top of page

Making a Complaint at Swinburne

Updated: 3 days ago

If you are dissatisfied with a service, decision, or action at Swinburne University, you have the right to make a formal complaint. The SSA Advocacy Service (SAS) can guide you through the complaints process, ensuring your voice is heard and your concerns are addressed. 

 

What can I complain about? 


You may make a complaint about any aspect of your university experience, including: 


  • Academic matters (such as grades, assessment, or unit content) 

  • Administrative issues (such as enrolment, timetabling, or course structure) 

  • Student services (such as library services, IT support, or disability services) 

  • Behavioural or interpersonal concerns (such as staff or student conduct) 

  • Facilities (such as building access, safety, or amenities) 


Note: Complaints should be based on an issue that you have already tried to resolve through normal channels (such as contacting your unit coordinator or a staff member). If you have not done so, you will be asked to do so first. 

 

How do I make a complaint? 


Step 1: Try to Resolve the Issue Directly 


  • Contact the person or department responsible for the issue (for example, your unit coordinator or a service desk). 

  • Document your communication and keep records of any correspondence. 

  • Give them a reasonable amount of time to respond (usually 10-15 working days). 


Step 2: If the Issue is Unresolved, Submit a Formal Complaint 


  • You can submit a complaint online through the Student Complaints Portal on the Swinburne website. 

  • Complete the complaint form, providing all relevant details, including: 

    • A summary of the issue 

    • Steps you have already taken to resolve it. 

    • Any supporting documents or evidence (emails, reports, etc.) 

  • You can request an appointment with SSA Advocates for help in preparing or submitting your complaint. 

 

What happens after I submit my complaint? 


Once you have submitted your complaint, the following steps will take place: 


  1. Acknowledgement of your complaint: You will receive confirmation from the Student Complaints team that your complaint has been received, usually within 5 working days. 

  2. Investigation of your complaint: The university will investigate your complaint based on the nature of the issue and available evidence. 

  3. Outcome of the investigation: You will be informed of the decision, along with any actions to be taken (if applicable). This could take several weeks, depending on the complexity of the complaint. 

 

What are the possible outcomes of a Complaint? 


Depending on the nature of your complaint, the outcome may include: 


  • An apology or acknowledgment of the issue 

  • Changes to university practices or policies 

  • A review of decisions or actions taken 

  • Disciplinary action if the complaint involves student or staff misconduct. 


Can I Appeal the Decision? 


If you are not satisfied with the outcome of your complaint, you may have the right to appeal the decision. The appeal process depends on the nature of your complaint: 


  • For academic matters, refer to the Student Appeals Procedure. 

  • For other complaints, you may be able to escalate your complaint to the University Ombudsman or Swinburne’s Executive. 


SSA Advocates can provide guidance and support with the appeals process and help you understand the next steps. 

 

Time Limits for Complaints 


  • Academic complaints must usually be submitted within 20 working days of the event or action being contested. 

  • Non-academic complaints must generally be submitted within a reasonable time after the incident (usually within a few weeks). 


Note: It is important to submit your complaint as soon as possible to ensure you meet any relevant timeframes. 

 

Where can I get further assistance? 


SSA Advocates provide confidential support throughout the complaints process.


We can help you: 


  • Understand the complaints procedure and your rights. 

  • Prepare your complaint by reviewing your statement and supporting documents. 

  • Support you in communicating with the university or departments involved. 

  • Advocate for you during meetings or discussions related to your complaint. 

  • Appeal a decision if the outcome is unsatisfactory. 


Contact SSA Advocacy Service (SAS) to arrange a free appointment and get personalized support with your complaint.







bottom of page