How to submit and resolve a complaint

Every complaint is an opportunity to improve.

Your experience at Monash matters and if you have concerns about a service or a decision made by the University that affects you, we want to hear about it.

This page outlines the process to raise and resolve student complaints for any matters related to your course or administrative processes. This includes assessment, feedback, exams, special consideration, course administration, facilities and service issues.

• Raise your concerns or submit a complaint Find out how to raise a concern or submit a formal complaint about matters related to racism, personal safety, staff conduct, academic integrity and more on our central reporting hub. We offer confidential support services and follow-ups throughout the process.

Our complaints process is designed to take your concerns seriously and handle your complaint fairly and respectfully. Your feedback helps us create a better experience for everyone and won’t disadvantage you in any way. For example, if you’re an international student, it won’t affect your enrolment or visa status.

Before you begin

• Things you can often resolve yourselfMany issues can be resolved by following the dedicated processes. These options are designed to help you efficiently address common problems.Assessments and fee refunds/creditAcademic Progress hearing outcomesReporting misconduct or concerning incidentsCybersecurity, copyright, IP and FOI
• Before you get started, think about whether you’re making a complaint or sharing feedback:Either way, your voice matters and we’re here to listen.How to share feedbackYou can share your feedback by contacting the relevant area directly. Let them know you’re simply providing feedback and not seeking a resolution.Some areas have forms or dedicated email addresses to make it easy for you to send feedback:If you have feedback on your learning experience within a unit, SETU confidentially collects students’ feedback on teaching and learning at the end of each teaching period – so keep an eye on your inbox for an invite to complete the survey.

Making a complaint

1. Start with a conversation

In many cases, issues can be sorted out quickly and informally through a conversation. If you feel comfortable, start by speaking directly with the staff member involved – or you can choose to write to them instead.

If you’re not sure who to contact, or can’t reach the right person, it’s okay to speak with someone else from the same area. Depending on the situation, you might get in touch with:

• your unit coordinator or chief examiner (check Moodle or the unit entry in the Handbook)
• an adviser or other staff member from your school or faculty
• your online unit coordinator (OUC), if you’re a Monash Online student
• Monash Connect (if you’re not sure where to start)
• your student association, who offer independent student rights and advocacy support.

Taking this action can often lead to a simple and effective solution. If you’re unable to contact a relevant staff member, ask Monash Connect for help.

If your concern affects your safety or wellbeing, it’s a good idea to reach out to the Safer Community Unit (SCU) as a first step.

Timing

It’s best to raise your concern as soon as you can and while the details are still fresh. If your complaint relates to an assessment task or thesis, you'll need to wait until marking is complete before reaching out to the relevant staff member to try to resolve the issue informally.

Tips for communicating your complaint

To make your complaint clear and effective:

• include key details, like dates, times and any supporting documents
• focus on the key issue – explain what happened in logical order
• be clear about your desired outcome (and make sure it’s reasonable)
• keep records – save copies of all messages and documents you send and receive – if this proceeds to a formal complaint, you’ll need to provide evidence.

2. Escalate if the issue isn’t resolved

If you’re unhappy with the response you received from an initial conversation or contact, you can escalate the issue. This means raising your complaint with a senior staff member responsible for the unit, course or service, who has the ability to review the initial decision.

Depending on the complaint, you may need to contact the:

• chief examiner
• course director
• head of school or department
• director of the relevant area
• Central Admissions team
• Director of University Health Services
• Library senior staff and specialist teams
• Monash Research Office
• program coordinator (Monash Online students).

You can do this in person or in writing – whatever feels most comfortable for you. Just make sure you keep a record of this interaction and see the tips below.

Tips for communicating your complaint

To make your complaint clear and effective:

• explain why you’re not satisfied with the outcome of your initial complaint and provide a record of that interaction
• include key details of the original incident, like dates, times and any supporting documents
• be clear about your desired outcome (and make sure it’s reasonable)
• keep records – save copies of all messages and documents you send and receive – if this proceeds to a formal complaint, you’ll need to provide evidence
• feel free to get some support and advice from your student association. There’s no cost and this is completely independent of the University.

3. Submit a formal complaint for investigation

If your concern hasn’t been resolved through the previous steps, you can submit a formal complaint (stage 3). This is a written request for resolution and involves a formal investigation by a complaints officer who hasn’t been involved in your case before. This is so you can expect a fresh and impartial review.

Timing

You should submit your formal complaint as soon as you can.

If the issue occurred more than six months ago, you’ll need to provide some extra information in your submission, otherwise your complaint may not be accepted:

• why you’re submitting your complaint late
• any evidence of exceptional circumstances that prevented you from submitting your formal complaint earlier.

Tips for communicating your complaint

To make your complaint clear and effective:

• include key details (like dates, times, assessment names, unit codes) and attach any supporting documents – including evidence of your attempts to resolve the matter informally (stages 1 and 2)
• focus on the key issue – explain what happened in logical order
• be clear about your desired outcome and make sure it’s reasonable
• keep records – save copies of all messages and documents you send and receive
• if including emails, save them as as PDF and make sure you include the To, From and Date fields
• feel free to get some support and advice from your student association. There’s no cost and this is completely independent of the University.

Formal complaint forms

• You can use the online form to submit a formal complaint about:Online formal complaint form
• Use the PDF form to submit a formal complaint about non-faculty or admin areas:PDF formal complaint form

What happens next?

We’ll email you with an outcome, usually within 40 to 60 University working days of receiving your complaint.

If it’s an especially complex investigation, involves different departments, or if key staff are on leave, it may take us longer than 60 University working days – but we’ll update you if this happens.

Possible outcomes

We understand that raising a complaint can feel overwhelming. Our goal is to help work towards a fair outcome.

Outcomes vary, depending on the nature of your complaint and resolution you’re seeking. In some cases, your complaint may be upheld but we might not be able to offer exactly what you requested. If that happens, you’ll have the option to accept or decline the recommendation we provide.

What we can’t offer

There are some outcomes we’re not able to provide through this process, including:

• disciplinary action against staff members
• investigations into discrimination, harassment, or inappropriate conduct. Find out how you can report an incident or concerning behaviour
• financial compensation.

When a complaint may be dismissed

We may dismiss a complaint if it:

• doesn’t have enough substance or is considered frivolous or vexatious
• appears to be submitted to delay another process (e.g. academic progress).

Requesting a review of your outcome

If you feel the outcome of a formal complaint is unfair, you can ask for a review by the University Student Ombudsman. Just make sure to submit your request within 20 University working days of receiving the outcome.

Before the Ombudsman will get involved, you’ll need to have followed all the steps of the Monash complaints process (informal conversation, escalation, and formal complaint).

Help accessing the form

If you experience any issues when completing your formal complaint form, email us at studentcomplaints@monash.edu and we’ll be happy to help.

Policy and procedure

• Student Complaints Policy (pdf)
• Student Complaints Procedure (pdf)
• Student Complaints Management Procedure (pdf)