Appeals

Appeals

Macquarie University has established processes and procedures for the management of appeals to ensure transparent, equitable and consistent decisions.

Appeals

University decisions

An appeal must relate to a final decision of the University. You may not appeal until you have received formal notification of a decision.

You should read the relevant policy and/or procedure which relates to a decision that has affected you.  These documents set out the processes and procedures that must be followed in making a decision.

Where these ‘authority documents’ have not been followed and as a result you have experienced substantial injustice, then you may have grounds to lodge an appeal. Please read the policy that relates to your decision before appealing.

Applicable Decision

Authority Document

Admission to a degree, or Re-admission

Admission to Coursework Program Policy

Special Consideration

Special Consideration Policy

Recognition of Prior Learning (RPL)

Recognition of Prior Learning Policy

Suspension and Exclusion

Academic Progression Policy

Exclusion

General Coursework Rules

Termination - Higher Degree Research

HDR / MRes Termination of Candidature Procedure

Grades

Assessment Policy / Unit Guide Policy

Student Discipline and Misconduct

Student Discipline Procedure

Appealing a decision

The University has a number of appeals policies which set out how to appeal a decision. You should refer to the correct policy and its requirements before appealing:

Decision you wish to appeal

Appeal Policy

Admission to a degree, or Re-admission

Academic Appeals Policy

Academic Appeals Procedure

Special Consideration

Recognition of Prior Learning (RPL)

Suspension and Exclusion

(under the Academic Progression Policy)

Exclusion

(under the General Coursework Rules)

Termination - Higher Degree Research

Student Discipline and Misconduct

Student Discipline Rules and Procedure

Grades

Grade Appeal Policy

Applicable Decision

Appeal Timeframe after Notification

Admission to a degree, or Re-admission

10 working days

Special Consideration

5 working days

Recognition of Prior Learning (RPL)

10 working days

Suspension and Exclusion

20 working days

Exclusion

20 working days

Termination - Higher Degree Research

20 working days

Grades

20 working days

Student Discipline and Misconduct

20 working days

Academic appeals 

See the tables above for a list of relevant academic appeal decisions.

The University will inform you of an outcome to a decision of which you have the right to appeal. You may only appeal on specific grounds, via AskMQ and, within the timeframe specified. Appeals outside this timeframe will not be considered.

The grounds for appeal are outlined in the Academic Appeals Procedure.  A student must prove, with evidence, that the decision made by the University was unfair due to one of these 10 grounds existing/occurring. A student must also demonstrate that as a result of one of these grounds occurring, the decision was substantially unfair.

If a student is unable to demonstrate one of the grounds and substantially unjust, then the appeal will not be successful. 

Successful appeals will result in the decision being returned to a decision maker for the decision to be remade in line with correct procedure. This means a new decision will be made, though it is important to note this could mean a similar outcome is reached. In other words, a successful appeal will not necessarily result in avoiding exclusion.

Grade appeal

Grade appeals can only be considered where a student can establish one (or more) of the  grounds stated in the Grade Appeal Policy. You must demonstrate where the University has errored in their process. If an error is not identified in relation to one or more of these grounds, an appeal will be unsuccessful.

Review your Grade(s) First 

Before appealing you should:

  • Add the final weighted mark of each of your assessment tasks together. You want to ensure there has been no clerical error in adding these marks together to achieve your final grade.
  • Review your final exam/assessment paper. Your faculty may require you to make a booking, or, to contact your unit convenor directly.

Note: Reviewing an exam paper is not an opportunity to challenge marks. You can use this time to reflect on your performance and identify any clerical errors.

Appeal Steps

STEP 1: Read the Grade Appeal Policy. Remember Grade Appeals only concern your final grade not an individual assessment task. If you appeal on the basis that an individual task should have had a higher mark, it will not satisfy the policy.

STEP 2: After reviewing your grade, consider the Grade Appeal Policy and if you meet at least one of the grounds listed for appeal.

