Student Complaints


The University aims to treat any concern or complaint seriously, and will seek a resolution as quickly as possible.

What is a Complaint?

If you have experienced a problem with a UOW service, product, staff member or student, and you would like a formal investigation to commence, then you should let us know by submitting a formal complaint. This page will explain the process for you.

If you have general feedback i.e. suggestions, praise, or a concern (and you are not requesting a formal investigation) feedback can be submitted via UOW's Feedback portal.

Complaint Resolution Process

Complaint Process

Step 1 - Resolve Informally

Self-managed stage – wherever possible, UOW encourages individuals to attempt to resolve the issue at the first level i.e., with the respective area/person, service, before lodging a formal complaint. If you are a student, you are encouraged to work through the matters of concern with the appropriate staff member (closest to the situation) as this is often the most effective way to resolve issues without further escalation. For e.g., most issues can be resolved informally through discussion with your faculty, Tutor, Lecturer, Course Advisor, Head of Students or the head of the relevant academic or administrative unit. 

Step 2 - Submit Formal Complaint

University-managed stage – If you are dissatisfied with the outcome at the self-managed stage you are welcome to escalate your issue through the formal complaint process.  

Academic Complaints If you have a complaint relating to your studies, for example, about a mark awarded for an assignment or exam, you should refer to the process outlined in the Student Academic Complaints Policies:
Non-Academic Complaints If you have a complaint relating to a non-academic matter, you can contact the Complaints Management Centre


Step 3 - Appeal Process

External Avenues – If you have followed all internal complaint resolution processes, you are welcome to refer your matter to an external body.

The NSW Ombudsman is one avenue you can use to make a complaint about administrative actions and decisions of the University.

If you have not followed the University's internal grievance procedures, the Ombudsman may ask you to do so before accepting the complaint.

Need Help?

UOW has a range of services that can assist you with advice and guidance - including Student Support Advisors, Student Advocacy Officers, Student Central, and your Faculty Staff.

Last reviewed: 28 September, 2017