What is a complaint?
A complaint is any type of problem, concern or grievance that negatively affects your studies or your experience at the university.
You can raise a complaint about any aspect of your studies, student life, the university or the university environment. Examples include complaints about assessment decisions and the behaviour of another student or a university staff member.
- Learn about the kind of behaviour that is not tolerated by students or staff in UNSW’s policy on harassment and discrimination.
- Find information on bullying (including cyberbullying), and what you can do about it.
- Learn what constitutes racism or racial vilification and find out what to do if you encounter it on campus.
- Read the Student Code of Conduct to understand UNSW’s expectations of its students.
Get advice about your complaint
- You can find help and advice about how to resolve your complaint from different advisors and advocates, including the Student Conduct and Integrity Unit. Some of these are located on campus, others are external to UNSW.
- Your educational support advisor can give you advice about your complaint and may be able to help resolve the issue at an informal level before you lodge a complaint.
Before lodging your complaint, you should familiarise yourself with the university’s student complaints process and consider talking to an advisor who can help you decide how to address your concerns.
- Access general information about the complaints process, including tips for making a complaint and contacts that can help you with your complaint.
- The Student Complaint Procedure has details about the complaints process, including types of complaints, how complaints are handled and the appeals process.
- The Student Advocate at Arc@UNSW provides independent advice and advocacy including advice on making a complaint.
Lodging a complaint
You must lodge your complaint within 12 months of you becoming aware of the issue.
- You can lodge a complaint using the student complaints form. The relevant form opens when you choose current student, non-current student, or anonymous. (Contact your Program Authority if asked for an invitation code.)
- Incidents of sexual assault, sexual harassment or sexual misconduct should be reported via sexual assault/sexual harassment form, not via the student complaints form.
- If you are unhappy with the outcome of your complaint or the way it was handled, you can contact firstname.lastname@example.org to lodge an appeal.