Student Complaints
The following information describes the process for managing student complaints.
The information on this page does not cover student grievances relating to sexual harassment, bullying and violence, discrimination, misconduct and whistleblowing. Click here for information on how to manage these grievances.
Swinburne also has separate processes that allow you to suggest improvements and provide positive feedback.
Overview of the complaints process
Swinburne is committed to providing the best possible student experience. As part of this commitment, we encourage our students to provide feedback in the form of complaints, suggested improvements, comments and compliments. This feedback assists us to continuously improve the quality of teaching, administrative and support services.
Accordingly, all complaints received by Swinburne will be treated professionally, promptly, confidentially and fairly.
When discussing complaints with staff, we ask that you present all facts pertinent to the complaint, communicate in a constructive and respectful manner, and be clear about the outcome that you are expecting.
Your Feedback Advisor or Swinburne Student and Amenities Association can provide you with advice, and support, in relation to resolving complaints.
Informal complaints resolution process
In the first instance, you are encouraged to speak directly with the person who is responsible for providing the service that you are concerned about. Our experience has shown that this is typically the quickest way to deal fairly and constructively with your concerns.
If for some reason, this person is difficult to contact or you prefer to not to speak with them, then you should speak to either: your unit convener or program coordinator if it relates to academic matters; or reception staff if it relates to administration or support issues.
Your Feedback Advisor can also assist you in contacting the most appropriate person.
Swinburne staff will generally resolve your informal complaint within 10 working days of receiving the complaint.
Formal complaints resolution process
You can also choose to have your complaint formally investigated. Typically, this will happen if you are not satisfied with the outcomes of the informal resolution process or, alternatively, if for some reason, you prefer not to talk to staff in the area responsible for the service that you are concerned about.
Please note that in some cases, staff may direct you to other procedures that are more appropriate to address your complaint.
To instigate a formal complaint complete a feedback and complaints form. Swinburne will generally acknowledge receipt of the form within 5 working days.
Swinburne will then investigate the complaint and advise you in writing within 15 working days, as to the outcomes of the investigation of the complaint and any proposed resolution. In some circumstances, this timeline may need to be extended.
You may choose to be accompanied and assisted by a support person, who is not a legal practitioner, at any meetings during the formal complaints process.
Dissatisfied with the outcome of the formal investigation?
If you are dissatisfied with the outcome of the formal investigation, you can escalate the complaint to senior management, by advising your Feedback Advisor within 5 working days of receipt of the written notification of the outcomes of the formal resolution process.
External Investigation
All University students can raise a complaint with the Victorian Ombudsman. The Ombudsman investigates complaints made against staff who work for government departments, statutory authorities and local councils. The Ombudsman has a team of experienced enquiry and investigation officers who handle enquiries and complaints received by the office. Before making a complaint to the Ombudsman, you should first try to resolve your concerns through the University complaints processes.
TAFE students can also raise a complaint with the Victorian Registration and Qualifications Authority or alternatively phone the complaints hotline on 1800 000 674.
You can also submit an allegation to the Ombudsman to be considered under the Whistleblower Protection Act 2001. More information on whistleblowing is available from the Ombudsman's website. The University also has Whistleblowing procedures.