Student Complaints
- An Overview
- Sources of information
- How to resolve a complaint (about academic matters)
- Examples of academic issues and who to contact
- Complaints about non-academic matters
1. An Overview
The University aims to provide a fair, equitable and productive learning environment for all its students. As part of this commitment, the University undertakes to treat any concerns or complaints you may have seriously and impartially, and to seek a resolution as quickly as possible.
This website provides information about what you can do if you have a concern or complaint that is affecting your study. It provides information on who to contact and how to lodge a complaint, together with links to relevant University policies and procedures.
 It is important to bear in mind that most issues can be resolved informally through discussion with your tutor, lecturer, course advisor, Sub-Dean or the head of the relevant academic or administrative unit. There are also people who can assist you with advice and guidance - including Student Administration staff, Student Services staff and the Dean of Students. The Dean of Students is the students' ombudsman and plays an important role in resolving complaints. International Students may wish to consult an International Student Adviser - who can provide support and also act as a student advocate.
2. Sources of Information
To ensure that you are aware of your rights and responsibilities as a student, read the following rules, policies and codes:
See also the following websites:
3. How to resolve a complaint (Academic Matters)
Click on each item below to obtain further information.
| Step 1: |
Informal discussion with person(s) directly involved |
STAGE 1: INFORMAL RESOLUTION
A student who has a question or concern about a decision, act or omission that affects their academic experience, should first approach the person(s) directly involved to discuss the matter. They may then seek advice informally from other appropriate persons in the Faculty (e.g. Subject or Program Coordinator). |
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| Step 2: |
Formal grievance resolution by Faculty |
STAGE 2: FORMAL RESOLUTION BY FACULTY/UNIT
Where an issue or concern is not resolved informally under Stage 1 , a student may lodge a written application with the relevant Faculty for the grievance to be formally resolved in accordance with that Faculty's grievance procedures. The application must be lodged by the student within twenty-one (21) days of the decision, act or omission giving rise to the grievance or, where the grievance relates to a mark received for an assessment task or a final result or grade awarded for a subject, within twenty-one (21) days of the distribution of the mark or release of the final grade. The application must include the student's name, identification number and contact details; and state the nature of the grievance, specific issues to be addressed and the form of resolution sought. |
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| Step 5: |
Appeal to Council Committee of Appeal (Student Matters) |
STAGE 5: APPEAL TO THE COUNCIL COMMITTEE OF APPEAL (STUDENT MATTERS)
A student who claims lack of due process in the proceedings of the Academic Review Committee may lodge an appeal, in writing, to the Vice-Principal (Administration) within fourteen (14) days of notification of the Committee's decision. If the Vice-Principal (Administration) is satisfied that the appeal is based on grounds of lack of due process, he/she shall refer it to the Council Committee of Appeal (Student Matters). The membership and powers of the Council Committee of Appeal (Student Matters) are set out in its terms of reference. |
Faculty Grievance Procedures
Each Faculty has developed their own step-by-step guide to assist you to resolve a problem or complaint concerning your studies. You can obtain further information from your faculty office or by following the appropriate link below:
4. Examples of academic issues and who to contact:
| Concerns about... |
Where to get more information |
Who to Contact |
| A mark awarded for an assignment or exam or a grade awarded for a subject |
You should approach the marker as soon as possible after receiving your mark or grade. If the matter remains unresolved, you may informally approach the Subject Coordinator to discuss the matter further.
View Student Academic Grievance Policy
Note: This policy does not cover compliants by postgraduate research students regarding supervision or the examination of theses - see below.
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Contact your Faculty office or see the Faculty links above.
Your Student Association or an International Student Adviser for advice and support
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| Special Consideration |
If you are unhappy with a decision regarding an application for special consideration, you should first approach the Subject Coordinator.
View Student Academic Grievance Policy and Special Consideration Policy
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See your Faculty for the relevant Faculty grievance process and appropriate contact person. |
| Allegation of Plagiarism |
You should approach the Subject Co-ordinator in the first instance. If you do not accept that plagiarism has occurred, or do not accept the penalty imposed by the subject co-ordinator, you may appeal to the Faculty Investigation Committee.
View Plagiarism Policy and Code of Practice - Teaching & Assessment
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See your Faculty for the relevant Faculty process and appropriate contact person. |
| Honours Research Project Supervision |
An Honours student who has an issue or concern about their supervision should first discuss the matter with the supervisor. If the matter remains unresolved the student may then informally approach the Honours Coordinator. The Code of Practice - Honours sets out the procedures where Honours students have a grievance regarding supervision. |
Contact in this order: Honours supervisor/
Honours co-ordinator/
Head of academic Unit |
| Supervision of Higher Degree Research Thesis |
A Research student who has an issue or concern about their supervision should first discuss the matter with the supervisor. If the matter remains unresolved the student may then informally approach the Head of the Academic Unit. The Code of Practice - Supervision sets out the procedures where postgraduate research students have a grievance regarding supervision.
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Contact the head of the relevant academic unit |
| Examination of Higher Degree Research Thesis |
Part 10 of the General Course Rules includes the procedures for appealing against the outcomes of examination of theses submitted by postgraduate research students.
See HDR Student Academic Grievance Policy
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Contact the head of the relevant academic unit |
| Appeal Procedures |
If you wish to appeal a decision made by the University under the Course Rules you should refer to the Student Academic Grievance Policy.
If you wish to appeal a decision made by the University under the Rules for Student Conduct and Discipline and need advice on procedural matters, contact the Dean of Students.
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The Office of the Dean of Students
Your Student Association or an International Student Advisor for advice and support
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5. Complaints about non-academic matters
Different procedures apply where your complaint or concern is about a non-academic matter. Some common examples of non-academic issues and contacts are provided below:
Complaints about administrative actions and decisions of the University can be made to the New South Wales Ombudsman at htpp://www.nswombudsman.nsw.gov.au/complaints/. The Ombudsman is, generally, the office of last resort. If a student has not followed the University's internal grievance procedures, the Ombudsman may ask the student to do so before accepting the complaint.
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