What happens next?

Once we receive your complaint, we will assess the best way to progress your concerns, which may include further discussions with you or reviewing relevant documents. This is called a preliminary assessment. If necessary, your complaint may be referred for an investigation.

You’ll then be advised in writing of the outcome of the assessment, including the reasons for the decision and any rights to seek an investigation. If we are unable to provide this outcome to you within 20 days of lodging your complaint, we will still contact you with an estimated time when you should expect to receive it.

Find more information about possible outcomes of a complaint in the Student Complaints Procedures 2015.

What if I change my mind?

You can withdraw your complaint at any time by notifying us. You should be aware however that we may need to proceed in certain circumstances even if you have withdrawn your complaint.

What if I'm not happy with the outcome?

When you receive the written report on the outcome of your assessment or investigation, we will also include any right that you have to appeal the decision.

If you are eligible and would like to appeal you should contact us within 10 days of being notified of the outcome of your complaint.

Depending on the nature of your complaint, you may also choose to contact (if relevant) an external agency for advice or assistance such as the Australian Human Rights Commission, Anti-Discrimination Board or NSW Ombudsman.