This page will guide you through the process for submitting a student grievance.
Grievance submission processes and advice
The grievance 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. Therefore, getting advice from an independent person, who knows the processes of complaints and grievances, and is aware of potential outcomes, is critical.
By discussing your grievance with someone, it will help you:
- consider whether the grievance is reasonable
- clarify the details of the matter (including the events that occurred)
- establish the basis for the grievance
- discuss and consider what (if any) remedy has been sought already
- identify the most appropriate process under which the matter should be resolved
Where to get advice
- a professional Student Advocate
- The University of Melbourne Student Union (UMSU) provides an independent advocacy service, the Student Union Advocacy Service (SUAS), funded from revenue generated by the Student Services and Amenities Fee.
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- an academic staff member
What you need for your grievance application
If you submit a grievance, 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 grievance against
- The service point, or individual that you are submitting a grievance 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 grievance and your attempts to resolve it
- The outcome you are seeking
- The reason for the desired outcome
What happens after submission?
- Once your grievance is submitted, you will receive a case number in an automated email confirming receipt of your grievance application.
- Within 5 business days from the date of submission you will be contacted via email and advised of the course of action that has been determined.
- The grievance will be referred by the University to a responsible officer who will determine the most appropriate way to proceed. The responsible officer will review the grievance and attempt to resolve the problem
- Within 15 business days from the date of submission the responsible officer will notify you in writing of the outcome of the first stage of the grievance process. They will indicate the manner of resolution or, where resolution could not be achieved, the reasons why resolution could not be achieved. If the responsible officer considers the grievance is frivolous, or if no grounds or evidence have been adduced to support it, the responsible officer will inform you.
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 grievance application, please select the link to the online form below. Once your grievance is submitted through the online form, you will receive an email confirmation of the receipt of the grievance, with your case number and a link to the portal where you can track your case.
A grievance is a matter to be investigated according to formal grievance processes. This includes complaints which are not able to be resolved through informal processes or mediation, and matters relating to allegations of misconduct where disciplinary action against a student or staff member may be an outcome of the investigation.
The submission of a grievance will result in the appointment of an investigator to examine the matter, according to the process established by the University Student Complaints and Grievances Policy.