Complaints, Compliments and Feedback

Student Grievance Unit (student complaints or grievances and student conduct investigations)

The Student Grievance Unit is an independent investigative unit that assists with and resolves complaints submitted by students.

Students, staff, or members of the public may also submit a complaint in relation to a student’s conduct to the Student Grievance Unit.

All contact with the Student Grievance Unit (SGU) should be made via forms available through AskUNE so that we can properly track progress from your initial contact.

Complaints cannot be considered that:

  • do not have any supportive evidence supplied with the complaint;
  • are premature (ie. other internal resolution/special assessment application options or appeal mechanisms available);
  • where there are other current active internal enquiries being conducted (eg Academic Assessment Appeals/applications/AskUNE enquiries);
  • are outside the jurisdiction of SGU;
  • are a matter of academic judgement and academic in nature;

Complaints we can consider

Complaints from:

  • students, staff, UNE representatives and members of the public about:
    • issues with sufficient connection to the University
    • their experience with the University (ie. studies, service, processes) or relationship with the University of New England
  • Find out what we cover

Complaints that we prioritise

Matters are prioritised against factors such as the impact upon:

  • personal safety;
  • sensitive issues which may be of significant risk to UNE students, staff, representatives and/or the University;
  • continued study and visa implications;
  • widespread (structural or procedural) weaknesses in administration;
  • University rules, procedures or policies that have significant consequence.

For more information regarding student related policies, please refer to the related link.

For an overview of  the Student (Related) Grievance Handling Procedures,  please see the flow chart.

How to Lodge a Complaint

Please complete the online forms.

  • For Students: To raise a complaint or submit feedback via RiskWare.
  • For Staff: Submit a complaint via Grapevine.

PLEASE NOTE: If there are active enquiries currently being undertaken in another area of the University that relate to the concerns being raised in the complaint form, SGU will not commence an investigation until those enquiries are completed.

It is the responsibility of the complainant to provide to SGU, evidence that supports the concerns as stated within the complaint. Complaints submitted without any supporting evidence, will not have an investigation commenced until the complainant provides the required evidence.

When your form has been submitted, your complaint will be acknowledged.

SAFE COMMUNITIES

The University of New England firmly upholds the right of all our members to be treated fairly, with respect and free from threatening or inappropriate behaviour - including sexual assault, sexual or other harassment, acts or threats of violence, intimidation or discrimination - and to work, study and live in a safe and caring environment.

It starts here.

Alternative Dispute Resolution

As part of the complaint process, Alternative Dispute Resolution (Mediation) may be a consideration.  For more information please contact us.

Feedback

Feedback is considered with the intention of improving the University’s service and unit delivery, business practices and the student, staff and University representative experience.

Constructive feedback is referred to the appropriate business area for consideration and no further engagement with the submitting party is undertaken by SGU after acknowledgement of your feedback form.

If you wish to provide feedback or a compliment relating to the delivery of academic or administrative services or the provision of support services please contact us using the online RiskWare Form.

When your form has been submitted, your feedback will be acknowledged.

Alternative Avenue of Review (National Student Ombudsman)