Complaints Management and Resolution
We are aware the university is currently experiencing a high volume of calls between 9:00am - 5.00pm. If you have trouble calling the complaints unit on our landline (02) 9678 7900 between 9.00am and 5:00pm, please consider calling outside these hours and leaving a message. We will return your call during business hours.
Otherwise, please send an email to email@example.com and we can either respond by email or phone during business hours.
Complaints Resolution Unit staff are able to respond to emails and phone messages during normal business hours. In the event of an emergency, please call 000 or Campus Safety and Security on 1300 737 003.
The Complaints Resolution Unit is limited in the types of matters we are able to accept for review.
While you may be unhappy about something, please be aware there are some things that cannot be addressed through the complaints process.
Examples of things we are unable to accept include:
- "I was late because the bus didn't arrive on time"
- "I don't want to pay the SAF Fee"
- "I don't agree with the cost of my subject"
- "I am unhappy with my mark"
- I can't get my graduation documents"
We are aware the University is currently experiencing processing delays with graduation documents following implementation of our new student management system. We understand this is causing temporary inconvenience and the University appreciates your patience.
You are able to lodge a complaint for review where there has been a breach of policy or procedure or for matters involving adverse behaviours.
Before lodging a complaint, we ask you to read our FAQs which contain information on concerns that commonly arise for students and staff
If the FAQs don't address your concern, the most efficient way to contact us is by sending an email with your completed complaint form to firstname.lastname@example.org . We acknowledge receipt of emails the same or next business day.
Serious matters and those involving an imminent and potentially detrimental impact are prioritised over routine matters, which may be referred to another area of the University for response.
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Western values feedback on its core business, services, students and staff. We recognise that on occasion, we will receive complaints.
The University is committed to complaint resolution that is:
- Accessible – information about the process is published, advice on it is freely available and lodging a complaint is simple and flexible. There is also no cost to lodge a complaint.
- Timely – complaints are managed efficiently and have regard to urgency. We will acknowledge receipt of your complaint the same or next working day after it is received and will begin our assessment within 10 working days.
- Objective – complaints are considered and managed free of bias. If your complaint is not upheld, we will provide you with information on any further right to review including by external organisations such as the NSW Ombudsman.
- Fair – procedural fairness is afforded to all.
- Confidential – information is kept confidential, where and as appropriate.
- Informative – complaint data is analysed and informs areas for improvement.
For more information on complaint resolution at Western, select the relevant button below or contact the Complaints Resolution Unit.
External agencies are not usually available to assist you in the University's internal grievance process as they have their own processes for resolving matters. The agencies that may be able to help or advise you include:
- Anti-Discrimination Board of NSW (opens in a new window)
- Australian Human Rights Commission (opens in a new window)
- eSafety Commissioner (opens in a new window)
- Fairwork Ombudsman (opens in a new window)
- Independent Commission Against Corruption (opens in a new window)
- Information and Privacy Commission (opens in a new window)
- NSW Ombudsman (opens in a new window)
- SafeWork NSW (opens in a new window)