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 service, an inaction, or a decision. You may 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 before submitting a complaint and the steps for raising a complaint. You have a right to submit 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
Anonymity where possible
You have the right to remain anonymous. In some cases you may be asked to disclose details of your identity to progress the complaint. Any information you share is confidential.
Confidentiality
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.
Fair and impartial review
Your complaint will be handled without bias. You can request a review of the complaints process if you believe the process was flawed.
Support access
You can bring a support person to any meeting. The Safer Community Program can provide support for students. Free, independent advocacy is available from UMSU.
Need more information on student rights and responsibilities? Learn more here
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.