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How to submit student feedback

Procedure for student compliments and general feedback

Submit your compliment and/or general feedback via the Student Feedback - Compliments and Complaints eForm.

Procedures for student complaints

Step 1: What is your complaint about? Is it academic or non-academic? If you are unsure, review the self-help checklist to ensure you are directing your complaint correctly or whether your issue can be resolved in another way.

If you feel dissatisfied about a university related experience or feel that you have been treated unfairly or adversely affected in some way, you are advised to raise the matter directly with the person most concerned or with the appropriate supervisor of that person. It is in everyone's interests that low level or information resolution is considered as the first option of complaint resolution.
Step 2: If you are not satisfied with the outcome OR you wish to persue a complaint through the official complaint process, you can submit a written complaint. This is undertaken as part of the official student complaints process as indicated within the CQUniversity Student Complaints Policy and Procedures. If you have attempted to have resolved the complaint informally in the first instance, ensure you keep records of any informal complaint resolution to accompany your written complaint.

To submit your written complaint, do so via the Student Feedback - Compliments and Complaints eForm or in writing to the University Secretary.

In your written complaint, either via the Student Feedback - Compliments and Complaints eForm or letter to the University Secretary you must ensure that you include relevant identifying details such as:
  • your student number;
  • your name;
  • your contact number and student email;
  • if related to a course or program, the course code or program details;
  • your campus;
  • the nature of the complaint;
  • a summary of any action previously taken to resolve the complaint; and
  • an indication of what outcome the student is seeking.
Step 3: Your complaint will then follow the timeframes and flowchart for student complaint handling.

Please note that when a complaint is lodged, you will automatically receive an acknowledgement of your complaint that includes a link to the policy.
Step 4: The complaints process will begin within 10 working days of the university receiving the online complaint and all relevant information. However, please be mindful that investigation and any further action will depend on the nature and seriousness of the case. Students will receive updates on their complaint as it progresses.

You may be contacted to seek further information about a complaint and/or referred to the appropriate university policy or support services.
Step 5: Full investigation of the complaint and resolution will happen within 20 days of the complaint being lodged online. Students will be advised of the outcome of their complaint via their student email account.
Step 6: If students are not satisfied with the resolution, students must advise the University Secretary within 10 days of the resolution being received that they request their complaint and resolution to be reviewed.
Step 7: The students complaint will then go back through the complaint process and students will be advised whether there is a change in resolution or whether the original resolution remains the same. If students are still not satisfied, they will need to advise the University Secretary within 10 days of the resolution being received and will be advised of the Internal Appeals process.