Service Quality Unit
The Service Quality Unit is an independent body which monitors the quality of the service provided and administrative processes of the University of New England. Our Mission is to ensure quality service to all students, staff and other users of the services provided by the University to support and ensure a positive student experience.
Under UNE policy no student who lodges a complaint with the SQU in good faith will incur retribution of any kind as a result of making the complaint. Substantiated breaches of this aspect of policy will be taken very seriously by the University and will be fully investigated.
What We Do
We do this by investigating complaints from students or on behalf of students. We also receive suggestions about service improvements and provide advice on policy and procedure at UNE. We recommend ways to improve services and institute plans for effective changes and ensure that a fair process is followed although we cannot necessarily ensure a specific outcome. We aim to provide an efficient service in handling complaints and feedback, keeping complainants informed throughout the process and operating to strict timeframes. If we can’t meet a deadline we’ll inform you before the investigation outcome is due.
What We Cover
The Service Quality Unit is an independent investigative body and focuses on issues relating to:
- The delivery of academic and administrative services;
- The provision of support services and facilities
- Adherence to proper process in administering UNE policies
What We Don't Cover
The Service Quality Unit does not cover matters relating to:
- Academic Policy (including Student Appeals policy)
- Staff Misconduct
- Student Misconduct
- Illegal Activity
- Allegations of Plagiarism
- Active Investigation from an external/statutory agency outside UNE
- Other matters not related to the delivery or support of administration services
Not Sure?
If your concern doesn’t relate to any of the above and you are not sure what to do please contact us with as much information as possible. While we may not deal with your concern directly we will be happy to refer your concern to the correct area and provide you with information to address your concerns. Please use the Feedback Form to make enquiries.
How to Lodge a Complaint
Please complete the online Complaints Form
When your form has been submitted your complaint will be acknowledged within a standard working day of receipt . A late Friday or weekend submission will result in a Monday acknowledgement.
Give Us Your Feedback!
Receiving student feedback is an important way in which UNE can improve the student experience. We welcome feedback and refer constructive suggestions on for appropriate action. If you have a suggestion or question relating to the delivery of academic or administrative services or the provision of support services please contact us using the online Feedback Form
When your form has been submitted your feedback will be acknowledged, if requested, within a standard working day of receipt and passed on to the appropriate area for consideration. A late Friday or weekend submission will result in a Monday acknowledgement.