When we receive your complaint, you'll receive an email acknowledgment with your case number. We will assess the nature of your complaint and appoint a Case Manager. We will provide your Case Manager's details, so you can contact them if you need to discuss or enquire about the complaint process.
Your Case Manager will complete a preliminary assessment to assess the best way to progress your concerns. They may request to have further discussion with you or to review relevant documents.
We will then provide you with written notification of the preliminary assessment, including reasons for the actions recommended. This advice will be provided within 20 days of lodging your complaint. If an assessment has not been reached in this timeframe, we will contact you about your case development.
If necessary, your complaint may be referred for an investigation. If this occurs, we will contact you and provide you with a likely timeframe for this process.
Further information about the process followed by the Student Affairs Unit to manage the resolution of a complaint can be found in the Student Complaints Procedures 2015.
You can withdraw your complaint at any time by notifying us. You should be aware that we may need to proceed in certain circumstances even if you have withdrawn your complaint.
When you receive your written report on the outcome of your assessment or investigation, we will also include information about any right that you have to appeal the decision.
If you are eligible and would like to appeal, you can contact the Student Affairs Unit 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 a relevant external agency for advice or assistance such as the Australian Human Rights Commission, Anti-Discrimination Board of NSW or NSW Ombudsman.