STEP 3: If you believe you meet the grounds for appeal, lodge a grade appeal for the Unit via AskMQ. This must be done within 20 working days.

STEP 4: If you have any problems, first contact the faculty of the unit you are appealing. If you still experience difficulties, contact Student Advocacy.

Formal appeal following a grade appeal

If you believe there has been a procedural irregularity in the consideration of your Grade Appeal, you may submit a written appeal to the University Grading Appeals Committee. Appeals on this basis are limited to procedural grounds only.

Master of Research Appeals

Year 1 Appeals

For grade appeals appeals, please follow the Undergraduate Grade Appeal process.
An appeal will be considered by the relevant Master of Research Director and approved by the Director, Higher Degree Research Office.

Year 2 - Review and Reconsideration

Results should be reviewed with your MRes Supervisor first.

Following review, to request reconsideration you will need to write to the Thesis Examinations Sub-Committee. This request will need to be supported by your Supervisor.

Requests are lodged with the Committee by email: hdrexam@mq.edu.au

You will receive an explanation of how your result was determined. This will be sent to your official MQ student email.

Year 2 - Appeals (after Review)

Appeals are heard by the Higher Degree Research Appeals Committee in the same way as Higher Degree Research Appeals generally.

Appeals must clearly state the ground(s) on which you wish to appeal. Appeals must relate to a decision by the University. The grounds for appeal include issues relating to procedural fairness (such as principles of natural justice) and procedural error (the University failing to follow the appropriate procedure).

It is recommended that you state each ground as a separate heading and then explain your evidence/support for this ground under each heading. 

Appeals must have relevant supporting documents attached.

Higher Degree Research (PhD / MPhil) Appeals

Appeals are heard by the Higher Degree Research Appeals Committee.

Appeals must clearly state the ground(s) on which you wish to appeal. Appeals must relate to a decision by the University. The grounds for appeal include issues relating to procedural fairness (such as principles of natural justice) and procedural error (the University failing to follow the appropriate procedure).

It is recommended that you state each ground as a separate heading and then explain your evidence/support for this ground under each heading. 

Appeals must have relevant supporting documents attached.

Termination of Candidature (PhD / MPhil / MRes) Process and Appeals

Process Overview

  1. Unsatisfactory progress identified by Supervisor
  2. Formal Review (which may result in a decision to terminate candidature)
  3. Appeal against decision to Terminate

1. Unsatisfactory Progress

If your supervisor/supervisory panel have identified that you are not making satisfactory progress, you will be notified of their concerns and you will be provided with an opportunity to address these.

A Candidate Action Plan may be subsequently agreed upon and implemented.

If the supervisor continues to have concerns about your progress, a recommendation that your candidature be formally reviewed will be made to your Faculty's Associate Dean (HDR).

You may decide to submit to the review process or discontinue your candidature at this point.

2. Formal Review

The Formal Review panel determines if a candidate has a viable research program, is making satisfactory progress relative to stage of a candidate's research program and is able to complete degree requirements within the period allowed. 

A Formal Review may recommend that candidate be terminated. Alternatively a formal review may recommend implementation of a Candidate Action Plan, as above.

Candidates are given the opportunity to respond in writing and in person to issues being considered by the Formal Review Panel. It is recommended that you provide any relevant evidence or supporting documentation to support your submission/s.

3. Appeal against Decision to Terminate

Students who are formally notified that their candidature is to be terminated have the right to appeal. 

Importantly: an appeal is not a new consideration of whether your candidature should be terminated or not. Rather, an appeal considers and evaluates the process involved in reaching the decision.

Only specific grounds are available to appeal on. Appeals must be lodged via AskMQ within 20 working days of being notified of the decision. Appeals outside this timeframe will not be considered.

Grounds for appeal are outlined in the Academic Appeals Procedure (see specifically: section 4.2.a.i - 4.2.a.x, and 4.2.b) .  

A student must prove, with evidence, that the decision made by the University was unfair due to one of these 10 grounds existing/occurring. A student must also demonstrate that as a result of one of these grounds occurring, the decision was substantially unfair.

