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
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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.
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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.
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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.
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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?
Who can complain?
How long will it take?
Get help or advice
Not sure which pathway applies? These services can help you throughout the complaints process.
- Stop 1 — general advice and help finding the right service
- UMSU Student Advocacy (SUAS) — free, independent advocacy for all students. An advocate can help you check your grounds, prepare your documents, and understand what to expect.
- Safer Community Program — confidential advice and support for safety and wellbeing concerns
- Counselling and Psychological Services (CAPS) — free, confidential counselling for enrolled students
- Student Services Finder — find other support services available to you
- National Student Ombudsman — free, independent service to escalate complaints about your higher education provider. nso.gov.au | 1300 395 775 | in person at a Commonwealth Ombudsman office.