Complaints and grievance resolution

If you’ve tried to resolve your issue informally but it hasn’t been resolved - or if you prefer not to raise it informally - you can lodge a Formal Student Grievance.

A Formal Grievance is a written submission that explains how a decision, action, or lack of action by the University has negatively affected your studies or student experience (for example, your grades, results, or academic progress).

For more detail, refer to the Student Grievance Resolution Procedure.

Step 1: Prepare your grievance

You don’t have to do this alone. The UniSQ Student Guild Advocacy Office offers free, confidential support to help you:

• Draft your grievance
• Check that you’ve included all the necessary documents
• Understand the process.

The Student Guild is independent from the University and here to support you.

Step 2: Submit your grievance online

Once your grievance is written and your documents are ready, you can submit through the online form.

If you prefer to remain anonymous, you can select that option when submitting. Just keep in mind that the University’s ability to investigate anonymous complaints may be limited.

Step 3: What happens next

Your grievance will be reviewed under the Student Grievance Resolution Policy and Student Grievance Resolution Procedure. You’ll receive a written response from the University that includes:

• The outcome
• The reasons for the decision
• Information about further review options, if needed.

Other reporting options

If your grievance is related to discrimination, bullying, harassment or sexual misconduct, you are encouraged to contact the Safer Communities team in the first instance for information and support options, including how to report an incident.

If your grievance relates to the corrupt conduct of a UniSQ employee, review the Fraud, Corruption and Control Management Policy and Procedure and, if you believe you should formally bring your allegations to UniSQ for investigation, please email USQ.Integrity@unisq.edu.au.

If you’re not satisfied with the outcome of a Stage 1 Formal Grievance or another formal University decision, you may be able to request a Review of Decision.

Step 1: Understand the decision

Before requesting a review, make sure you understand the reasons behind the decision. These are usually explained in formal correspondence from UniSQ. If anything is unclear, you can contact the Decision Maker to ask for clarification.

Step 2: Check if the decision can be reviewed

You can request a review if the decision was made as part of a Stage 1 Formal Grievance, or the relevant UniSQ policy or procedure allows for a review.

Examples of reviewable decisions include:

• Denial of admission or re-admission to a program
• Assessment of financial assistance, student loans, or fee refunds
• Credit and exemption outcomes
• Final grades (must be submitted within 10 University Business Days)
• International student transfer requests
• Disability support or adjustments
• Commonwealth Supported Place eligibility.

Step 3: Prepare your request

Your review request must clearly explain why you believe the decision should be reconsidered. You should include justification of:

• Relevant factors that were not considered
• Irrelevant factors that were considered
• Why the decision was incorrect based on the circumstances
• Any new, relevant information
• Any procedural errors.

You’ll need to submit your request within 20 University Business Days of being notified of the decision (or 10 days for assessment mark rechecks or review of final grade).

If your submission doesn’t clearly explain the grounds for review, the Student Grievance Resolution Unit may ask you to revise it within 10 University Business Days.

Step 4: Get support

The UniSQ Student Guild Advocacy Office offers free, confidential support to help you:

• Draft your review request
• Identify the appropriate grounds
• Gather and check your supporting documents

The Student Guild is independent from the University and here to support you through the process.

Step 5: Submit your request

You can submit your request through the online form and selecting the option relevant to your request.

If you’re not satisfied with the outcome of a Review of Decision (Stage 2), or if you’ve received a decision related to Student General Misconduct or Student Academic Misconduct, you may be able to lodge an Appeal.

Step 1: Check the response timeframe

You must submit your appeal within 20 University Business Days of being notified of the decision or review outcome. Your letter of outcome may include the date from which this timeframe begins - make sure to check it carefully.

Step 2: Understand the grounds for appeal

Appeals can only be lodged on one or more of the following grounds:

• Substantial new evidence that wasn’t available during the Stage 2 Review and could have led to a different outcome
• Misapplication of policy or procedure that caused a disadvantage
• The decision was clearly incorrect or unjust, or the penalty was disproportionate to the conduct
• The decision-maker did not provide procedural fairness.

For more detail, refer to the Student Appeals Procedure.

Step 3: Prepare your appeal

Your appeal must clearly explain which ground(s) you’re relying on and include supporting documentation. It’s important to be specific and provide as much evidence as possible.

Step 4: Get support

The UniSQ Student Guild Advocacy Office offers free, confidential support to help you:

• Draft your appeal
• Identify the appropriate grounds
• Ensure your documentation is complete and accurate.

The Student Guild is independent from the University and can guide you through the process.

Step 5: Submit your appeal

Once your appeal is ready, you can lodge it online. Make sure you’ve included all required documents and clearly stated your grounds for appeal.