Student Guide to Complaints and Appeals

Student Conduct & Integrity Office
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At UNSW College, we are committed to providing a fair, respectful, and transparent process for all students. If you have a concern, complaint, or wish to appeal a decision made by the College, this guide explains the steps involved, your rights, and the support available.

Are you curious about how the College appeals process works?

You can view this recording from our Appeals Workshop webinar where the Conduct & Integrity Team go through:

  • What the College appeals process involves
  • Common reasons students submit appeals
  • How to prepare a strong appeal
  • What support is available to you throughout the process

  • What to do

    • Be clear about what you want to achieve, and ensure your expectations are proportionate to the situation.
    • Think about alternative ways to resolve the issue.
    • Clearly explain how the situation has affected you and why you believe it is unfair or unreasonable.
    • Refer to relevant UNSW College policies, if applicable.
    • Support your case with relevant evidence or documentation.
    • Stay respectful and consider asking a friend to review any messages before sending them.

    What not to do

    • Do not use the process to retaliate or simply complain without cause.
    • Avoid personal attacks; focus on the issue, not individuals involved.
    • Do not send complaint emails when you are angry or tired.
    • Avoid using email or social media to vent frustrations. Harassing or defamatory comments may result in misconduct proceedings.
    • Do not escalate your complaint to senior officials or media thinking it will result in a quicker or more favourable outcome. The College has a structured, fair process in place.

  • General complaints

    These involve concerns about:

    • Staff or classmates
    • College activities, services, or processes
    • Enrolment or class changes

    Refer to the Student Grievance and Complaints Policy and Procedure.

    Appeals or review of decisions

    These involve:

    • Outcome of formal complaint investigations
    • Academic or administrative decisions made by the College

    Refer to the Student Review and Appeals Policy and Procedure.

  • Stage 1: Informal resolution

    Start by discussing your concern with the person directly involved or speak with a Student Wellbeing Adviser.

    Examples of informal complaints:
    • Late return of assessment results
    • Feedback about teacher quality
    • Incorrect attendance or CoE information
    • Customer service, facilities or Wi-Fi issues
    • Homestay or airport pickup concerns

    Stage 2: Formal Complaint or Review of a Decision

    If your issue is not resolved informally or is more serious, submit a formal complaint or request for reconsideration.

    How to submit a formal Complaint:

    Complete the Student Complaint Form on the Current Students Website Forms page or email your complaint to complaintsandconduct@unswcollege.edu.au

    What happens next:
    • A Case Manager (independent of the situation) will investigate the matter.
    • You will receive a written outcome within 20 business days.
    How to submit a formal Reconsideration request for other administrative or academic decisions:
    • Check the relevant policy and procedure for your request.
    • Follow the process outlined in the policy and procedure and submit your request by the required deadline.
    What happens next:
    • The relevant team will assess your formal request and inform you of an outcome within the timeline as outlined in the policy and procedure. 

    If you believe there was an error in how your Stage 2 case was handled, you may proceed to Stage 3.

    Stage 3: Appeal against a Stage 2 Decision

    You can appeal the outcome of Stage 2 only if:

    • There was a lack of procedural fairness; or
    • Policies or procedures were not applied consistently; or
    • There is substantive new evidence that was not possible for you to submit during the previous process.

    You cannot appeal just because you disagree with the outcome.

    How to submit:
    What happens next:
    • Your appeal will be reviewed by an Appeals Committee or nominee, who is independent of all previous stages.
    • The Committee or its nominee will investigate and provide an outcome within 20 business days.

    Stage 4: External Review – Students may seek External Review at any stage

    If you are not satisfied with the College’s final decision, you may seek an external review.

     
    External agencies include:

    For international students:

    Overseas Student Ombudsman:

    https://www.ombudsman.gov.au/complaints/international-student-complaints

     

    For all students:  

    National Student Ombudsman: https://www.nso.gov.au/

     

    Important note:

    If you lodge an external appeal, you should notify the College by emailing your external appeal reference or case number to enrolments@unswcollege.edu.au as soon as possible, and no later than 10 business days after receiving the College's decision. Prompt notification assists the College to ensure your enrolment status is managed appropriately while the external appeal is underway.

  • Help is available

    If you need assistance during any stage of the complaints or appeals process, please book an appointment via this link or contact via email:

    complaintsandconduct@unswcollege.edu.au

     

    Legal advice

    For free legal assistance, contact Kingsford Legal Centre located on the UNSW main campus.

     

    Translation support

    If you require help with translation, choose a translator accredited by NAATI (National Accreditation Authority for Translators and Interpreters).

    www.naati.com.au

    +61 2 9267 1357

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