Student Complaints
We hope you find your time at Deakin to be enjoyable and rewarding. However, if you're unhappy about something at Deakin, there are various ways you can let us know.
Provide feedback
We value your feedback. Feedback, both positive and negative, is information you think the University can use to improve the student experience. If you have something to share about your student experience, and you are not seeking a specific outcome, you can provide feedback via DeakinSync.
Talk to the person or area responsible
We encourage you, where appropriate, to resolve problems directly with the person or area responsible. Here is a list of contacts to assist you:
Academic contacts
Results
Refer to the Review of Results process.
Units of study
Contact your Unit Chair
| Area | Complaints Contact | Phone | |
|---|---|---|---|
Faculty of Arts and Education | |||
| Heather Rose | 924 46940 | ||
Faculty of Health | |||
| Shufen Lin, Student Experience Manager | 924 68030 | ||
Faculty of Science, Engineering and Built Environment | |||
| Kaylene Gunston | 924 46943 | ||
NIKERI Institute | |||
| Natasha Rossington | natasha.rossington@deakin.edu.au | 522 71181 | |
DUELI | |||
| Jennifer Hsu | jennifer.hsu@deakin.edu.au | 924 46142 | |
Non academic contacts
| Issue/Area | Designated Complaints Contact: |
|---|---|
| Admissions | Domestic students: International students: Sada Memic |
| Building maintenance | To report maintenance issues:
|
| Cleaning | |
| Customer service - Student Central |
Jodie Aanensen Email: jodie.aanensen@deakin.edu.au Ph: 924 68896 |
| Disability Resource Centre | Steve Morgan Email: steven.morgan@deakin.edu.au Ph: 522 71427 |
| Enrolment and re-enrolment processes | Andrea Robinson |
| Examinations | Ross Hagland Email: ross.hagland@deakin.edu.au Ph: 924 46005 |
| Fees, student finances and refunds |
Pamela Pritchard Email: pamela.pritchard@deakin.edu.au Ph: 522 72342 |
| Food services | |
| Graduations | Kaine Leonard Email: kaine.leonard@deakin.edu.au Ph. 522 73422 |
| Grounds maintenance | |
| IT Customer Services | Hayley Grey |
| Library | |
| Parking | |
| Residences | |
| Scholarships |
Pamela Pritchard Email: pamela.pritchard@deakin.edu.au Ph: 522 72342 |
| Security | |
| Student admissions - International | Email: deakin-int-admissions@deakin.edu.au |
Harassment and discrimination contact officers (HDCOs)
HDCOs volunteer and are trained to provide confidential information and support to staff and students with concerns relating to discrimination, harassment, bullying, vilification and victimisation.
Staff and students can select any HDCO from the network list and contact them by email or phone. Staff and students are welcome to choose a HDCO from their immediate work or study area. Alternatively, they can select a HDCO who is further removed from their area if they prefer.
Remember
If you feel unsafe or threatened because of the way someone at Deakin is behaving but do not require immediate assistance, please contact Safer Community. Safer Community can also support you if you have experienced sexual harm.
If you would like to report a student’s behaviour you can report this to Student Conduct.
Making a complaint
If your concerns remain unresolved after contacting the responsible person or area, you can escalate your concerns to Student Complaints. You can do this by completing the Student Complaints Form. This form can also be used to ask questions about the student complaints process. You can also seek assistance with this process by contacting a Deakin University Student Association advocate.
We will address your concerns using the Student Complaints Resolution policy and procedure.
If, after receiving a final University decision you remain dissatisfied, you can seek an external review of your complaint outcome by the Victorian Ombudsman.