Making a Complaint at Swinburne
- SSA Advocacy
- May 6, 2025
- 3 min read
Updated: Feb 11
If you’re dissatisfied with a decision, service, or action at Swinburne, you have the right to make a complaint.
While the process can feel uncomfortable, it exists to ensure concerns are considered fairly. Swinburne Advocacy Service (SAS) can support you to understand your options and navigate each step.
Not happy with something?
You can make a complaint about most parts of your university experience. This might relate to academic matters such as grades or assessment, administrative issues like enrolment or timetabling, student services including IT or disability support, behaviour or conduct concerns, or campus facilities and safety.
Before lodging a formal complaint, the university generally expects that you have tried to resolve the issue directly with the relevant staff member or department. If this hasn’t occurred, you may be asked to attempt this first.
Not sure where to begin?
Step 1: Try to Resolve the Issue Directly
Complaints usually begin informally. This involves contacting the person or area responsible for the issue, clearly outlining your concern, and allowing a reasonable period (usually 10–15 working days) for a response. It’s important to keep copies of any correspondence.
Step 2: If the Issue is Unresolved, Submit a Formal Complaint
If the issue remains unresolved, you can submit a formal complaint through Swinburne’s Student Complaints Portal. The complaint form will ask you to:
Provide a clear summary of the issue
Outline the steps you have already taken
Attach relevant supporting documents (such as emails or reports)
The Swinburne Advocacy Service (SAS) can review your draft complaint, help you structure your concerns clearly, and ensure your supporting documents are relevant.
What happens from here?
Once your complaint is lodged, you should receive written acknowledgement, usually within five working days. The university will then investigate the matter, considering the information and evidence provided.
You may be contacted for further information during the investigation. It’s important to respond within any timeframes provided.
You will receive a written outcome explaining the decision and any action to be taken. Depending on the complexity of the issue, this process may take several weeks.
What could the outcome be?
Outcomes vary depending on the circumstances. They may include an acknowledgement or apology, a review of a decision, changes to processes, or disciplinary action where misconduct is involved.
A complaint gives the university the opportunity to formally consider your concerns. However, it does not guarantee a particular outcome. Decisions are made in line with university policy and the available evidence.
Not satisfied with the outcome?
If you disagree with the outcome, you may have the right to appeal. The appropriate appeal pathway depends on the nature of the complaint:
Academic matters generally follow the Student Appeals Procedure
Other complaints may be escalated to senior university officers or the University Ombudsman
The Swinburne Advocacy Service can help you understand whether an appeal is available and what the next steps involve.
Deadlines you need to know
Complaints are subject to time limits. As a general guide:
Academic complaints are usually required within 20 working days of the decision or event
Non-academic complaints should be lodged within a reasonable timeframe, typically within a few weeks
Submitting your complaint promptly helps ensure it can be properly considered.
Need support?
Raising a complaint can feel stressful. Many students worry about saying the wrong thing or making the situation worse. If you’re feeling unsure, you’re not expected to manage the process alone.
The Swinburne Advocacy Service (SAS) provides free, confidential, and independent support. We can help you understand the procedure, prepare your complaint, organise your evidence, and consider any appeal options.
If you would like assistance, contact us as early as possible particularly if you are close to a deadline by clicking the link below.