Making a complaint
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A complaint is a way to raise an issue with the faculty or the University over matters such as discrimination, harassment and bullying, the quality of teaching or assessment, or supervisory issues. It is your right to make a complaint to the faculty or to the University via the Student Affairs Unit (SAU).
Complaints can also be made about:
- timetable scheduling
- learning and teaching concerns
- the conduct of another student
- unprofessional staff behaviour.
Different types of complaints are dealt with by different areas of the University, and some complaints may be taken to authorities outside of the University.
Making a complaint is not the appropriate process to follow if you want to change your marks.
Academic appeals versus complaints
The University has two separate processes through which students can raise concerns: academic appeals and complaints.
An academic appeal allows you to raise concerns over a specific academic decision or a breach in due process in making an academic decision. Read the University’s information on academic appeals. An academic appeal may result in a change to the academic decision i.e. your grade or mark.
A complaint is a formal process to address issues with your faculty or the University. You can lodge a complaint against any form of discrimination, harassment or bullying, or an issue with the quality of teaching or assessment. Read the University’s information on complaints. A complaint will not result in a change to your grade or mark but should resolve other non-academic matters.
How to make a complaint
Students are encouraged to try to resolve issues informally first. If you are experiencing an issue that may lead to a complaint, you may contact your unit coordinator or the Associate Dean (Education) in your faculty as a starting point. If this is not appropriate in your situation, or if the response from your faculty is not satisfactory, you can then lodge a complaint with the SAU.
You can make a complaint verbally or in writing:
- If you make a verbal complaint and an investigation is required, you will be asked to submit a written complaint. In most cases complaints can’t be anonymous, but the University assures strict confidentiality when dealing with complaints.
- You can make a written complaint by writing a detailed summary of the incident(s). Where possible, you should provide dates, times and locations of the incident(s). If you have any witnesses who can verify your account of what happened, ask them to provide their names and contact details, or make a note in your complaint that there were witnesses.
The University is committed to resolving complaints in a fair and timely manner. If you make a complaint to the SAU, they should notify you of the next relevant steps within 5 working days.
At the preliminary stage, the SAU may decide that the complaint cannot be handled by the University and will notify you with reasons. If the SAU decides that the complaint can be handled by the University, you will be assigned a case manager who will start a preliminary assessment to determine appropriate action.
A complaint that could constitute an act of misconduct, or could involve criminal behaviour, will be referred to the Deputy Registrar and Executive Director (Complaints, Appeals and Misconduct) Division of the Academic Registrar.
When to lodge a complaint
In most cases, you have 12 months from the time of the incident to make a complaint to the SAU. The University will accept reports older than 12 months, but options for resolution may be limited, as over time it can become harder to verify the complaint.
Read more about complaints on the University website.
Types of complaints
Sexual harm and gender-based violence
Sexual harm and gender-based violence are prohibited at the University of Sydney. Any type of behaviour that is intimidating, abusive, disrespectful or threatening is not accepted or tolerated. SUPRA caseworkers can give you confidential advice and support. What you decide to do is always your choice.
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Discrimination, harassment and bullying
Complaints regarding discrimination, harassment and bullying can be lodged with the University, or with the National Student Ombudsman, the NSW Ombudsman, Anti-Discrimination, or the Australian Human Rights Commission.
Read the following articles for information about how to make these types of complaints:
Quality of teaching and learning
Students can lodge a complaint if they feel they are not being provided with appropriate educational resources or support. This might include:
- lack of clearly communicated marking criteria
- delayed or non-existent release of results and feedback
- unclear or untimely communication about deadlines and expectations
- unclear or untimely feedback on academic decisions.
You may wish to review the Learning and Teaching Policy 2024 and the Assessment Procedures 2024 before lodging a complaint. In general, a staff member must have broken a policy or procedure for a complaint to be upheld. However, even if this isn’t the case, a complaint can trigger a review or audit of a course, its learning materials and assessment practices.
If you are unsure if about making a complaint or would like help in structuring your complaint, contact SUPRA.
Reasonable adjustments
Students can lodge complaints about both the nature of adjustments awarded by Inclusion and Disability Services or about the way these adjustments were implemented in a particular course or degree. The University has legal obligations to ensure students with disabilities have what they need to study equitably, whilst meeting the course’s inherent requirements. If these obligations are not being met, you can lodge a complaint.
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Intellectual property
The University will consider complaints to do with intellectual property. This might include issues relating to copyright, authorship credit, agreements to publish and ownership rights. You can get advice on intellectual property from our legal service.
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Group work
If you are doing a group work assessment and experience conflict with your group members, try to discuss your issues directly with your unit coordinator. Alternatively, you can contact us for advice.
If you are dealing with group work issues, make sure that you do the following:
- try to resolve group work issues as they come up and document your efforts
- save emails or messages sent between your group members or with your unit coordinator
- record a clear timeline of incidents
- keep a copy of relevant documentation.
Keep in mind that group work complaints are different from making an academic appeal. If you receive a low mark for a group work assessment, you may want to make an academic appeal. Contact us if you need assistance.
Appealing a complaint outcome
After the investigation into your complaint is complete, you will receive a written report on the outcome of the investigation. In that report, the SAU will advise you if you have the right to appeal the decision.
If eligible for and would like to make an appeal, you will need to contact the SAU within 10 days of being notified of the outcome. Contact us for advice.
Other ways to make a complaint
Depending on the nature of the complaint, you may also choose to contact external bodies such as:
- the National Student Ombudsman (NSO)
- the NSW Ombudsman
- Anti-Discrimination NSW
- the Australian Human Rights Commission.
Generally, you need to exhaust all internal complaints options before proceeding to an Ombudsman or other external body. However, in cases of sexual misconduct, particularly by a staff member or other person in power at the University, you may be able to lodge a complaint with the NSO before completing the University’s internal complaints procedure.
Contact us for advice on these options.
The National Student Ombudsman (NSO)
The NSO can mediate disputes between students and their Universities and make recommendations to the University.
Generally, you need to exhaust the University’s internal processes for complaint before proceeding to the NSO. If you are unsatisfied with the University’s findings on your complaint, or if you are dissatisfied with the action taken on your case, you can escalate your complaint to the NSO.
The NSO provides a range of reporting options, including anonymous reporting. This is an option that is not currently available within the University’s current complaints process. If you wish to make an anonymous report of bullying, harassment, or sexual misconduct or assault, you can proceed directly to the NSO.
If you would like advice on lodging a complaint with the NSO, contact a SUPRA caseworker.
If a complaint is made about you
If you receive notice that a complaint has been made about you, we strongly recommend that you contact us for advice. We can help you understand the complaint and what your options are.
Support
University helplines
The University has free helplines to assist students with any questions or concerns:
- For general questions, call the Student Centre on 1800 SYD UNI (1800 793 864). This is the first point of contact for all student needs.
- If you feel unsafe on campus, or are concerned about someone else’s safety, you can contact campus security. Phone 1800 SYD HLP (1800 793 457), 24 hours a day.
Student Counselling Service
Navigating complaint processes can be challenging, and it is reasonable to feel stressed, overwhelmed or anxious. If you need someone to talk to, the University's Student Counselling Service provide free, confidential services.
Safer Communities Office
If your complaint is about any type of sexual harm or gender-based violence, including sexual assault or harassment, you can get immediate, confidential support from an experienced, specialist staff member at the Safer Communities Office.
SUPRA
You can always contact us for support and guidance.
Policies
The following policies may be relevant to your experience navigating the complaints process:
Written by SUPRA Postgraduate Advocacy Service September 2025.
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