Student complaints and appeals

We hope that your time at Flinders University will be rewarding and enjoyable.

While studying with us if you encounter an issue with your course or topic, a University service, or an action or behaviour of another student or a staff member that needs to be resolved, you can request that the specific issue is investigated by following the complaint resolution steps below.

Flinders complaint resolution process

Flinders is committed to providing access to a fair and impartial complaint and appeal resolution process. This process is detailed in the Student Complaints Policy, Student Complaints Procedure, Student Review and Appeal Policy and Student Review and Appeal Procedures.

Flinders will:

take your complaint seriously
treat all parties with fairness and impartiality
resolve your complaint as quickly as possible
apply the principles of procedural fairness
treat your complaint with appropriate confidentiality.

Use the online form to submit a complaint, request for review, or appeal.

How to make a complaint

Complaints at Flinders University are usually managed in the following way:

Step 1 - Informal resolution

Step 2 - Formal complaint

Step 3 - Review

Step 4 - Appeal

Quick links

FAQ's

Student policy guide

Please consult the policies and procedures in the Student Policy Guide as the definitive source of information.

Staff resources - staff only

Contact Student Policy and Integrity Services

Student Policy and Integrity Services:

provides students with information and advice about student related policies and procedures.
manages the central lodgement point for formal student complaints, requests for review and appeals.
undertakes the management of the formal complaint, review and appeal process including assessment of review and appeal requests.

08 8201 5099

[email protected]

Definitions

Informal resolution

Staff and students are expected to try to resolve problems at the local level (if reasonable and appropriate to do so) before making a formal complaint. This usually involves discussing your concerns with the person or area concerned.

Formal complaint

This is the first formal stage of the University’s internal complaints and appeals processes. This requires the lodgement of a formal written statement (via the complaints lodgement process). The statement sets out why you are not satisfied with:

any aspect of your University experience;
a University service or process;
the behaviour of another member of the University community (staff or student)

You are usually expected to have attempted to resolve your concerns at the local level prior to lodging a complaint (where it is reasonable and appropriate do to so).

Review of decision

A review of decision is the second formal stage in the University’s internal complaints and appeals processes. A request for a review of decision can only be made where a formal University decision has already been made. The decision can be either the outcome of a complaint or another formal decision by a University Committee or decision-maker. Reviews are performed by an appropriate senior officer. Examples of reviewable decisions.

Appeal

An appeal is the final stage in the University’s internal complaints and appeals processes. You may lodge an appeal where you are not satisfied with the outcome of a review of decision. An appeal will not be accepted unless a review of decision had already occurred. An appeal can only be made on one or more of the following grounds:

that new and relevant material exists that was not reasonably available to the student before the review decision was made and that would have a significant impact on the decision
that there was a misapplication of policy or procedure resulting in some real disadvantage to the student
that the sanction applied was manifestly excessive, or
that there was a bias or a conflict of interest on the part of the reviewer

Need support?

Student Assist at Flinders University Student Association (FUSA) provides free, independent and confidential advocacy and support to help you resolve your complaint informally, or to help you lodge a formal complaint, request for review or appeal.

The Student Equal Opportunity Advisor can provide you with advice on your options on making a complaint concerning unlawful discrimination, harassment or bullying.

Flinders University does not tolerate sexual harassment and sexual assault. For more information visit Safety and Respect at Flinders.

If you are experiencing stress, health issues or you would like to receive some counselling support during the complaints or appeals process you can contact Health, Counselling and Disability Services. There is an out-of-hours crisis line available on 1300 512 409.