When you lodge a formal complaint, it will be managed by Student Policy and Integrity services in the following way:
After you lodge a complaint, you will receive an email acknowledgement from us in a timely manner following receipt.
Student Policy and Integrity Services will conduct an initial assessment of your complaint and will contact you if:
- you need to provide more information or documentation
- your complaint is best dealt with by a different University process or service
After completing the initial assessment, we will advise you of the outcome and the next steps in the complaint process.
Please note that your complaint will not be investigated further if it is found to be frivolous or vexatious.
We will send your complaint to the relevant College or University service so that they can conduct an investigation. We will send you an email confirming that your complaint has been sent to the College/University service.
Please note you can withdraw your complaint at any time by contacting Student Policy and Integrity Services. There may be instances where the University may continue to investigate a matter after the complaint has been withdrawn. The University will contact you in such circumstances.
You have the right to have a support person with you at any meetings or hearings related to the complaint. You can nominate your own support person, other than a practicing legal practitioner
You will normally receive a response from the College/University service within 28 University business days from the time the complaint was lodged. If the investigation takes longer, the person who is managing your complaint will give you regular updates on the progress.
The response to your complaint will notify you of the outcome, reasons for the outcome and any proposed actions to follow.
If your complaint is substantiated you will be advised how your issue will be resolved. If your complaint is unsuccessful you will be advised about how to make a request for a review of the decision.