Complaints and Appeals
International Student Complaints and Appeals
International Student Complaints and Appeals (PDF)
Informal Complaints and Appeals
Your complaint or appeal is informal if you don't want the University to keep records of your complaint or appeal, the process of investigating it and the outcome. Informal complaints or appeals should first be raised with the person you feel is responsible for the problem. If you're not sure who this is, or you don't want to approach that person yourself, contact the UNE International Services Manager (tel: 6773 3361) for confidential advice.
Formal Complaints and Appeals
Your complaint is formal if you do want the University to keep records of your complaint or appeal, the process of investigating it and the outcome. You should register a formal complaint by going to http://www.une.edu.au/service-quality and completing the online form. You need to know that:
- Your identity will not be revealed without your permission
- If you need to appeal against a decision made by the University, you have 20 days from the date of the decision to decide whether you wish to make an appeal.
- The University will begin to investigate your complaint as soon as possible, but always within 10 days after you've submitted it
- Processing the complaint or appeal will be at minimal or no cost to you.
- You'll have the opportunity to present your case personally and you can be accompanied by a friend or advisor when doing so.
- If your complaint or appeal results in a decision in your favour, the University will immediately take whatever action is needed to put things right.
- If you're not satisfied with the result of the complaint process you can appeal against the decision. A further complaints investigation process will then take place, at a higher level in the University. If you've taken your complaint through all the University's internal complaints processes you can still appeal to the University Ombudsman or externally to a completely independent lawyer skilled in complaints and appeals resolution.
- While your appeal is being processed, the University will maintain your enrolment at UNE. You will still need to attend classes, submit assignments, pay tuition fees etc., but provided you do all this, your enrolment won't be suspended or withdrawn.
- If needed, you can obtain free legal advice from North & North-West Legal Service (tel: 1800 687 687) or from Northern Settlement Services (email: mrcarm@bigpond.com or nsstam@bigpond.com).
For further information contact UNE International Services Manager at 6773 3361, UNE Student Assist at 6773 2987 or go to the UNE Service Quality Unit website at http://www.une.edu.au/service-quality).