1. The purpose of our procedure
This procedure outlines the steps that prospective, current and past students must take to raise an informal or formal student complaint about an aspect of their experience at Adelaide University or with agents or other related parties who act on behalf of the University.
It outlines the mechanisms we use to resolve student complaints, continuously improve our student complaint resolution processes, and inform the continuous improvement of other Adelaide University services and processes.
Please read this procedure in conjunction with the Student Complaints and Appeals Policy.
2. Who our procedure applies to
2.1 Inclusions
Our procedure applies to:
- prospective, current and past students (complainants) who, in the course of their interactions with Adelaide University or with agents or other related parties who act on behalf of the University, wish to complain about an aspect of their experience
- student complaints about an experience of University services, facilities or education, or about a decision that is not an appealable decision under our Student Appeals Procedure
- complaint respondents and Adelaide University staff with responsibility for handling or managing an informal or formal student complaint.
2.2 Exclusions
This procedure does not apply to:
- allegations of student or staff misconduct, which are covered by our [Student Misconduct Procedure] and our [Staff Misconduct Procedure], respectively
- disclosures or reports of sexual assault or sexual harassment, which are covered by our [Gender-Based Violence and Sexual Harm Procedure]
- formal decision reviews or student appeals, which are covered by our Student Appeals Procedure
- matters under the jurisdiction of external regulators
- past students where more than 12 months have passed since the relevant experience or decision occured
- requests for information, including under the Freedom of Information Act 1982 (FOI Act) (Cth)
- student complaints that must be considered under another University policy or procedure.
This procedure authorises the Executive Director - Student and Academic Services to maintain associated protocols.
3. Our Student Complaints Resolution procedure
For each of the complaint resolution processes described in this procedure, visit the [Student Complaints and Appeals] webpages for process maps and further guidance, including about support services, complaint lodgement and resolution timeframes, and relevant contact details and online forms.
3.1 Complaints that can be raised under this procedure
Complaints concerning any aspect of a complainant’s experience at Adelaide University or with agents or other parties acting on behalf of the University can be raised under this procedure, unless expressly excluded (see Section 2.2).
We will not progress a complaint found to have arisen due to a complainant failing to read and act upon a notice or correspondence sent to them via a student, or other designated, email account or via another official Adelaide
University communication channel, having been given fair time and opportunity to do so.
3.2 How we approach joint complaints and individual complaints about the same matter
Complainants may raise a complaint jointly. Where multiple individuals raise separate complaints about the same matter, we may consider and investigate them together, where appropriate and in line with confidentiality obligations.
3.3 How we enable students to give feedback
We welcome student feedback about any aspect of their experience at the University. We encourage students to use available feedback mechanisms, including course and program experience surveys. Students who do not wish to make an informal or formal complaint under this procedure may provide feedback through an appropriate channel.
3.4 How a complainant may raise an informal complaint
We encourage informal and early resolution of student complaints within the local area, where possible.
A complainant seeking to resolve a complaint informally may raise it with a relevant staff member in the local area in person, by phone or by email.
If a complaint is resolved informally to the complainant’s satisfaction and agreed actions are implemented, no further action under this procedure is required by either the complainant or the respondent, other than that a record of the resolution is retained.
3.5 How we maintain confidentiality and seek a complainant’s informed consent to share information confidentially
We inform complainants at the outset that their personal information will be handled in accordance with Adelaide University’s Privacy Policy.
We treat matters in the strictest confidence and only disclose information where necessary to assess or resolve the complaint, or to meet legal obligations.
We seek a complainant’s consent, via the student complaint lodgement form, for information they provide to be shared confidentially with others involved in the resolution process.
3.6 How we approach anonymous complaints
We accept anonymous complaints and take reasonable steps to address them. We inform complainants, including via our [Student Complaints and Appeals] webpages and online complaint lodgement form, that raising a complaint anonymously may affect our ability to investigate or resolve it.
3.7 How we ensure complainants can access advocacy and support
Complainants are entitled to draw on our advocacy and support services at any stage in the complaint resolution process, and we encourage them to do so. We direct complainants to information about relevant internal services such as our Student Care Advocates and, where appropriate, to relevant external services. Complainants may bring a support person with them when attending meetings with the University during the complaint process.
3.8 Our formal complaint resolution process
A complainant may lodge a formal complaint directly or following an informal complaint that has not been resolved to their satisfaction.
Our formal student complaint resolution process comprises three main steps:
- a complainant lodges their complaint
- staff in our Student Assist team undertake a preliminary assessment. They may resolve the complaint rapidly, refer it for assessment by a complaint manager in the relevant local area, or initiate a formal investigation
- a resolution process is initiated. There are four stages during the complaint resolution process at which a resolution may be reached (‘resolution points’). When a complaint has been resolved we lodge a written record of the case on our student complaint management system and inform the complainant, respondent and, where appropriate, the respondent’s manager, in writing (subject to relevant privacy obligations) of:
- the resolution and reasons for it, including whether the complaint was referred to another individual or body o any actions to be taken as part of the resolution and by whom
- the complainant’s options for seeking review of the complaint resolution if they are not satisfied with it.
At any point during the process, where staff receive information that suggests possible misconduct by a respondent or other person, they will refer the information to the relevant area under our [Staff Misconduct Procedure], [Student Misconduct Procedure] or another procedure as appropriate to the circumstances.
