MAKING A COMPLAINT
As a student, you have the right to a positive and fair educational experience. Sometimes, you may encounter situations that feel unjust or problematic that have a negative impact on your learning. Student Assist has put together some guidelines to help you navigate the process of raising and resolving complaints at Curtin University.
Some examples of situations that could warrant an official complaint would be:
Complaints to Curtin’s Integrity and Standards Unit (ISU):
- Quality of teaching and learning such as course content
- Curtin not adhering to their own policies and procedures, legislation, statutes, bylaws or rules
- Breaches of Curtin Code of Conduct such as inappropriate behaviour or work practices by Curtin staff, contractors or suppliers
- Dissatisfaction with the services or products of the University
- Feedback in relation to any aspect of University operations
Complaints to Curtin’s Student Conduct and Discipline:
- Complaints against a current Curtin student
As Student Assist is independent from the university and offers a confidential service, we are here to guide you through the complaints process.
CURTIN'S INTEGRITY AND STANDARDS UNIT (ISU) COMPLAINTS PROCESS
Before lodging an official complaint, you are encouraged to seek resolution directly with relevant University member(s) if you believe it is appropriate to do so and you are able, willing and confident in approaching the person(s).
If you are not satisfied with the resolution or you do not want to approach the staff member(s), you may wish to submit a formal complaint towards the University. Please make sure the complaint is submitted within 12 months of occurrence of the concerned act, decision, or omission. Complaints made outside of the 12 month period may only be accepted under special circumstance.
You can lodge your complaint with Curtin’s Integrity and Standards Unit (ISU) through one of the following methods:
- Online Portal: This is the preferred method for lodging your complaint. You can choose to remain anonymous using this method of contact.
Access Curtin's Online Complaint Portal
For more information about how to lodge a complaint with the ISU, visit their website.
CURTIN'S STUDENT DISCIPLINE AND CONDUCT OFFICE
Complaints against a current Curtin student will be investigated by Student Conduct and Discipline at the Office of The Academic Registrar.
- Online Portal: This is the preferred method for lodging your complaint. You can choose to remain anonymous using this method of contact.
Lodging a Student Discipline Case
You can also visit Student Assist as a first port of call if you are unsure of where to go, or who to speak to.
FREQUENTLY ASKED QUESTIONS
HOW DO I WRITE AN EFFECTIVE COMPLAINT?
Main Issues
Write out the main issues:
- Be clear and brief: Aim to present your points without unnecessary repetition.
- Structure your complaint logically: Explain events in the order they occurred.
- Be specific about the problem: For instance, write "Your assessment appeal policy, which only limits to inaccurate marking, does not make fair allowances for the lack of adequate feedback" instead of "Your appeal policy is unfair."
- Focus on relevant facts: Include only the details that are pertinent to your complaint.
- Document your awareness and actions: State when you first noticed the issue and what steps you took to address it. Mention who you spoke with and what the outcomes were.
- Describe the impact factually: Explain how the issue has affected you without using emotional or blaming language. Remember, mistakes can happen without malicious intent.
Supporting Evidence
Evidence is crucial because it:
- Supports your claims: Solid evidence helps substantiate your complaint, making it more credible.
- Provides clarity: Clear documentation can help university staff understand the issue precisely, facilitating a more efficient resolution.
- Demonstrates the impact: Evidence can illustrate the extent of the problem and its impact on your studies and well-being.
- Strengthens your position: Comprehensive evidence can strengthen your case and increase the likelihood of a favourable outcome.
Types of Evidence:
- Emails: Attach relevant emails that document your communication with university staff.
- Official documents: Include official documents such as policies, guidelines, or notices that are relevant to your complaint.
- Medical certificates or letters: If applicable, provide medical certificates or letters from healthcare professionals.
- Photographs or screenshots: If your complaint involves online systems or physical conditions, include photographs or screenshots.
- Witness statements: If others witnessed the issue, consider attaching statements from them.
Attaching the Evidence(s):
- Label files clearly: Use meaningful names for attached documents to help the receiver understand their content. For example, label a document as "Email from university granting permission to defer."
- Avoid redundancy: Attach only one copy of each file to prevent confusion.
By following these guidelines, you can ensure that your complaint is clear, well-structured, and supported by relevant evidence, increasing the likelihood of a fair and timely resolution.
Desired Outcome
Explain what you would like to happen to resolve your complaint:
- Be realistic and practical: Suggest achievable solutions. For example, if a decision has been delayed, request that the university decides the matter as soon as possible rather than immediately.
WHAT WILL HAPPEN AFTER I LODGE MY COMPLAINT WITH CURTIN ISU?
Upon lodgement with the ISU:
- You will receive a complaint ID number and a copy of your notification by email.
- Your complaint will be promptly directed to the line manager, such as Head of School or PVC, who the ISU considers is best placed to handle the complaint.
- The line manager will, within five working days of being made aware of a complaint, contact you to acknowledge receipt of and ownership for resolving the complaint.
- The line manager will, within ten working days of being made aware of a complaint commence addressing the complaint.
A detailed flowchart outlining the general complaint handling process is available here, from the ISU website.
WILL THE PERSON WHO I COMPLAIN ABOUT (I.E THE RESPONDENT) BE NOTIFIED?
The line manager who is handling the complaint may contact the respondent and given them the opportunity to respond to the complaint.
WILL I GET INTO TROUBLE AFTER MAKING A COMPLAINT?
No, Curtin University welcomes feedback from students and will not tolerate unfair treatment committed against a complainant. If you are still concerned, you may choose to lodge a complaint anonymously. Do keep in mind that there are limits to anonymous complaints such as inability for the investigating person to seek clarification and provide feedback.
If this is important to you, Student Assist can submit the complaint on your behalf and act as an intermediator on your behalf. Please get in touch with us prior to submitting your complaint.
WHAT IF I AM NOT HAPPY WITH THE OUTCOME?
You should receive a written response outlining the resolution outcome and the reasons for it once a decision has been made. If you are not happy with the outcome, you may be eligible to request a review.
Depending on the nature of your complaint, you may also choose to contact an appropriate independent external body or tribunal for advice or assistance. You can find a list of these agencies and their contact details on the ISU website.
WHO CAN I TALK TO ABOUT MAKING A COMPLAINT?
If you are unsure of lodging a formal complaint at this time, feel free to make an appointment with the Student Assist team for an unbiased and confidential discussion of your options.