Student Complaints

Student Complaints

The University aims to treat any concerns or complaints seriously and to 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 (suggestions, praise, concerns) and you are not requesting a formal investigation, you can submit it via the Student Feedback Form.

Complaint Resolution Process

Complaint Process

Step 1 - Resolve Informally

Self-managed stage – wherever possible we encourage you to informally resolve the issue at the first level before lodging a formal complaint. Students are encouraged to work through matters of concern with the staff member closest to the situation as this is often the most effective way to resolve issues without further escalation.

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 can escalated your complaint to a formal complaint. 

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 the internal complaint resolution processes you can 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 people who can assist you with advice and guidance - including Student Support Advisors, Student Advocacy Officers, Student Central, and your Faculty Staff.

Last reviewed: 21 March, 2017