After you submit a complaint

What happens after you submit a complaint

After you submit a formal complaint, the University will acknowledge it and begin an initial review. The University will keep you informed throughout.

Support is also available if you need it at any point during the process. See the Support available page for details.

What to expect

Below is a quick overview of key stages and a quick description of what happens during each stage.

Confirmation: Your complaint will be acknowledged within five University business days. Keep your reference number for any follow-up communication.
Initial assessment: Your complaint will be reviewed to determine if it's within scope and meets the grounds for investigation. If more information is needed, the case manager will contact you. If your complaint does not meet the grounds for investigation, you will be advised of any alternative options available to you.
Investigation: The University will complete a review of the complaint. This may require additional time to gather information from other parties, and if so, you will be updated with a revised timeframe.
Outcome: You will receive a written response explaining the outcome of your complaint and the reasons for the decision. This will also outline your options and next steps if you are not satisfied.

What to know while you wait

Your complaint is treated in strict confidence by everyone involved in the process.
You can withdraw your complaint at any time by contacting your case manager or withdrawing through the online form.
If you have not heard back within the timeframes above, you can follow up by emailing student-complaints@unimelb.edu.au.