Student complaints
The University is committed to dealing with complaints in a serious and sensitive manner. The complaints process is designed to be prompt and responsive so that students can have issues of concern dealt with quickly and can move on with their studies. Where warranted, the University will endeavour to improve its services, systems and decision-making processes to prevent future complaints arising.
This web page provides information to students about lodging and resolving Academic and Administrative Complaints.
For information on complaints relating to discrimination, sexual harassment or bullying, see student complaints of discrimination and sexual harassment.
For information on whistleblower disclosures you should consult the Whistleblowers Protection Act 2001 - Disclosures Procedure.
For information on appeals against Committee decisions, including Faculty Academic Progress and Discipline Committees, you should consult the procedures outlined in the correspondence and information produced by those Committees.
Academic and Administrative Complaints
An Academic Complaint is a complaint relating to academic decision or outcomes (e.g. selection decisions, quality of teaching, assessment, or supervision issues for research students). It will be dealt with in the first instance by the academic staff and Faculty involved.
An Administrative Complaint is a complaint relating to administrative decisions, actions or processes (e.g. admission, enrolment, fees or charges), or to access to University resources and facilities (e.g. food services, IT, buildings and grounds). It will be dealt with in the first instance by the administrative staff and Division involved.
Refer also to the Student Complaint Procedure.
Complaints process:
There are three key stages in the process:
Stage 1 - Informal Complaint
- Complaints should normally be raised within 20 working days of the occurrence that led to the complaint.
- Students should seek to resolve complaints by first talking directly with the member of staff involved. If he or she has concerns about raising the matter directly with the respondent, he or she may ask to discuss the complaint with a more senior staff member.
- The staff member will notify the complainant in writing of the outcome of the informal resolution.
Stage 2 - Formal Complaint
Lodging a Written Complaint
All efforts should be made to resolve the complaint through informal processes before lodging a formal complaint. Formal complaints must be made in writing, on the Student Complaint Form.
- Complainants must complete the University's Student Complaints Form and lodge the completed form either by email or by normal mail to the dean of the relevant faculty or to the relevant senior manager.
- The dean, senior manager or an appropriately qualified staff member will investigate the complaint and attempt to find an appropriate resolution.
- If at the end of stage 2, the complainant feels that their complaint has not been satisfactorily resolved, they may lodge an appeal (stage 3).
Stage 3 - Appeal
Lodging an Appeal
- Appeals must be lodged within 20 working days of the date of the written notification of the outcome of stage 2.
- A complainant wishing to appeal must do so in writing to the Executive Director of the Division of Student Administration.
- If the Executive Director of the Division of Student Administration determines that there is a case for an appeal he or she will convene an appeals committee.
- The appeals committee will review the case and make a determination
Executive Director of the Division of Student Administration : dirdsa@deakin.edu.au
External Avenues for Appeal
- All complainants have the right to lodge complaints with an appropriate external body, after following the stages of the relevant University procedures for complaint resolution.
- Complainants may contact the Victorian Ombudsman (in relation to the application of policies and procedures and administrative processes that have been followed).
Victorian Ombudsman: http://www.ombudsman.vic.gov.au/
