Student Complaint Resolution Policy


The University is committed to providing services that deliver an excellent and rewarding student experience. This policy refers to the formal process by which a Student may pursue a Complaint about a decision or determination made by members of University staff or related parties who represent or act on behalf of the University, including Education Agents. This includes decisions or determinations which involve the exercise of academic judgement, administrative matters and the provision of services and facilities.


Student Grievance Resolution Policy

  • Related Procedures, Forms

  • Administration, Approval and Review

    RMO File No. 2022/7506
    Policy custodian Deputy Vice-Chancellor and Vice-President (Academic)
    Responsible policy officer Director, Student Life, Division of Academic and Student Engagement
    Endorsed by Academic Board on 1 November 2023
    Approved by Vice-Chancellor and President on 13 November 2023
    Related Policies Information Management Policy
    Student Misconduct Policy
    Student Misconduct Rules
    Privacy Policy
    Privacy Management Plan
    Responsible Conduct of Research Policy
    Research Misconduct Procedure
    Related legislation Educational Services for Overseas Students Act 2000 National Code of Practice for Providers of Education and Training to Overseas Students 2018 Higher Education Support Act 2003 Higher Education Standards Framework (Threshold Standards) 2021
    Superceded Policies Student Grievance Resolution Policy
    Effective from 1 January 2024
    Review Date 31 December 2026
    Contact for queries about the policy Student Life, Mr Michael Physick, tel 33191 or Division of Academic and Student Engagement

Please refer to the Policy Directory for the latest version.