Make a formal complaint

Lodge a formal complaint if you are unable to resolve your complaint informally with the person or area concerned.

You can also lodge a formal complaint if you do not feel safe or comfortable raising the matter directly with the person or area concerned.

Formal complaints should be lodged no later than twelve months after the last incident leading to the complaint occurred.

If you need help to make a formal complaint, you can get advice and support from the Student Advocacy.

Formal complaints process

Lodgment 

You will need to provide:

  • details of the complaint
  • the steps that have already been taken to resolve the complaint and why you are not satisfied with the outcome
  • the outcomes that you are seeking
  • relevant supporting documents

Acknowledgement

You will receive an email acknowledging receipt of your complaint and be provided with a reference number.

Initial assessment

The Complaints, Appeals and Discipline team will assess your complaint and determine the most appropriate resolution process. Complaints that are considered frivolous or vexatious will not be investigated.

You will receive an email within 20 days of lodging your complaint regarding next steps. If the matter can be resolved quickly you may be notified of the outcome.

Complaint resolution 

Your complaint will be resolved by the Complaints, Appeals and Discipline Unit or another decision-maker. During this process you or another party may be contacted and asked for further information.

Your issue may be referred to another appropriate University process.

Notification of outcome

The decision and the reasons for it will be provided to all parties involved as soon as practicable but no longer than 5 University business days after the decision is made.

If you are still dissatisfied with the outcome, you may seek a review of the matter by an external agency.

In limited circumstances, you may also be able to seek an internal review of the decision.

Submit a complaint 

If you remain dissatisfied with your outcome at the formal complaint stage, you may lodge a complaint with the New South Wales Ombudsman for an external review.