Complaints and Feedback

Your complaint will be reviewed and assessed by an experienced Case Manager. Your complaint may also be referred to another area of the University for review and/or decision 

Your case manager will look at relevant University records, policies, and any evidence you provide. They may also contact other areas of the University for expert advice. If your complaint is about the behaviour of another person, you may be asked to provide a statement to ensure all relevant information is obtained.

We will provide regular updates on the management of your complaint by email. Records of phone calls will be sent to you by email and added to your file. The outcome of your complaint, including reasons will be provided to you in writing. 

We aim to get an outcome to you within twenty working days. If your complaint is complex or involves the behaviour of, or decisions of others, it may take longer, however you will be kept updated.

All students and staff of the University are bound by the principles and values outlined by the University. This means that you have a right to expect to be treated without bias or fear of retribution. It is not reasonable for any student or staff member of the University to act in a way that breaches University policy or the law.

Policies that cover behaviour and protection from reprisals include the Student Code of Conduct, Code of Conduct (for staff) , the Bullying Prevention Guidelines and the Bullying Prevention Policy.

General information about Procedural fairness is contained in the Guidelines on Procedural Fairness and Good Decision-Making.

When you bring a matter to the CRU you will receive acknowledgement of your concerns in writing (generally by email). This will usually include the name of the person who will be managing your matter and in most cases will advise you of the preliminary steps that will be taken.

If you are a student, we must communicate with you via your official Western Sydney University student email account.

You should also be supplied with information about where to get support if you need it.

You can make a complaint on behalf of another person provided the person gives express written consent for you to act on their behalf. We are unable to discuss or disclose any information with a third party without permission. This includes parents or siblings of students or members of staff.

We will only accept a written form of consent that is specific to the complaint, ie it must mention:

• the nature of the complaint
• the full name of the person who will act as the representative/agent in the complaints process
• any limitations on the consent (ie time or otherwise)
• the consent must be dated

If you think a member of staff may be involved in activities that constitute serious wrongdoing like corruption, fraud, maladministration, or a serious breach of policy, the matter may be dealt with as a Whistleblowing Public Interest Disclosure (PID).

The University has a policy on Whistleblowing and how to make a Public Interest Disclosure.

You can bring your concerns to the head of the Complaints Resolution Unit (the Associate Director of CRU), your manager, or another Public Disclosures Officer in the University. PIDs are managed in accordance with legislation and appropriate processes and protections are offered for the person or persons making the disclosure.

Public Interest Disclosures can only be made by staff. Students who have similar concerns must use the complaints process.

The NSW Ombudsman also provides information about reporting serious wrongdoing within an organisation.

If you are concerned about the immediate safety of a person or property, contact Campus Safety & Security or the NSW Police.

Any information you provide to assist us with the management of your complaint will be recorded in our Complaints Management System and in TRIM, the University's records management system. The information in these systems is secure and is managed in accordance with privacy legislation and the NSW State Records Act (1998).

The University has policies on privacy and on the management of university records.

The information you provide to us will not be disclosed to a third party, except for the purposes of managing your complaint or to comply with law.

You can seek support from the University’s Counselling Service. You may also be eligible for Advocacy support through Student Welfare. Details of these services are available on the University’s website at: Student Support.

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. There is generally no cost to lodge a complaint or appeal with an external agency, however complainants should check with the external agency directly. The agencies that may be able to help or advise you include:

Anti-Discrimination Board of NSW
Australian Human Rights Commission
Independent Commission Against Corruption
WorkCover NSW
NSW Ombudsman
NSW Privacy Commissioner
Fair Work Ombudsman
eSafety Commissioner
National Student Ombudsman

You can approach an external agency for review, including the NSW Ombudsman. A list of relevant agencies are available below:

Anti-Discrimination Board of NSW
Australian Human Rights Commission
Independent Commission Against Corruption
WorkCover NSW
NSW Ombudsman
NSW Privacy Commissioner
Fair Work Ombudsman
eSafety Commissioner
National Student Ombudsman