Complaints Management and Resolution

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
  • 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.