If a student is unable to demonstrate one of the grounds and substantially unjust, then the appeal will not be successful. 

Successful appeals will result in the decision being returned to a decision maker for the decision to be remade in line with correct procedure. This means a new decision will be made, and it is important to note this could mean a similar outcome is reached.

Candidate Toolkit

Templates have been created by HDRO to assist candidates before they undergo a formal review, as well as while they are under review.

See '4. Responsibilities and Required Actions' of the Termination of Candidature Procedure for a printer friendly Flowchart of the process.

Discipline and Student Misconduct

You have the right to request permission to appeal the decision of a Hearing Committee.

In addition to the information below, you would be provided further details in the notification of the decision sent to your official MQ student email account.

The grounds for appeal are outlined in Part 6 of the Student Discipline Procedure. In effect, the grounds for appeal are limited to an irregularity of procedure in making the Committee decision or the imposition of an inappropriate sanction.

The Committee decision cannot be appealed on the basis that you believe it was not the correct decision or not your preferred decision. 

The request for permission to appeal a Hearing Committee decision (including a detailed outline of the grounds for appeal) must be lodged by you in writing to disciplinecommittee@mq.edu.au within 20 working days of your receipt of the letter containing the Committee decision.

Upon the receipt of the request for permission to appeal, you will be notified whether or not permission to appeal is given.

Should you exhaust all your appeal options and remain dissatisfied with the process, you may make a Request for Assistance to the MQ Student Ombudsman.

Complaints

What is a Complaint?

Complaint handling and resolution under the Complaints Management Procedure for Students and Members of the Public (Complaint Management Procedure) is the focus of these Frequently Asked Questions (FAQs).

A student Complaint for the purposes of the Complaint Management Procedure, is a University related concern or area of dissatisfaction raised by a student that is not otherwise covered by the University’s existing review / appeal processes or reporting procedures.

The University has separate and established review / appeal options and reporting procedures for matters including but not limited to those relating to:

A student whose concern or area of dissatisfaction relates to the areas above must initiate and seek resolution in accordance with the relevant and established review / appeal option or relevant reporting procedure.

Appendix 1 to the Complaint Management Procedure provides a framework for the handling and resolution of concerns raised by students including Complaints raised under the Complaint Management Procedure.

If you have any questions regarding the appropriate process to use, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Do I have a Complaint, an appeal or an alleged student misconduct notification?

The Complaint Management Procedure will apply if the concern or area of dissatisfaction raised by a student is not otherwise covered by the University’s existing review / appeal processes or reporting procedures.

For example, should a student be dissatisfied with a matter affecting their academic standing (i.e. exclusion, academic progress, grades), it is not addressed through the Complaint Management Procedure but through the already available review and appeal options.

For more information the available review and appeal options, please refer to Appeals.

Likewise, should your concern or area of dissatisfaction be directed at a fellow MQ student or student organisation such a matter is administered by the University as a potential breach of the expected standard of conduct by the respondent student or student organisation and is handled under the student conduct framework.

If your concern or area of dissatisfaction alleges inappropriate conduct by an MQ student or student organisation, please go to Student Conduct for information on notifying the University.

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

If you have any questions regarding the appropriate process to use, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

How can I seek to resolve my Complaint?

Appendix 2a to the Complaint Management Procedure shows that complaints raised by students are considered and resolution sought via a series of escalating levels; beginning with attempts at a prompt and informal resolution.

There are times when the Complainant may feel uncomfortable about approaching the member of Staff or Relevant Person most directly concerned (i.e. informal resolution), particularly if the Complaint is serious or involves that particular member of Staff or Relevant Person. In such a situation the Complainant may directly escalate their Complaint to a Formal Complaint. Should the matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Why seek an Informal Resolution?

In seeking an informal, local resolution and approaching the person most directly concerned, you are more likely to ensure prompt resolution as your matter may have arisen from a misunderstanding or error that can be easily fixed.

