Student Complaints

How to resolve a complaint

Procedures for Student Complaints

Six steps for complaints resolution

Step 1	Is the issue academic or non-academic? Approach the lecturer or person concerned and attempt to resolve the matter. If you are not sure, a self-help checklist is available or check with Governance & Legal staff or a Student Advocate in the Tasmania University Union.
Step 2	If you cannot resolve a complaint directly, or would like assistance, arrange an appointment to see a Student Advocate to seek advice and/or initiate a formal complaint. You will need to outline the complaint and the steps that you have taken to resolve it. It is a good idea to gather your facts and documents and put them in chronological date order to assist the Student Advocate in understanding what your complaint is about. Alternately, you may wish to seek advice from other areas within the University, see Who else can help at UTAS.
Step 3	If, after trying to resolve a complaint directly, or through a Student Advocate, you are still unable to resolve your complaint, you may wish to pursue a complaint formally under the provisions of Ordinance 8 - Student Complaints (the Ordinance). The complaint must be in writing to the "appropriate person" (see definition of "appropriate person at the beginning of the Ordinance to see which applies to your complaint). Read Part 2 of the Ordinance.
Step 4	In your letter of complaint to the "appropriate person" you must clearly state what your complaint is about. Include with your letter any supporting documents. Keep a copy of all documents for your own records. Include in your letter: your student identification number your full name your telephone number your current address (where correspondence should be sent to you) if your complaint is about a course or unit, state the name of the course/unit include the name of the campus where you are studying you need to ask that your complaint is dealt with under Ordinance 8 - Student Complaints. Send your letter of complaint to the "appropriate person" (either Head of School or Head of Section if it is an administrative complaint). For the name and contact details of the "appropriate person" see the "Faculties, Schools & Admin" webpage available from the University's home page. Click on the appropriate School or Section and then click on "People". The Head will be listed. Click on the "contact" details in the same screen to get the mailing address.
Step 5	The "appropriate person" will contact you to discuss your complaint. If you meet with the "appropriate person" you may take a support person with you. This can be anyone who is not a lawyer. You may wish to ask the Student Advocate to attend as your support person.
Step 6	The "appropriate person" will make a decision regarding your complaint. If you feel that the complaint is still not resolved you may wish to seek a review of the decision. The Student Advocate can assist you. Read Part 2.2 of the Ordinance. (For a guide to how long the complaints process will take - see the timeframes page.)

You don't have to complete the formal process if you can reach a resolution of your complaint with the parties involved in the meantime. You can withdraw a complaint at any time during the complaints resolution process and, in this case, the matter will be deemed to be resolved.

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