The University Policy on: Student Complaint Resolution applies where a student makes a complaint about any matter in relation to their student experience, unless another process for resolution is prescribed in a specific statute, regulation, rule or policy pertaining to the matter in question.
The policy's appendices which set out the procedural requirements for a student complaint process are available for download below.
No forms are required for this stage. A complaint may be made and responded to in-person, via telephone or in writing via e-mail or Stage 1 Responsible Officers section below.
A complaint that requires additional confidentiality must not be discussed on AskUWA, e.g. a complaint about another person's conduct.
A complaint must be submitted to the Complaint Resolution Unit (CRU) using the Complaint Submission Form (online and hardcopy available). Staff should assist complainants when it is needed, e.g. if the complainant is distressed at the time of making the complaint. The CRU will refer eligible complaints to the Stage 2 Responsible Officer.
The Responsible Officer must complete and submit the Complaint Outcome Form to the CRU at the end of the complaint process, which is available via secure log-in at the Staff resources page.
An appeal of a Stage 2 complaint outcome must be submitted to the Complaint Resolution Unit on the Appeal Submission Form below.
The student complaint policy requires that a complaint be made to the respondent directly where possible and appropriate and/or to a Stage 1 "Responsible Officer" in the first instance, unless:
A "Responsible Officer" is a role undertaken by an officer of the University, either by virtue of their position or by appointment by the Senior Deputy Vice-Chancellor and Registrar or their delegate, that involves considering and responding to a complaint.
Complaint matters and a guide to Stage 1 Responsible Officers are provided in the table below. Advice is also available from the Complaint Resolution Unit.
|Complaint is in relation to||Possible Stage 1 Responsible Officer(s)|
|General administration and service|| |
|Physical environment (facilities/grounds/venues)|| |
|Student administration (not including academic decisions)|| |
|Education provision (teaching/supervision)|| |
|Student conduct|| |
|Staff conduct|| The staff member's (respondent's) immediate supervisor, e.g.: |
|Community member conduct|| |