Any Complainant may raise an issue informally at any time, either face to face, by telephone, by email or in writing.

The Complainant should give full details about their problem or concern when they first raise it and advise their preferred way of resolving it. This will help the member of Staff or Relevant Person to ensure the problem or concern is dealt with under the correct process.

There are times when the Complainant may feel uncomfortable about approaching the member of Staff or Relevant Person most directly concerned, particularly if the Complaint involves that particular member of Staff or Relevant Person.

If a student is anxious about raising the issue with the person directly, they should raise the Complaint with the relevant area supervisor, another senior member in the organisational unit or directly engage a Student Advocacy and Support Advisor (see contact details below) for a supported informal resolution of the Complaint.

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367). 

There are times when the Complainant may feel uncomfortable about approaching the member of Staff or Relevant Person most directly concerned (i.e. informal resolution), particularly if the Complaint is serious or involves that particular member of Staff or Relevant Person. In such a situation the Complainant may directly escalate their Complaint to a Formal Complaint. Should the matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

How do I seek an Informal Resolution?

Any Complainant may raise an issue informally at any time, either face to face, by telephone, by email or in writing with the Relevant Person most directly concerned.

When seeking an informal, local resolution and approaching the person most directly concerned, please consider the following points:

  • identify yourself, clearly define the matter of concern, promptly provide all relevant and available information and articulate the desired outcome;
  • raise your concern with the relevant area supervisor or another senior member in the organisational unit if you're anxious about raising the issue with the person directly; and
  • co-operate fully and in good faith with those considering and resolving the matter.

In attempting to resolve the Complaint informally, the Relevant Person may:

     (a) discuss the issue with the Complainant informally and include explanations of any relevant policies, procedures, a decision or conduct;

     (b) consult with and/or refer the matter to a more relevant University member of Staff or area;

     (c) consult with and/or refer the Complainant to relevant University support services;

     (d) seek the assistance of relevant University support services (i.e. a member of Staff or Relevant Person may engage relevant employee assistance);

     (e) arrange for an informal discussion by senior staff with the person most directly concerned and provide an outline of the issue identified by a Complainant;

     (f) arrange a meeting led by senior staff between the Complainant and the person most directly concerned and/or other Relevant Person(s);

     (g) record any discussions (e.g. an email to the Complainant outlining the reasons for a decision and any suggested referrals or recommended actions); and

     (h) refer the Complaint to alternate review and/or appeal procedures should, for example, the issue relate to matters such as academic exclusion or academic standing (e.g. grade reviews and unit withdrawals without penalty); or any other more applicable University review / appeal option or reporting procedure.

If you are dissatisfied with the outcome of your own attempts at informal resolution, you may directly engage a Student Advocacy and Support Advisor (see contact details below) for a supported informal resolution of the Complaint.

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367). 

There are times when the Complainant may feel uncomfortable about approaching the member of Staff or Relevant Person most directly concerned (i.e. informal resolution), particularly if the Complaint is serious or involves that particular member of Staff or Relevant Person. In such a situation the Complainant may directly escalate their Complaint to a Formal Complaint. Should the matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

I now want to seek a Formal Resolution, what can I do?

You may have attempted an informal, local resolution and approached the person most directly concerned (and/or their supervisor), engaging a Student Advocacy and Support Advisor for additional support; yet remain dissatisfied with the outcome.

In these circumstances (and if further resolution is sought) you may escalate the unresolved matter and seek a formal resolution by lodging a Formal Complaint to the Registrar using the Formal Complaint Form which will require information such as:

     a) your name and contact details;

     b) nature and basis for the Complaint with relevant supporting material;

     c) informal resolution efforts to date;

     d) details of why you are not satisfied with the efforts or outcome to date; and

     e) desired outcome(s) now sought.

A student should engage a Student Advocacy and Support Advisor (see contact details below) to assist with the preparation and submission of the Formal Complaint Form.

