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.
1. Tips for making an effective complaint or appeal
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.
2. Understanding the type of concern
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:
- Academic or administrative decisions made by the College
Refer to the Student Review and Appeals Policy and Procedure.
3. The four stages of Complaints and Appeals
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
Examples of informal appeals:
- Refusal to issue a release letter
- Request to change program stream
- Rejection of repeat or refund request
- College decision to cancel enrolment
- Leave of absence refusals
- Bullying or harassment 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.
How to submit:
Complete the Student Complaint Form on the Current Students Website Forms page or email your complaint to [email protected]
What happens next:
- You will receive an acknowledgement within 5 business days.
- A Case Manager (independent of the situation) will investigate the matter.
- You will receive a written outcome within 20 business days.
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
You cannot appeal just because you disagree with the outcome.
How to submit:
- Complete the Appeal Form – Stage 2 Formal Request for Reconsideration on the Current Students Website Forms page
- Submit the form within 10 business days of receiving your outcome.
What happens next:
- Your appeal will be reviewed by an Appeals Committee, which is independent of all previous stages.
- You will receive an acknowledgement within 5 business days.
- The committee 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.
Examples of issues suitable for external review:
- Incorrect intention to report
- Refusal to issue a release letter or refund
- Refusal to allow a stream change or leave of absence
- Harassment or bullying
- Unresolved informal complaints
- College cancellation of enrolment
External agencies include:
- Anti-Discrimination Board
- Australian Human Rights Commission
- Commonwealth Ombudsmen
- NSW Ombudsman
Need help finding the right agency?
Visit the Conduct and Integrity Team (Level 1, UNSW College L5 Building) on Mondays, Wednesdays or Fridays and they will help you contact the appropriate agency. Each external body has its own process for managing complaints.
Important note:
If you begin an external appeal, you must notify the UNSW College Appeals Committee within 20 business days.
Your enrolment will remain active until the external process is finalised.
4. Student Support Services
Help is available
If you need assistance during any stage of the complaints or appeals process, contact our student-facing Conduct and Integrity Team located at Level 1 of the UNSW College L5 Building. They can help you with your matter, or guide you through the process.
Legal advice
For free legal assistance, contact Kingsford Legal Centre located on the UNSW main campus.
+61 2 9385 9566
Monday to Friday, 9am – 4:30pm (Closed 1pm – 2pm for lunch)
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
This guide is here to ensure you feel confident and supported throughout the complaints and appeals process at UNSW College.
