Student complaints

A complaint is any type of problem, concern or grievance about your studies, student life, the University or the University environment.

Resolving your complaint

In most cases, concerns can be simply and quickly resolved by raising them directly with the person or area responsible. In instances where issues cannot be resolved (see Steps 1 & 2), a complaint can be made (see Step 3).

Step 1. Try to resolve the issue yourself

The University has a range of processes and resources for dealing with common issues experienced by students which can be accessed online.

• Review of results
• Fee remission
• Special consideration
• Code of Conduct and Values

If you can't find what you are looking for or remain dissatisfied with the outcome of this step, you may wish to proceed to Step 2.

Step 2. Speak to someone

Complaints are often resolved quickly and satisfactorily through University Assisted Resolution. This usually involves raising the issue with staff closest to the matter. You will not suffer detriment or disadvantage as a direct result of raising your concern with the University.

If your issue relates to a course you are taking, the first step is to speak with your course tutor or coordinator. If you are not comfortable having a conversation with course staff for any reason, Schools have a Grievance Officer whose role is to assist you with any issues related to your studies at UNSW. Below are some tips on who to contact and what to say:

• Staff at the Faculty Student Centre
• Manager of Student Administration (not Faculty based)
• Course Coordinator
• School Grievance Officer
• Head of School

If you are a Higher Degree Research Student, relevant staff members may include:

• Your supervisor
• School Postgraduate Coordinator or Head of School
• Associate Dean Research or Director of Postgraduate Research in your Faculty
• Dean of Graduate Research

• Context.
  • Explain what your complaint is.
    • Does it involve a staff member, a course, a piece of assessment, or a service provided?
    • Explain the reasons why you think the decision or action you are complaining about is unfair or wrong
      • Does it break any codes or policies
      • Think about what outcome you are seeking.
        • What would resolve your complaint?
        Further support You can access further support through Arc Contact Arc

        Step 3. Make a complaint

        If you have tried Steps 1 and 2 and your concerns have not been resolved, you can lodge a complaint here.

        Below are some tips when making your complaint.

        • Be timely. The Complaints Management & Investigations Policy & Procedure requires that you must lodge a complaint within 12 months of becoming aware of the issue. The sooner you lodge a complaint, the quicker the issue can be considered and hopefully resolved. For complaints and reports submitted prior to 12 February 2024, please refer to the relevant complaint and misconduct procedures.
          
        • Provide evidence. To better support your claim, include as much evidence as possible. This might include copies of email exchanges, notes of discussions you had, assessment pieces or marking schemes. The university will assess your complaint and may request more detail from you to assist in deciding how to handle the issues you raise
          
        • Be respectful. You might be dissatisfied about something, but please be mindful in communicating your concerns with courtesy and respect to the complaint handlers assigned to your case. They are available to respond to any questions you have about the complaint process.

        The University respects the wishes of those wanting to remain anonymous. However, please keep in mind the University’s ability to investigate an anonymous complaint may be limited and you will also not be provided the outcome of your complaint.

        Staff & student General public Anonymously What happens to my information?

        What happens now?

        Once you make a complaint online, you will receive acknowledgement within 24 hours. The Conduct and Integrity Office (CIO) will look to resolve the complaints process within 20 to 30 working days. Some complaints may take longer and you'll be kept informed.

        To start, the CIO will assess your complaint to see what steps have been taken at a local level. Except in very serious cases, if you have not attempted to resolve your issue through Steps 1 and 2 above, you will be referred back to the appropriate local area to attempt to resolve the issue.

        Once the CIO have assessed that you have taken all reasonable attempts to resolve your issue, we will contact you to confirm the issues you are concerned about and the outcomes you are seeking. If the concerns raised cannot be resolved through mediation, the CIO may commence an investigation into your complaint.

        Request an internal review

        If you are dissatisfied with the way your complaint was handled, you may request an Internal Review. An Internal Review may only be requested on the grounds of a lack of procedural fairness in the investigation process, or where there is new and compelling information not available at the time of the investigation. You can only request an internal review at the conclusion of the complaints process, and the request must be received within 20 working days of receiving the determination outcome. In exceptional circumstances, the Independent Review Officer (IRO) may extend the deadline of 20 working days following a request for an extension from the student or staff member in writing. It is NOT possible to request an Internal Review on the merits of a decision.