Feedback, Complaints, and Reports of Conduct
At UNE, we want your experience to be positive and supportive. Through the Student Grievance Unit you can submit feedback, complaints, or reports of conduct. We’re committed to creating a safe, inclusive, and respectful environment for everyone in the UNE community.
We welcome your feedback about your experience at UNE, including what you love, what you'd like to see more of, and areas where we could improve.
If something isn’t going well, whether it’s about your course, a service, or a decision you may submit a complaint.
If you experience or witness conduct of a staff member or student you don't think is appropriate or you feel UNE should be aware of, we encourage you to speak up by making a report.
Before you begin
It's important to take a moment to think about if your concern is feedback or a complaint.
- Feedback means that you have helpful information you would like to share with the University based on your experience and you are not seeking a specific outcome. We will pass on the information to the relevant area, however we won't conduct an investigation and we may not follow up with you individually (beyond acknowledging receipt).
- A complaint means you have an issue or experience you want to raise with the University and you are seeking a specific outcome or resolution, the Student Grievance Unit will provide you with an outcome. A complaint can also include a report of someone's conduct within UNE.
Other opportunities to provide feedback
Unit and Teaching Evaluation Surveys: At the end of each enrolment period, you will receive a confidential survey to share your learning experience and feedback for each unit you're enrolled in.
Additional surveys may be sent to you throughout your degree, more information about these surveys can be found on the Education Quality Directorate - Surveys webpage.
How to raise feedback or a complaint
We encourage you to first raise your concerns with the relevant person or area directly where appropriate and if you are comfortable doing so. This is often the quickest and most effective way to resolve most issues. In some cases, the issue can be resolved by using the dedicated process. Academic Matters Fee Related Reporting misconduct or a concerning incident Advice and Support If you need independent advice or support throughout this process, you may reach out to the UNE Life Advocacy & Welfare team. Other University services can be found on the UNE Student Support and Services webpage. Not the right step? If informal resolution is not suitable or does not resolve the matter, you may proceed with submitting feedback or a formal complaint, as detailed in step 2. If you are uncomfortable or if speaking directly with the relevant areas was unsuccessful, you may submit your feedback or complaint using the submission form. Submitting Feedback? We will send the feedback to the relevant area, however you may not receive a response. Submitting a complaint? The Student Grievance Unit will conduct an initial review and assessment and will then be in contact with you. For more information about this process and relevant policies and procedures, please view the Step 2 - Formal Complaint webpage. To make a submission, select option below: I am a member of the public or a former student/staff member Anonymous feedback or complaints may also be submitted via Grapevine Advice and Support If you need independent advice or support throughout this process, you may reach out to the UNE Life Advocacy & Welfare team. Other University services can be found on the UNE Student Support and Services webpage. Dissatisfied with this step? If you are dissatisfied with this process and all internal processes have been exhausted, you can escalate the matter to an external agency, as detailed in step 3. If you are not satisfied with the outcome of the formal complaint process, you may escalate the matter to an external agency. The National Student Ombudsman - is a free and independent service that works with students and higher education providers to resolve student complaints. Other agencies may include:
External agencies typically require that all relevant University complaints processes have been exhausted before they will consider matters. In the case an external agency has accepted your submission while the University is investigating a complaint, the University may pause investigations until the external matter has been completed.
Frequently Asked Questions
In most cases, yes, natural justice requires that people have an opportunity to respond to concerns about them. However, we handle all matters sensitively and can discuss your specific situation. You can submit information anonymously and SGU will keep your identity confidential when making enquiries related to your complaint. Submitting an anonymous complaint may mean that we are limited in what we can investigate and we won't be able to provide you with an outcome. It depends on the complexity of the matter. We'll give you an estimated timeframe once we understand your concern. You may have options for review. We'll explain these to you at the end of the process. Yes, absolutely. You can bring a support person to any meeting. There may be limitations on who can be your support person. For example, if they are also a witness in an investigation, we're happy to work with you for your circumstances.
Not sure where to start?
Contact us — we're happy to talk through your situation and help you understand your options.
Email: AskUNE
