Complaints
The Service Quality Unit welcomes the opportunity to resolve your complaint. However, we request that you give the manager of the business unit concerned the opportunity to provide resolution in the first instance. The Service Quality Unit acts as an independent body for complaints that can't find resolution in the administrative unit concerned. If after consulting the administrative unit no resolution has been found for your complaint please contact The Service Quality Unit.
Before Making a Complaint please be aware of the following:
- Disagreements: Your objection to or disagreement with a particular University process or decision does not automatically mean that it is unreasonable, unfair or discriminatory. Sadly, you may find that while you have the right to disagree, this does not always mean you can have a decision changed even after completing an appeal process.
- Resources: Resource considerations may affect the feasibility of complaint resolutions. For example, your desire for individualised services (beyond those provided for students with Special Needs) may simply be beyond the resources of the University to provide. For example, slowness of service during peak periods (such as enrolment) cannot be avoided and a complaint only arises when slowness is beyond what is normal or imperils some aspect of your study.
- The Complaints Process: Please make yourself aware of The Complaints Process which is also downloadable in PDF and Word format for your convenience. The process outlines what to expect from the Service Quality Unit after submitting your complaint form.
- The Checklist: A helpful list of reminders of what not to forget to provide when making your complaint. This list is also available in PDF and Word format for your convenience.
How to Make a Complaint
We ask for all complaints to be made in writing either by submitting the Complaint Form over the web, by email or by letter. Other options include downloading the form and faxing to +61 2 6773 3763 or post to: