action to prevent sexual misconduct or gender-based violence in all its forms, and to take timely and appropriate action in response to it. When disclosures and formal reports are made, individuals making disclosure or formal reports will be treated with sensitivity and respect. All disclosures and formal reports will be taken seriously, and will be acted upon as appropriate, and relevant processes will adhere to the principles of natural justice and procedural fairness.
The University considers addressing concerns and complaints by students to be an important part of the University’s commitment to continuous review and improvement and to provide a safe, equitable and respectful environment for all members of the University community. 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.
Before submitting a complaint
Step 1: Attempt to resolve the issue informally
Before submitting a complaint, you should attempt to resolve the issue informally in the area where the complaint arose, unless there is a compelling reason why this is not appropriate, for example, where your complaint involves misconduct, or if you have safety or wellbeing concerns. The complaint process requires you to outline the history of the complaint and, if appropriate, your attempts to resolve it informally.
Step 2: Raise the issue
If you are unable to raise or resolve the issue with the person involved, or in the area where the complaint arose, familiarise yourself with the processes, policies, and services available to help you raise an issue or concern.
Step 3: Escalate a complaint
If you are unable to progress or resolve the issue by following the first two steps, you may submit a complaint.
Please consult the procedural principles section of the Student Complaints Policy which outlines the following:
- Seeking independent advice
- Informal complaint resolution
- Submitting a complaint
- Processes for the investigation of a complaint.
Grounds for a complaint
The grounds for the submission of a complaint include, but are not limited to, the following:
- You were affected by a decision that was made without sufficient consideration of facts, evidence or circumstances.
- You were affected by a failure to adhere to appropriate or relevant published University policies and procedures.
- A penalty, where applied to you, was unduly harsh or inappropriate.
- You were affected by improper, irregular or negligent conduct by another student or staff member.
- You were affected by unfair treatment, prejudice or bias.
Exceptions and additional information
Some categories of complaints are handled using specific policies and procedures that fall outside, or are managed alongside, the student complaints process.
If your complaint relates to any of the following, please read the accompanying policy and procedure for more details:
- Sexual misconduct and gender-based violence, unlawful discrimination, harassment or bullying by another student or staff member: At the University of Melbourne, we believe that sexual misconduct and gender-based violence, harassment, bullying and unlawful discrimination are never okay. In the first instance, please contact the University’s Safer Community Program for specialist support, and advice on how the matter might be best progressed under the provisions of the University's Student Conduct Policy, the Appropriate Workplace Behaviour Policy, or the University’s Sexual Misconduct and Gender-based Violence Prevention and Response Policy.
You may choose to submit a complaint about sexual misconduct and gender-based violence through the student complaints web form. Alternatively, the University’s Speak Safely Portal enables the reporting of sexual misconduct and gender-based violence to the University. - Unsatisfactory progress:
Academic performance is managed by the Course Academic Progress Committee (CAPC). The process for appealing the decisions of the CAPC can be found in your CAPC outcome letter and in the Academic Progress Review Policy. - Academic judgement:
Queries about marks and grades should be raised with your subject coordinator, program coordinator or head of school. More information regarding this process is contained within the Assessment and Results Policy. - Selection appeals:
Queries regarding course selection decisions, and formal requests for review of a decision, are made to the University’s Office of Admissions through the review request website. Selection appeals are not heard through the student complaints process. - Privacy concerns:
Students with complaints about potential privacy breaches should raise their concerns with the university’s privacy officer. Please read the Privacy Policy for more details. - Research conduct concerns:
Students wishing to raise concerns about the standards of responsible and ethical research conduct should refer to the Research Integrity and Misconduct Policy for information on how to proceed. - Education agents:
If the complaint relates to a related party such as an education agent, students should use the student complaints web form.
Complaint submission and advice
Advocacy
The University acknowledges that the student complaints process can be complex and stressful. Prior to submitting a complaint we strongly encourage students to consult with a student advocate who will be able to confidentially discuss your concerns, provide advice on the likelihood of the success of any complaint, and help with the preparation of the required documentation. Seeking advice from an independent person, who knows the complaint process and potential outcomes, is strongly recommended.
Discussing your situation with an advocate will help you:
- establish whether you have grounds for complaint
- consider whether the complaint is reasonable
- clarify the details of the matter that is the focus of the complaint
- discuss and consider what outcome you would like to achieve.
Where to get advice at the University of Melbourne
- Should you feel that you require wellbeing or safety advice or support during the complaint process, you are encouraged to contact a member of the University’s Safer Community Program to discuss the support services available to you.
- If you wish to seek wellbeing support directly, the University of Melbourne Counselling and Psychological Services (CAPS) provides free, confidential, short-term professional counselling to currently enrolled students.
- A Student Advocate - The University of Melbourne Student Union (UMSU) provides an independent advocacy service, the Student Union Advocacy Service (SUAS), funded from revenue generated by the Student Services and Amenities Fee.
- Other services are also available and can be found on the University's Student Services Finder
National Student Ombudsman
The National Student Ombudsman (NSO) is a free and independent service for students to escalate complaints about the actions of their higher education provider. Students can contact the NSO:
- online at nso.gov.au
- by phone 1300 395 775
- in person at the Commonwealth Ombudsman office locations.
