Student Complaints Procedure

The following advice is for students considering lodging a complaint.

• What is a complaint?
• What should I do if I have a complaint?
• How to lodge a complaint?
• Important useful information?

WHAT IS A COMPLAINT?

A complaint addressed to Murdoch University is an expression of dissatisfaction or displeasure related to your University experience.

An appeal is the process to formally requesting reconsideration of an official academic or administrative decision.

Submitting a complaint/grievance and an appeal are two distinct and different procedures. Note: it is not possible to lodge an appeal or formal complaint without having exhausted all available informal proceedings associated with the appeal and complaints procedures.

WHAT SHOULD I DO IF I HAVE A COMPLAINT?

In the first instance you should take a moment to think about the problem or concern that has caused you dissatisfaction. Often it is a good idea to talk to someone neutral first. If you believe you have been treated unfairly, by talking to someone first, this may help you determine what your options are; and also to provide a clearer perspective; as sometimes emotions cloud our perspective.

The following support services are available to listen and assist you with your concerns:

• Murdoch Counselling Service
• Equity and Social Inclusion
• Murdoch Guild of Students
• The Student Centre

HOW TO LODGE A COMPLAINT?

There are two stages that must be followed in sequence:

• Informal stage; and
• Formal stage.

Informal Stage:

You should initially talk about your concern with the staff member most directly concerned. If, however this is not appropriate or you are uncomfortable in approaching them, you should go to the next senior staff member. For example – if you cannot approach the Unit Coordinator, you should see the Academic Chair. If the Academic Chair is not available; you should consult the School Dean or the Pro Vice Chancellor in the event the School Dean is not available. In most cases, the majority of complaints/grievances will be resolved at this informal level.

If , however, you are still not satisfied with the outcome, you may consider lodging a formal complaint.

Note: before you pursue this approach, you must be able to demonstrate that you have exhausted all available informal options.

Formal Stage:

There are a number of different formal proceedings and the Complaints Considered page provides specific information and a step-by-step guide.

IMPORTANT USEFUL INFORMATION

It is also a good idea to familiarize yourself with the relevant policies and procedures. For a list of these and additional useful information refer to the Useful Information page.

Always bear in mind that although you may feel aggrieved and less than satisfied with a situation, there are other parties to your complaint/grievance and they have rights too, which must be respected at all times. Engaging in behaviour that disregards the rights of others will serve no productive purpose at all and may result in misconduct proceedings against you.