Make a complaint
Before you make a complaint
If your issue has not been resolved at the local level, or if seeking resolution at the local level is not appropriate, you may use this form to submit a local level complaint.
You may choose to make a complaint anonymously. However, in some cases the University may need your identity in order to properly investigate and progress the matter. Any information you provide will be treated confidentially and only disclosed where required by law.
You have a right to make a complaint in good faith. You 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.
Before you make a complaint, make sure you have:
- Tried to resolve the issue at the local level where appropriate
- A clear description of the issue, the people involved, and relevant dates
- Any supporting documents or evidence.
Get advocacy support
Before submitting a complaint, you may find it helpful to speak with a student advocate. Advocacy support is free, confidential, and independent of the University's complaint-handling process.
- UMSU Student Advocacy — free advocacy for all students
Grounds for complaint
The University can consider a complaint if it meets one, or more, of the following grounds:
- Insufficient consideration of facts or evidence or cicumstances: the decision didn't take into account important facts or evidence you provided
- Policy or procedure not followed: the correct process was not applied in your case
- Inappropriate or unduly harsh penalty: the penalty applied was disproportionate to the circumstances
- Improper or negligent conduct: there was improper behaviour or a failure of duty by University staff
- Unfair treatment, prejudice, or bias: you were treated unfairly or inconsistently based on irrelevant factors.
When making a complaint
The complaint process works best when all parties engage honestly and constructively. These are the responsibilities that apply to you as the person submitting a complaint.
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Make your complaint because you genuinely believe something has gone wrong, not to gain an unfair advantage or cause difficulty for another person or area. Complaints found to be lacking in seriousness or harassing in nature may be closed without investigation. This includes complaints with no genuine basis or that appear intended to cause distress rather than resolve a real issue.
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Engage with the process when contacted by the University by:
- Responding to requests for clarification
- Attending meetings if and/or when required
- Allowing the process reasonable time to work.
Withdrawing cooperation part-way through can delay resolution for everyone involved.
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The information you provide should be accurate and relevant to your complaint. If new information comes to light, let the complaints team know as soon as possible.
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Keep your communication respectful and proportionate. Avoid excessive or repetitive contact, personal attacks, or attempts to work around the process. Examples include excessive contact or abusive communication.
Steps to make a complaint
- Confirm grounds
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Check that your complaint meets the University's grounds for complaint — such as insufficient consideration of facts, policy not followed, or unfair treatment. See the grounds for complaint section above.
- Prepare
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Gather key details such as dates, names, and supporting documents so your complaint can be fully considered.
- Submit
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Complete the complaint form with a detailed summary of what happened and the outcome you are seeking.
- Case review and response
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Complaints are acknowledged within five University business days. The University aims to resolve complaints within 30 University business days. Complex cases may take longer. Keep your reference number and respond promptly if more information is requested.