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

I have submitted a Formal Complaint, what happens next?

Having escalated the matter to a formal resolution by submitting a Formal Complaint Form, the Formal Complaint will be assessed and you will receive a response as soon as possible outlining:

  • the formal acceptance of the Formal Complaint; or
  • a request for further information / clarification; or
  • a request for further attempts at informal resolution with referral to a Student Advocacy and Support Advisor; or
  • the decision not to act on the Formal Complaint considered frivolous or vexatious; or
  • that the matter or aspects of the matter are better handled by an alternate University process(es) with referral to the alternate process(es).

When the Formal Complaint has been accepted (i.e. the University is satisfied the Formal Complaint is to be progressed under the Complaint Management Procedure), a Decision-Maker will appoint an Investigator to undertake an Investigation of the Formal Complaint and to complete an Investigation Report.

At this time, the Investigator will inform you of the role of the Investigator, anticipated timelines and available support options.

A Student Advocacy and Support Advisor may:

a)   accompany a student Complainant to any required meetings with the Investigator (i.e. advocating on behalf of, and conferring with, the Complainant as required); and

b)   refer the Complainant to Allied Health Professionals (i.e. Student Counsellors, Welfare Officers) in Campus Wellbeing as considered appropriate.

At the completion of the Investigation, the Investigator will prepare an Investigation Report that includes:

     a) the findings;

     b) any associated recommendations for action;

     c) brief statement of reasons;

     d) the review process undertaken;

     e) further appeal and support options available to the participants; and

     f)  if relevant, recommendation(s) for mediation or further specialist review to be accompanied by details including revised timelines.

The Investigator will provide a completed Investigation Report to the Decision-Maker and provide clarification to the relevant parties regarding the Investigation process as required.

The Decision-Maker will review the Investigation Report produced by the Investigator and determine the University’s response to your Formal Complaint and notify you accordingly.

The range of actions that the Decision-Maker may take in response to the outcome of the Investigation will depend on the nature of the Complaint, the findings and recommendations made by the Investigator and any other actions available arising from policies and procedures, contracts and any other instruments which may bind the University.

If you have any questions, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

I am dissatisfied with the outcome of my Formal Complaint, what can I do?

You may have attempted a formal resolution by submitting a Formal Complaint Form and subsequently had an Investigation conducted and a response from the University Decision-Maker; yet remain dissatisfied with an aspect of the University’s Complaint handling process.

  • MQ Student Ombudsman

If a student Complainant is dissatisfied with an aspect of the University’s Complaint handling process, a Request for Assistance can be made to the MQ Student Ombudsman who will consider whether the:

     a) correct process was followed by the University;

     b) process was fair in the circumstances; and

     c) process was appropriately transparent.

The Request for Assistance form is available on the MQ Student Ombudsman website and must include:

     a) contact and course details;

     b) a brief background to the Complaint;

     c) the basis for assistance with any supporting material; and

     d) the desired outcome sought.

The Request for Assistance must be marked “Private and Confidential” and submitted to the MQ Student Ombudsman via email at student.ombudsman@mq.edu.au, or posted to Room 212, 4 Research Park Drive (BD), Macquarie University NSW 2113.

A Student Advocacy and Support Advisor may:

     a) accompany the student Complainant to any meetings with the MQ Student Ombudsman (i.e. advocating on behalf of, and conferring with, the Complainant as required); and

     b) refer the student Complainant to Allied Health Professionals (i.e. Student Counsellors, Welfare Officers) in Campus Wellbeing as considered appropriate.

  • Referral to an External Agency

A student Complainant may, at any stage, refer their Complaint to an External Agency. Where this occurs, the University may decide to suspend or cease any internal process pending external Investigation.

If a student Complainant is dissatisfied with the University’s handling of their Complaint, there are a number of external sources of advice or review including, the following agencies:

A student Complainant should promptly inform the University of any referrals made to external bodies in respect of a Complaint and engage respectfully with University staff and adhere to associated procedures if requesting information from the University in support of such applications.

