Student Complaints and Feedback
Federation University's Complaints Management Procedure lays out how we resolve student complaints and concerns in a transparent, consistent, fair and timely manner.
You may lodge a student complaint online.
What is a complaint?
A complaint is an expression of dissatisfaction with one or more aspects of a student’s experience with the University or the University environment. These may relate to:
- the performance of academic, teaching, administrative, service or research functions of the university
- the behaviour or actions of another student or staff of the University that contravenes a code of conduct or policy
- a third party such as a partner provider, contractor or agent whe delivers services on behald of the University.
Before lodging a complaint
- Try and resolve the matter directly with the person or area involved (if it is reasonable and appropriate to do so). To do this, please contact the relevant person and arrange a time to discuss your concern. This could be the unit coordinator, course coordinator or academic coordinator. In the first instance. Student Advocacy can help you clarify your issue, prepare for a meeting and/or support you at a meeting.
- Check that there is not an appeal or review process available. Decisions relating to admissions and enrolments, final grades, unsatisfactory progress, student discipline, cheating or plagiarism, may have a review process available. Refer to the appeals webpage or Student Advocacy for more information.
- Read the Complaints Management Procedure.
Once you have completed the above steps, you may complete the University’s online complaint form. You are not required to pay a fee to submit a complaint to the University.
If you are unable to submit the form or require assistance with the complaint process, please contact Student.Integrity@federation.edu.au.
Lodging a Formal Complaint via the Student Integrity Office
If your concern isn't resolved informally to your satisfaction, or there's a compelling reason why you can't raise your concern at a local level, you can submit a formal complaint via the University's online complaint form.
When you submit 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 with copies of all relevant supporting documentation and evidence.
If you are unable to submit the form or require assistance with the complaint process, please contact Student.Integrity@federation.edu.au.
What happens once I have lodged a complaint?
Once you have submitted the online complaints form, you will receive an automated email response. The Student Formal Complaints Flowchart details the steps we will follow once we have received your formal complaint.
Sexual harm or reports of threatening or concerning behaviour
If you are making a disclosure or report of sexual harm, refer to Safer campuses website for information regarding your options and the support services available to you.
The University’s complaints portal is not an emergency service and is not monitored 24/7. If you need emergency assistance, please contact:
- Police on 000
- the Sexual Assault Crisis Line on 1800 806 292
- and/or the National Hotline for Domestic Violence and Sexual Assault on 1800 737 732.
Anonymous complaints
If you submit a complaint anonymously, we may be limited in the actions we can take to resolve your concern. If you do not provide contact information, we will not be able to respond to you.
Good faith
Complaints must be submitted in good faith and include all relevant facts to assist the University to resolve your concern. Inappropriate language and behaviours, or misuse of the complaints process, can lead to disciplinary action.
Non student complaints
The Complaints Management Procedure outlines the University's processes for handling complaints received by members of the public.
External complaints processes
Complaints about the administrative actions and decisions of the University can be made to the Victorian Ombudsman at no cost. Students studying in another state may make a complaint to the equivalent office in that state.
The Ombudsman is generally the office of last resort. If you have not followed the steps in the relevant University procedures, the Ombudsman may ask you to do so before considering your complaint.
If the concern involves equal opportunity or discrimination matters, students may 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.
Feedback
We welcome any feedback that may help us to improve our services. If you have a suggestion or would like to submit a compliment, please do so via the button at the bottom of this page.
Support services
- Student Advocacy can support you during the complaints process and help you to navigate your way around University legislation, policies and procedures.
- Counselling Services provide free and confidential counselling in a supportive and welcoming environment.
- Disability Support Services provides services to students with a disability.