This page will guide you through submitting a student complaint.

Complaint submission processes and advice

Advocacy

Before submitting a complaint you are strongly encouraged to contact an independent student advocate for advice and guidance.

The complaint procedure can be complex and a student advocate will be able to confidentially discuss your situation, advise you on the likelihood of the success of any application, and can help you prepare the application itself.

What you need for your complaint application

If you submit a complaint, you will need to provide:

  • Your name, email address and contact number
  • Your student number (or indicate if you are a prospective or former student)
  • An indication of whether or not you have received independent advice
  • The category of service that you are submitting a complaint against
  • The service point, or individual that you are submitting a complaint about

You will also be asked to supply the following detail. You will be given the option of uploading your responses in a document, or entering your responses into corresponding form fields.

  • The history of the complaint and your attempts to resolve it
  • The outcome you are seeking
  • The reason for the desired outcome

What happens after submission?

You may withdraw the complaint at any time during the complaint resolutions process by emailing complaints-grievances@unimelb.edu.au and asking for the complaint to be withdrawn. Once a complaint has been withdrawn it cannot be 're-activated', however, it may be re-submitted as a new complaint.

  1. Once your application is submitted, you will receive an automated email confirming receipt of your complaint.
  2. The complaint will be referred by the University to a responsible officer who will determine the most appropriate way to proceed. This may include seeking to informally resolve the matter on your behalf, initiating a process of mediation or suggesting that the complaint should be investigated under the University’s grievance process.
  3. Within 5 working days from the date of submission you will be contacted via email and advised of the course of action that has been determined. If the responsible officer considers the complaint is frivolous, or if no grounds or evidence have been provided to support it, the responsible officer will inform you
  4. If the responsible officer seeks to resolve the matter on your behalf, the University will attempt to complete the process within 15 working days from the date of submission
  5. If the responsible officer has determined that the case will proceed with mediation, the mediation will be conducted within 10 working days of the appointment of the responsible officer and the outcome of the mediation will be communicated to you within 5 working days of the mediation discussion

Privacy

The University collects and uses the information provided for the purposes of addressing students’ complaints and grievances. See the University’s privacy statement. The process also provides valuable information about student satisfaction to the Academic Registrar in relation to University facilities, teaching, student administration and support services.

Begin the application

If you have read the information on this page and you are ready to submit your complaint, please select the link below.


Submit complaint
Complaint

A complaint is a problem or concern raised by a student who considers they have been wronged because of an action, decision or omission within the control or responsibility of the University.

The subject of a complaint is normally an action, decision or omission within the control or responsibility of the University, that causes a student to feel they have been wronged.


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