Make a complaint or share feedback

A complaint is how you let us know if you disagree with something or have concerns about your experience at Federation University. It’s a way to provide feedback and seek resolution when things go wrong.

We can only take action on issues we’re aware of and submitting a complaint helps make that possible. This could be about how teaching, administration or research was delivered, the behaviour of a fellow student or staff member, or a negative experience with a third party – like a contractor or partner provider – working on our behalf.

When should you appeal instead

Before submitting a complaint, check if your concern is something that you can appeal.

If you’ve received a decision from the University that you believe is unfair or incorrect, you may be able to appeal it. Not all decisions can be appealed. To find out whether yours qualifies, check the letter or email you received, read about the appeals process and contact Student Advocacy for support. 

If you’re eligible for an appeal, you can follow Federation’s internal appeals process before seeking other options.

If you’re eligible for an appeal, you can follow Federation’s internal appeals process before seeking other options.

Before lodging a formal complaint, it’s worth seeing if the issue can be resolved informally. If it feels safe and appropriate, try speaking directly with the person or team involved. This might be your unit coordinator, course coordinator or academic coordinator – reach out and arrange a time to talk.

Not sure how to approach the conversation? Student Advocacy can help you clarify your concern, prepare for the conversation and even support you during the meeting. Make an appointment if you'd like to chat.

We also recommend keeping a record of everything discussed, this can be important if the issue needs to be escalated later.

If your concern can’t be resolved by speaking with the person or team involved, or if that’s not possible, you can submit a formal complaint online and select 'Make a General Complaint (Level 1)' from the dropdown menu. There’s no cost to do this. 

When submitting your complaint, please provide the following information:

• details of your complaint
• details of the steps you've taken to try and resolve your complaint
• a clear explanation of the proposed outcome you are seeking
• if applicable, copies of all relevant supporting documentation and evidence.

You can also use our letter template (DOCX 15KB) to write your complaint as a Word document and upload it as an attachment.

Please note that if you choose to submit a complaint anonymously, our ability to address your concern may be limited. Without your contact details, we will not be able to provide you with a response. Complaints must be submitted in good faith. Misuse of the complaints process, including inappropriate language or behaviour, may lead to disciplinary action.

If you are unable to submit the form or require assistance with the complaint process, email Student.Integrity@federation.edu.au. 

Once you submit your complaint online, the Student Integrity Office will contact you within 5 university working days.

They’ll confirm whether your complaint will be considered and let you know which staff member it’s been referred to. If you believe that person has a conflict of interest (e.g. they have been involved in the situation already) you can request someone else. Your complaint will then be investigated, with the aim of providing a response within 20 university working days.

It’s natural to worry about the implications of making a complaint – especially if it involves someone you continue to work or study with. Federation University has a strong non-retribution policy. If you feel you’re being treated unfairly after making a complaint, you can make an appointment with Student Advocacy.

If you're not satisfied with the outcome of your complaint, you can request an escalation within 20 university working days of receiving the decision. Use the online complaint form and select 'Escalate a complaint outcome (Level 1 to Level 2)' from the dropdown menu.

Your request will be considered if it meets one or more of the following grounds:

• new relevant evidence
• failure to consider evidence that was available at the time
• failure to follow University policy or procedure
• failure to apply principles of natural justice.

The Student Integrity Office will confirm within 5 working days if your request is accepted. A senior staff member will then investigate with the aim of providing a response within 20 university working days. 

Read the Student Complaints Flowchart (PDF 81KB) to learn more.

If you're not satisfied with the outcome of your escalated complaint, you may be eligible to make an appeal to the Student Appeals Committee. Appeals must be lodged within 30 calendar days of receiving the outcome.

This type of appeal is different from the earlier step in the process, which relates to appealing a University decision. Here, you're specifically appealing the outcome of your complaint.

If there is no right of appeal under University policy, you’ll receive written notice outlining your option to take the matter to an external agency.

Complaints about the administrative actions or decisions of the University can also be made to the National Student Ombudsman at no cost. This is generally considered the office of last resort. If you haven’t followed the steps outlined in the University’s procedures, the Ombudsman may ask you to do so before reviewing your case.

If the concern involves equal opportunity or discrimination matters, you may also seek the advice of the Victorian Equal Opportunity and Human Rights Commission (or the equivalent office in another state) or the Australian Human Rights Commission.