Complaints

If you are dissatisfied with any aspect of your uni experience (such as teaching quality, supervision, decisions made regarding your education, or the conduct of UWA staff or students) you have the right to lodge a complaint.

If you are considering lodging a complaint, the following steps are recommended:

  1. Feel free to contact us for impartial advice on your situation.
  2. Where possible, raise the issue informally with the person directly concerned. (A Student Assist Officer can do this on your behalf with your consent.)
  3. If you feel uncomfortable about speaking to the person directly, or the situation is not resolved, approach the Head of School or the person’s immediate supervisor to discuss the issue. (A Student Assist Officer can attend meetings with you and advocate on your behalf.)
  4. To lodge a formal complaint you need to submit a letter/statement. (A Student Assist Officer can help you draft this.) This should include:
    • name, student number, and contact details;
    • a detailed description of the complaint;
    • a description of the steps already taken to try to resolve the complaint;
    • an indication of the desired outcome;
  5. Have a Student Assist Officer submit the complaint on your behalf or lodge it yourself here.

Tips for complaints

  • Identify clearly what the issue is. Discussing this with a Student Assist Officer can often help you clarify this and determine if you have grounds for a complaint.
  • Follow up any discussion that you have about the issue with an email. This provides you with a written history if needed.
  • Read the University Policy on Student Complaint Resolution.
  • The University has an obligation to both students and staff to investigate. This means the respondent will be given the opportunity to present their side of the story. It can take some time before there is a resolution. Refer to the Student Complaint Resolution policy for time frames.

 

If you’re unsure about whether you have grounds to make a complaint, contact Student Assist at  assist@guild.uwa.edu.au or via their online form.



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