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Complaints

What happens next

When we receive your complaint, we will:

  • email you to acknowledge your complaint has been submitted and provide a case reference number
  • assess your complaint and appoint a Case Manager
  • provide you with your Case Manager's details, so you can contact them to discuss your complaint if needed. 

Your Case Manager will undertake a preliminary assessment to determine appropriate action. They may contact you to discuss your complaint, or ask you to attend a meeting.

Depending on the nature of your complaint, your Case Manager may recommend an informal resolution process as the first course of action. This will not happen where your case involves a potentially serious offence. 

We will provide you with written notification of the outcome of the preliminary assessment within 20 days of lodging your complaint. The actions that may be suggested in this outcome include an informal resolution, acknowledgement of responsibility or no further action. 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. The timeframe will be dependent on the complexity of your case, timing of examinations and availability of those involved in the investigation process. 

Further information about the process followed by the Student Affairs Unit can be found in the Student Complaints Procedures 2015.

I’ve changed my mind

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 You should be aware that we may need to proceed in certain circumstances even if you have withdrawn your complaint.

Appeal the outcome

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 NSW Civil & Administrative TribunalNSW Ombudsman or the Australian Human Rights Commission.

Student Affairs Unit

Phone
1800 SYD HLP (1800 793 457)
(option 2 for complaints)
Address
Jane Foss Russell Building G02
Contact us
Last updated: 29 September 2017

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