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Overview of Complaints Framework

The University has a commitment to seeking feedback from students and staff, and acknowledges the right of students, staff or members of the public to complain if they are dissatisfied.

The University has established a Complaints Framework to provide for the timely and fair resolution of complaints. The Overview of Complaints Framework will help you to decide how to proceed with your complaint or concern.

PDF Download Overview of Complaints Framework

The Complaints Procedure Overview outlines the complaints process under the Complaints Policy for University Students and Members of the Public.

PDF Download Complaints Procedure Overview
Word Download Complaints Policy for University Students and Members of the Public

Complaints Assistance Officer

If you are unsure where to direct your complaint under the Complaints Framework, you can seek advice from the Complaints Assistance Officer:

Amanda McGiffen

t: +61 2 6620 3849
f: +61 2 6622 4171
e: complaints@scu.edu.au
m: Complaints Assistance Officer, Southern Cross University, PO Box 157, LISMORE NSW 2480

Informal Complaints

You are encouraged, where appropriate, to make your complaint informally, as many complaints can be sorted out with the staff member directly responsible.

For international students, the International Office is happy to assist you to resolve your complaint informally, or to help lodge a formal complaint.

International Office

Formal Complaints

If your complaint is not resolved, then you can lodge a formal complaint with the relevant University Officer. If you are unsure where to lodge your formal complaint, you can contact the Complaints Assistance Officer.

All formal complaints made under the Complaints Policy for University Students and Members of the Public must be lodged with the Complaints Assistance Officer.

Your formal complaint should set out:

  • What is the matter to be resolved
  • What steps you have already taken to try to resolve it
  • Why the outcomes are not satisfactory
  • What you are seeking
  • Any supporting documentation

Word Download Complaints Form for Students
Word Download Complaints Form for Members of the Public

Investigating Complaints

The Complaints Management Guidelines for Staff has been developed to assist staff members when handling complaints and appeals.

Word Download Complaints Management Guidelines

Review of complaints

Students

If you are a student who is dissatisfied with the outcome of your complaint, you can seek an internal review through the Student Ombud.

For international students, students can access an external agency (e.g. NSW Ombud; Ombudsman WA) for review purposes.These arrangements provide for independent grievance handling/dispute resolution for students from overseas studying in Australia where the student is not satisfied by the University's internal complaints/appeals handling processes. They permit students to formally present their case and to be accompanied and assisted by a support person at any relevant meetings. Students will be given a written statement of the outcome of their appeal and the reasons for that outcome. The University is obligated to maintain a students enrolment while an appeal is ongoing and to immediately implement any decision and/or corrective and preventative action required.

Members of the Public

If a member of the public believes that a formal complaint has not been resolved within a reasonable time frame, or is dissatisfied with the outcome of a formal complaint, then he or she may make a written request to the Vice Chancellor for internal review.

Updated: 05 February 2013