Complaints
We hope you find your time at Deakin to be enjoyable and rewarding. If there are things you think we could do better, please give us feedback through the feedback form under Feedback & Complaints in DeakinSync or through the eVALUate survey. If you're unhappy about something at Deakin, you can raise your concerns informally with the responsible person or area, or make a complaint to Student Complaints. The process is explained below and in the attached flowchart.
Note that assessment issues are normally handled by the faculties under the Assessment (Higher Education Courses) or Academic Progress procedures.
1. Ask for help
Safer Community can help if you feel threatened or unsafe because of the way someone at Deakin is behaving. (If you are on campus now and need an immediate response, call Deakin Security on 1800 062 579.)
A Harassment and Discrimination Contact Officer can help you to clarify what's happening and decide what to do if you think you may be experiencing discrimination, sexual harassment, victimisation or bullying.
A Deakin University Student Association (DUSA) Advocate can also provide you with free, confidential advice.
2. Talk to someone
If you feel comfortable doing so, you may be able to resolve your concerns informally by talking directly with the responsible person or area, or asking one of the following people to help you with this:
- your Unit Chair, if your concerns relate to a unit
- a student advisor
- the Disability Resource Centre (if a disability, health or mental health condition affects your study)
- an International Student Advisor
If you are considering making a complaint, you can also contact the Designated Complaints Contact in the relevant area. They may be able to help you straight away. See 'Points of contact' below.
Points of contact
Faculties and Schools
| Area | Complaints Contact | Phone | |
|---|---|---|---|
Faculty of Arts and Education | |||
| Sally Collins | 924 43046 | ||
| Heather Rose | 924 46940 | ||
| Sumita Verma | artsed-cpl@deakin.edu.au | 925 17332 | |
Faculty of Business and Law | |||
Jen Smith (all campuses - escalation) | bl-se@deakin.edu.au | 924 43859 | |
| John Dean (Burwood) | buslaw@deakin.edu.au | 924 45144 | |
| Jo Wilson (Geelong) | buslaw@deakin.edu.au | 522 72505 | |
| Bronwyn Kelly (Higher Degrees by Research) | blresearch@deakin.edu.au | 5227 2442 | |
Faculty of Health | |||
| Shufen Lin, Student Experience Manager | 925 17115 | ||
Faculty of Science, Engineering and Built Environment | |||
| Linda Scammells | linda.scammells@deakin.edu.au | 924 46570 | |
| Jenny Neumann | jenny.neumann@deakin.edu.au | 522 72119 | |
Institute of Koorie Education | |||
| Karinda Burns | k.burns@deakin.edu.au | 5227 2538 | |
DUELI | |||
| Claudia Pazos Vivas | c.pazosvivas@deakin.edu.au | +61 3 924 68866 | |
| Jennfier Hsu | jennifer.hsu@deakin.edu.au | +61 3 924 46142 | |
Administration and Services
| Issue | Designated Complaints Contact: |
|---|---|
| Admission | Domestic students: Cathy Gutierrez Email: cathy.gutierrez@deakin.edu.au Ph: 5227 3385 International students: Ping Khoo ping.khoo@deakin.edu.au Ph: 924 45211 |
| Building maintenance | To report maintenance issues:
|
| Cleaning |
Emma Connan Email: emma.connan@deakin.edu.au Ph: 522 78531 |
| Customer service - Student Central |
Jodie Aanensen Email: jodie.aanensen@deakin.edu.au Ph: 924 68106 |
| Enrolment and re-enrolment processes | Cathy Gutierrez |
| Examinations | Michael Tuckley Email: m.tuckley@deakin.edu.au Ph: 924 68003 |
| Facilities | Sue Kulinski For potential danger, call Security 1800 062 579. In an emergency, call 000 (add a zero if calling from an internal phone), then call Security. |
| Fees, student finances and refunds |
Pamela Pritchard Email: pamela.pritchard@deakin.edu.au Ph: 522 72342 |
| Finance | Elyse Cumine Email: e.cumine@deakin.edu.au Ph: 9246 8641 |
| Food services |
Emma Connan Email: emma.connan@deakin.edu.au Ph: 522 78531 |
| Grounds maintenance |
Emma Connan Email: emma.connan@deakin.edu.au Ph: 522 78531 |
| Information technology | Hayley Grey |
| Library | Director, Client Services - Clare Carlsson Burwood - Kim Phu Geelong Waurn Ponds - Fiona Russell Geelong Waterfront - Sabina Robertson Warrnambool - Bec Muir |
| Parking | Emma Connan |
| Residences | Burwood: Yonna Cowan Geelong: Marion Bailey Warrnambool: Gabrielle Tobin |
| Scholarships |
Pamela Pritchard Email: pamela.pritchard@deakin.edu.au Ph: 522 72342 |
| Security | Phone (free call) 1800 062 579 Complaints Contact: Emma Connan |
| Student administration |
Ross Hagland - Assessment and Result issues Email: ross.hagland@deakin.edu.au Ph: 924 46005 Kaine Leonard - Graduation issues Ph. 52273422 Cathy Gutierrez - Admission and Enrolment issues Pamela Pritchard - Fee and scholarship issues Jodie Aanensen - Customer Service issues |
| Student support services |
Salli Bruce Email: salli.bruce@deakin.edu.au Ph: 522 7115959 |
| Study overseas | Victoria Heron Email: victoria.heron@deakin.edu.au Ph: 924 45277 |
| Visa issues and CoE reporting |
Clare Wilson Email: clare.wilson@deakin.edu.au Ph: 9244 5091 |
3. Make a complaint
If the matter is still not resolved, or you would like it handled at the University level, you can make a complaint using the Student Complaints Form above. Your complaint will be handled in accordance with the Student Complaints Resolution policy and procedure.
See complaints information for help you to prepare your complaint.
Please email studentcomplaints@deakin.edu.au if you have questions about the complaint resolution process or would like to talk to a Student Complaints Officer.
4. Appeal
If you're not happy with the outcome of your complaint and would like the matter to be reconsidered, you may have grounds for an internal review of your complaint. You can also seek an external review of final University decisions by the Victorian Ombudsman.