Student Complaints
We hope you find your time at Deakin to be enjoyable and rewarding. However, if you're unhappy about something at Deakin, you can:
- provide feedback via Student Central
- contact the responsible person or area
- make a complaint to Student Complaints if you have contacted the responsible person or area and have not been able to resolve your concerns.
If you feel unsafe or threatened because of the way someone at Deakin is behaving or have experienced sexual harm, please contact Safer Community.
If you are on campus and need an immediate response, call Deakin Security on 1800 062 579.
Resolving your concern
You may be able to resolve your concern by contacting the responsible person or area, or by contacting the following people:
- your Unit Chair, if your concerns relate to a unit
- a Student Adviser
- the Disability Resource Centre (if a disability, health or mental health condition affects your study)
- an International Student Adviser
- a Harassment and Discrimination Contact Officer if you think you may be experiencing discrimination, victimisation or bullying.
Note that assessment issues are normally handled by the faculties under the Assessment (Higher Education Courses) or Academic Progress procedures.
Complaints contact
Faculties and Schools
Area | Complaints Contact | Phone | |
---|---|---|---|
Faculty of Arts and Education | |||
Heather Rose | 924 46940 | ||
Sumita Verma | artsed-cpl@deakin.edu.au | 925 17332 | |
Faculty of Business and Law | |||
Cathryn Bunney (all campuses - escalation) | bl-se@deakin.edu.au | 924 46899 | |
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 | 522 72442 | |
Faculty of Health | |||
Shufen Lin, Student Experience Manager | 924 68030 | ||
Faculty of Science, Engineering and Built Environment | |||
Niki Calastas | 924 46943 | ||
Kaylene Gunston | 924 46943 | ||
NIKERI Institute | |||
Natasha Rossington | natasha.rossington@deakin.edu.au | 522 71181 | |
DUELI | |||
Giles Mccabe | giles.mccabe@deakin.edu.au | 924 45425 | |
Jennifer Hsu | jennifer.hsu@deakin.edu.au | 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 | |
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 | If you are on campus and need an immediate response, 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 | |
Food services |
Emma Connan Email: emma.connan@deakin.edu.au Ph: 522 78531 |
Grounds maintenance | |
Information technology | Hayley Grey |
Library | |
Parking | |
Residences | |
Scholarships |
Pamela Pritchard Email: pamela.pritchard@deakin.edu.au Ph: 522 72342 |
Security | Phone (free call) 1800 062 579 |
Student administration | |
Student support services |
Salli Bruce Email: salli.bruce@deakin.edu.au Ph: 522 7115959 |
Study overseas | |
Visa issues and CoE reporting |
Clare Wilson Email: clare.wilson@deakin.edu.au Ph: 9244 5091 |
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.
We will address your concerns using the Student Complaints Resolution policy and procedure.
Reviewing your complaint outcome
If you are dissatisfied with your complaint outcome, and can demonstrate that you have grounds for review, you can request a review of your complaint outcome within 20 working days of the date of the complaint outcome.
Your outcome letter will contain a link for you to submit your request for review, available for 20 working days after the date of the complaint outcome. If you have questions about the process or would like to talk to a Student Complaints Officer please email studentcomplaints@deakin.edu.au
If, after receiving a final University decision in the Review process, you remain dissatisfied, you can seek an external review on procedural grounds by the Victorian Ombudsman.