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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.

Procedure for student complaints

Step 1: Informal resolution 
If you feel dissatisfied about a CQUniversity-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.

If you are not sure who to talk to or how to deal directly with a person to resolve a complaint you can seek assistance from any staff member or the Student Ombudsman.
Step 2: If you are not satisfied with the outcome OR you wish to persue a complaint through the formal complaint process, you can submit a written complaint. This is undertaken as part of the official student complaints process as indicated within the Student Feedback - Compliments and Complaints Policy and Procedure. If you have attempted to resolve 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 Director, Governance.

In your written complaint, either via the Student Feedback - Compliments and Complaints eForm or letter to the Director, Governance, you must ensure that you include relevant identifying details such as:
  • your student number
  • your name
  • your contact number and student email address
  • if your complaint is related to a unit or course, the unit code or course 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 you are seeking.

Any supporting documentation, such as emails, should also be provided.

A complaint should generally be be lodged within 12 months of the adverse experience occurring, to ensure the best possible opportunity for resolution.

Step 3: Your complaint will then follow the timeframes and flowchart for student complaint handling that are outlined in the Student Feedback - Compliments and Complaints Policy and Procedure.
       

Please note that when a complaint is lodged, you will automatically receive an acknowledgement of your complaint that includes a link to the policy and procedure.

Step 4: The complaints process will begin within three working days of the University receiving the 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. You will receive updates on your 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 25 days of the complaint being received. You will be advised of the outcome of your complaint via your student email account.
Step 6: If you  are not satisfied with the resolution, you  must advise the Director, Governance within 20 working days of the resolution being received that you request your complaint and resolution to be reviewed.
Step 7: Your complaint will then go back through the complaint process and you will be advised whether there is a change in resolution or whether the original resolution remains. If you are still not satisfied, you may access the external avenues of review available to you.  Please note that these external bodies will normally only review a complaint once all internal avenues of complaint and appeal have been exhausted.