A Student Advocacy and Support Advisor may:

     a) where the student wishes to escalate the issue to an external agency, assist the student, as appropriate, with information provision and associated contact details; and

     b) refer the student to Allied Health Professionals (i.e. Student Counsellors, Welfare Officers) in Campus Wellbeing as considered appropriate.

If you have any questions, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

How can the MQ Student Ombudsman assist?

A student Complainant may have attempted a formal resolution by submitting a Formal Complaint Formand subsequently had an Investigation conducted and a response from the University Decision-Maker; yet remain dissatisfied with an aspect of the University’s Complaint handling process.

If a student Complainant is dissatisfied with an aspect of the University’s Complaint handling process, a Request for Assistance can be made to the MQ Student Ombudsman who will consider whether the:

     a) correct process was followed by the University;

     b) process was fair in the circumstances; and

     c) process was appropriately transparent.

The Request for Assistance form is available on the MQ Student Ombudsman website and must include:

     a) contact and course details;

     b) a brief background to the Complaint;

     c) the basis for assistance with any supporting material; and

     d) the desired outcome sought.

The Request for Assistance must be marked “Private and Confidential” and submitted to the MQ Student Ombudsman via email at student.ombudsman@mq.edu.au, or posted to Room 212, 4 Research Park Drive (BD), Macquarie University NSW 2113.

A Student Advocacy and Support Advisor may:

     a) accompany the student Complainant to any meetings with the MQ Student Ombudsman (i.e. advocating on behalf of, and conferring with, the Complainant as required); and

     b) refer the student Complainant to Allied Health Professionals (i.e. Student Counsellors, Welfare Officers) in Campus Wellbeing as considered appropriate.

If you have any questions, you should contact the Student Advocacy and Support. 

     Campus wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

What are my responsibilities in resolving my Complaint?

You have the responsibility to co-operate fully and in good faith with those considering and attempting to resolve your Complaint including:

  • providing requested documentation and all relevant information otherwise available;
  • remaining open to suggested options for resolution;
  • engaging respectfully with those concerned; and
  • acting in accordance with the principles of the Complaint Management Procedure.

If you have any concerns or questions, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Is there a time limit to lodge a Formal Complaint?

If a Formal Complaint is brought more than 12 months after the event complained of, the Complainant will need to show cause to the Registrar as to why the Complaint should be considered after this delay.

If you have any questions or require assistance in writing the show cause, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

How long will it take for my Complaint to be resolved?

The time it takes for a Complaint to be considered and resolved will vary due to the nature of the Complaint and the availability of relevant information and the individuals concerned.

The majority of Complaints will be informally resolved at the local level with the person most directly concerned. Complaints resolved in this way tend to be resolved earlier than otherwise possible. 

Should you need to seek a formal resolution by lodging a Formal Complaint using the Formal Complaint Form, resolution may take some weeks (or months) depending upon the complexity, the availability of relevant parties and the level of Investigation Report required.

Should a student then choose to make a Request for Assistance to the MQ Student Ombudsman, following the outcome of a Formal Complaint, this would again increase the time taken to have a Formal Complaint resolved.

You will be kept informed of the progress of your Formal Complaint including anticipated timelines via your official MQ email address.

If you have any concerns or questions, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Who can help me with my Complaint?

The Student Advocacy and Support can provide students free independent advice and advocacy at any time during the resolution of their Complaint.

Below are examples of the various ways that the Student Advocacy and Support can assist students during Complaint handling and resolution. 

  • INFORMAL RESOLUTION

In attempting to informally resolve your matter with the person most directly concerned, a Student Advocacy and Support Advisor may informally act between you and the other person to identify options and strategies for resolution, open avenues for communication and generally advocate on your behalf.

  • FORMAL RESOLUTION   

Should you seek a formal resolution by lodging a Formal Complaint using the Formal Complaint Form, a Student Advocacy and Support Advisor may assist you in preparing and submitting your Formal Complaint, accompanying you to any meetings with the Investigator and clarifying any associated issues.

