Student complaints

A complaint is any type of problem, concern or grievance about your studies, student life, the University or the University environment.

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What is (not) a complaint?

Resolving your complaint 

In most cases, concerns can be simply and quickly resolved by raising them directly with the person or area responsible. In instances where issues cannot be resolved (see Steps 1 & 2), a complaint can be made (see Step 3).

Step 1. Try to resolve the issue yourself

The University has a range of processes and resources for dealing with common issues experienced by students which can be accessed online.

If you can't find what you are looking for or remain dissatisfied with the outcome of this step, you may wish to proceed to Step 2.

How do I make a complaint?
How will my complaint be resolved?

Step 2. Speak to someone

Complaints are often resolved quickly and satisfactorily through University Assisted Resolution. This usually involves raising the issue with staff closest to the matter. You will not suffer detriment or disadvantage as a direct result of raising your concern with the University.

If your issue relates to a course you are taking, the first step is to speak with your course tutor or coordinator. If you are not comfortable having a conversation with course staff for any reason, Schools have a Grievance Officer whose role is to assist you with any issues related to your studies at UNSW. Below are some tips on who to contact and what to say:

Step 3. Make a complaint

If you have tried Steps 1 and 2 and your concerns have not been resolved, you can lodge a complaint here.

Below are some tips when making your complaint.

  • Be timely. The Complaints Management & Investigations Policy & Procedure, opens in a new window requires that you must lodge a complaint within 12 months of becoming aware of the issue. The sooner you lodge a complaint, the quicker the issue can be considered and hopefully resolved. For complaints and reports submitted prior to 12 February 2024, please refer to the relevant complaint and misconduct procedures, opens in a new window.
  • Provide evidence. To better support your claim, include as much evidence as possible. This might include copies of email exchanges, notes of discussions you had, assessment pieces or marking schemes. The university will assess your complaint and may request more detail from you to assist in deciding how to handle the issues you raise
  • Be respectful. You might be dissatisfied about something, but please be mindful in communicating your concerns with courtesy and respect to the complaint handlers assigned to your case. They are available to respond to any questions you have about the complaint process.

The University respects the wishes of those wanting to remain anonymous. However, please keep in mind the University’s ability to investigate an anonymous complaint may be limited and you will also not be provided the outcome of your complaint.

What happens to my information?
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What happens now?

Once you make a complaint online, you will receive acknowledgement within 24 hours. Conduct and Integrity (C&I) will look to resolve the complaints process within 20 to 30 working days. Some complaints may take longer and you'll be kept informed.

To start, C&I will assess your complaint to see what steps have been taken at a local level. Except in very serious cases, if you have not attempted to resolve your issue through Steps 1 and 2 above, you will be referred back to the appropriate local area to attempt to resolve the issue.

Once C&I have assessed that you have taken all reasonable attempts to resolve your issue, we will contact you to confirm the issues you are concerned about and the outcomes you are seeking. If the concerns raised cannot be resolved through mediation, C&I may commence an investigation into your complaint.