Administrative Decisions
If you wish to appeal an administrative decision, including but not limited to an award or administration of a scholarship or prize; completion of program; amendment to enrolment and fees; administration of examinations or the quality of an administrative service or the provision of a University service or facility, you must follow the stages of the Student Complaint Resolution Policy.
You need to follow the Student Complaint Resolution Policy for any complaint you may have about your dealings with the University, the University’s education agents or any related party the University has an agreement with to deliver a program or related services.
You are encouraged to seek free, independent and confidential advice on what options are available to you in your particular circumstances, by contacting an Education and Welfare Officer (EWO) in Student Care.
Stage 1 - Initial Complaint
Raise the complaint with the person directly responsible. You can expect to receive acknowledgement of your complaint within 10 to 20 business days, depending on the nature of your complaint - see Table 1: Time limits for a Formal Review in the Student Complaint Resolution Policy.
Stage 2 - Formal Review
If you are dissatisfied with the outcome of your complaint, you should raise the matter with the person to whom the decision maker is responsible within 10 or 20 business days of receiving the outcome, depending on the nature of your complaint - see Table 1, below.
For instance, this may be the decision maker's manager or supervisor.
You should expect to receive a response from the manager or supervisor within 10 to 20 business days of your request, depending on the nature of your complaint. See table below.
| Nature of complaint | Time limit to submit, measured from the date of notification of the decision that gave rise to the complaint | Time limit to provide outcome or determination, measured from date of complaint |
|---|---|---|
| Complaint about denial of a replacement examination |
Within 10 business days | Within 10 business days |
| Refusal of refunds/remissions/re-credits of Commonwealth assistance – Domestic Students |
Within 20 business days | Within 20 business days |
| Refusal of refund of Tuition Fees – Domestic and International Students |
Within 20 business days | Within 20 business days |
| Request for review of the decision not to award scholarship |
Within 20 business days | Within 20 business days |
| All other types of Complaints not listed above |
Within 20 business days | Within 20 business days |
* timelines may be impacted if there are concurrent complaints
If you have a complaint relating to a Student Misconduct Tribunal decision, you should proceed directly to Stage 3 - Internal University Appeal.
Stage 3 - Internal University Appeal
If you are dissatisfied with the outcome of Stage 2, you may wish to lodge an appeal with Student Affairs. To do this, you must complete the relevant student appeal application form and submit within 20 business days. Before submitting your appeal application form, you are encouraged to read the appeal submission guide to ensure your application is complete.
If your appeal application is found to have grounds by Student Affairs, the University will attempt to negotiate a mutually agreeable resolution between you and the respondent (e.g. the Head of School or delegate).
When there is a mutually agreeable resolution, your appeal comes to an end.
If a mutually agreeable resolution cannot be achieved for both parties, your appeal will be referred to the Student Complaint Appeals Committee for determination.
If you are dissatisfied with the outcome of your appeal, you are able to make a complaint to an external agency. You are also able to do this at any stage of the process. A number of external agencies may be able to assist, depending on your type of complaint.
Enquiries
Any enquiries regarding the Student Complaint Resolution Policy can be directed to the Student Grievance and Conduct Advisors in Student Affairs.