  • INTERNAL REVIEW   

Should you be dissatisfied with the outcome of your Formal Complaint and make a Request for Assistance to the MQ Student Ombudsman, a Student Advocacy and Support Advisor can assist you by helping you prepare the Request for Assistance, accompanying you to any meetings with the MQ Student Ombudsman and clarifying any associated issues.

  • EXTERNAL REVIEW

Should you refer a matter to an external agency, a Student Advocacy and Support Advisor may assist you with information provision and associated contact details as required.

As outlined above, a student should engage a Student Advocacy and Support Advisor (see contact details below) to assist with them at any time during the handling and resolution of their Complaint.

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Can I make a Complaint without giving my name?

The University will not normally act on anonymous Complaints under the Complaints Management Procedure but may depending upon the nature of the Complaint and there being sufficient information for Investigation and/or there being a statutory requirement for Investigation.

Should the University act on an anonymous Complaint under the Complaints Management Procedure, the University cannot guarantee the anonymity of the Complainant due to the identity of the Complainant often being deduced from the nature of the Complaint and/or external avenues through which affected parties may ultimately gain access to the identity of the Complainant.

If you have any concerns or questions, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Can I withdraw my Complaint?

You may withdraw your Complaint at any stage of the Complaint process. Any withdrawal must be by you in writing, although the University may accept a withdrawal verbally in extenuating circumstances.

In most circumstances, the University will deem your Complaint resolved, however, the University may determine the Complaint serious enough for an Investigation to continue or referral to an External Agency.

A student may engage a Student Advocacy and Support Advisor (see contact details below) to discuss this available option and to assist in withdrawal of a Complaint if needed.

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Will my Complaint be confidential?

Formal Complaints will be recorded and stored centrally at the University.

As with all student and other records at the University, the University staff are required to treat such matters with appropriate confidentiality and discretion. 

The resolution of your Complaint may involve broader access by University staff to some aspects of the information and this is done on a 'need-to-know' basis to minimise the number of individuals who will see your Complaint, unless otherwise required by the law.

If you have concerns about the confidentiality of the information you are providing, you should contact the Student Advocacy and Support to discuss the issues involved.

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

 MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

What is given to the person(s) I Complain against?

In attempting to resolve your matter locally with the person most directly concerned or their immediate supervisor / manager you should:

  • identify yourself;
  • clearly define the matter of concern;
  • promptly provide all relevant and available information; and
  • articulate your desired outcome(s).

Although representing a relatively informal attempt to resolve your matter, co-operation and information sharing with those considering and attempting to resolve the matter may better ensure a prompt informal resolution.

Should you seek a formal resolution by lodging a Formal Complaint using the Formal Complaint Form, and the matter is accepted as a Formal Complaint by the University Decision-Maker under the Complaints Management Procedure; the person(s) against whom you have lodged the Formal Complaint will receive your Formal Complaint during the Investigation phase.

This allows the Respondent to your Formal Complaint the opportunity to respond effectively; as the Respondent will know the nature of the Formal Complaint and have access to any supporting material.

If you have any concerns or questions, you should contact the Student Advocacy and Support. 

     Campus Wellbeing (incl. the Student Advocacy)
     T: +61 2 9850 7497
     E: campuswellbeing@mq.edu.au 
     Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367).

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Where can I obtain further information?

               Campus Wellbeing (incl. the Student Advocacy)
               T: +61 2 9850 7497
               E: campuswellbeing@mq.edu.au 
               Level 2, Lincoln Building (C8A) Macquarie University, North Ryde NSW 2109

MQ students also have access to immediate support and assistance 24 hours a day, 7 days a week, by dialling 1800 CARE MQ (1800 22 7367). 

Should a matter involve allegations of sexual misconduct (i.e. sexual assault, sexual harassment) you are also encouraged to access the dedicated support services and reporting avenues available at www.mq.edu.au/respect.

Back to the top of this page