3.8.1 Lodgement of a complaint
The complainant must lodge their complaint within 20 working days of the date of the experience that gave rise to it. We may accept late lodgements where a complainant demonstrates that extenuating circumstances prevented them from making a timely lodgement and they have since lodged their complaint at the earliest opportunity.
A complainant may lodge their complaint directly via the complaint lodgement online form accessed via our Student Forms webpage. Alternatively, they may raise it with Student Assist in person, by phone, email or mail. Student Assist staff will usually direct them to use the online lodgement form and will assist them to do so if required. The complainant may seek assistance from a Student Care Advocate to complete and lodge their complaint form.
The complainant should provide a clear, written statement setting out all relevant information about their complaint and include a statement of the resolution they seek. They should attach relevant supporting documentation.
3.8.2 Assessment of a complaint
We will begin assessment of a complaint within 10 working days of it being lodged in accordance with this procedure and aim to resolve it as soon as practicable. Where an expected timeframe for resolution is likely to be exceeded because of the complexity of the matter, we will inform the complainant and the respondent of progress, set an adjusted timeframe, and provide progress updates at agreed intervals.
A Student Assist complaint handler will:
- acknowledge receipt of the complaint to the complainant
- direct the complainant to information about the complaint assessment and resolution process, the scope of what can be considered through the process and potential resolutions
- refer the complainant to relevant student support services, including our Student Care Advocates
- inform the respondent that the complaint has been received and advise them of the process that will be followed and of any relevant staff support mechanisms.
Where a complaint relates to a matter outside of this procedure, the complaint handler will advise the complainant and respondent and refer it to the appropriate area.
3.8.3 Complaint resolution process
Resolution point 1: Where a complaint handler considers that a quick resolution may be possible, they will seek to resolve the complaint directly.
Resolution point 2: Where a resolution is not established at this point, the complaint handler will refer the complaint to a complaint manager and inform the complainant and respondent of the referral.
The complaint manager will assess the complaint and will aim to reach a resolution within 10 working days of referral. They will gather and assess the information and documentation necessary to fully consider it and possible resolutions. They may:
- consult with the complainant and respondent
- seek confidential advice from other University services or staff (for example, where a complaint is sensitive, such as concerning genderbased violence).
Resolution point 3: The complaint manager may determine that a formal investigation is required to assist with the complaint resolution process. They will aim to establish the resolution of a formal investigation within 20 working days of referral.
The complaint manager will:
- engage an appropriate internal investigator (a senior University staff member who may be within or independent of the respondent’s area) or, where appropriate, an external investigator
- offer the complainant the option to meet with the investigator and provide at least five working days’ notice of the meeting time and location via their student or other designated email account
- inform the complainant that they may bring a support person, who may be a Student Care Advocate, when meeting with the complaint manager and/or investigator.
The investigator will assess all available information and documentation and present the outcomes to the complaint manager for their consideration.
Resolution point 4: A complainant who believes the resolution of their complaint is incorrect because we have not followed our stated procedures, or because substantial new evidence is available, may request an internal review.
We will not consider requests for an internal review that are made on the sole grounds that the complainant did not receive their preferred outcome.
A complainant must request an internal review within 20 working days of the complaint resolution. They may direct their request to the complaint manager in person, by phone, email or mail. If they make their request in person or by phone, the complaint manager will create a written record of it.
The complainant must respond to the resolution and explain why they are seeking an internal review.
A senior complaint handler will commence assessment of the review request within 10 working days and will aim to finalise the outcome within 20 working days. The senior complaint handler will:
- assess whether there are grounds for a review and whether any actions are required
- meet with the complainant to clarify their request, and/or with the original complaint manager or seek information from them
- liaise with a designated senior complaint manager from the relevant local area
- provide the complainant with at least five working days’ notice of a meeting time and location via their student or other designated email account
- inform the complainant that they may bring a support person to a meeting, such as a Student Care Advocate
- provide regular updates to all parties at agreed intervals and advise the complainant and respondent promptly, in writing via an Adelaide University email account, of the internal review outcome and the reasons for it
- advise the complainant of their options for an external review of the outcome if they remain dissatisfied.
3.9 Our guidance on external review
A complainant is entitled to seek external review following the final outcome of an internal complaint resolution process. We encourage complainants to contact the Adelaide University Student Ombud to discuss their complaint before raising it with an external agency. The Student Ombud is authorised to respond to student complaints after all internal complaint processes have been exhausted.
We will advise a complainant, within 10 working days of concluding the internal complaint process, of how to access the National Student Ombudsman and other available external avenues of complaint resolution as appropriate. In most cases, the purpose of an external review is to consider whether an institution has followed its relevant policies and procedures, rather than determine a resolution in its place.
3.10 Our approach to the withdrawal of a complaint
A complainant may withdraw their complaint at any time.
They must communicate their withdrawal of a formal complaint in writing to the staff member managing the complaint, who will inform all parties.
We reserve the right to continue to investigate a withdrawn complaint and to act in response to the outcome of investigations, if this aligns with our broader duty of care and responsibilities.
3.11 Our record-keeping processes
We maintain a written record of all formal student complaints on our student complaint management system, including all relevant documentation, the resolution (including withdrawals) and any follow-up actions.
3.12 Our approach to continuous improvement
We use information provided by complainants during a complaint process as feedback to inform continuous improvement of Adelaide University services and processes. We review complaints data regularly. We report deidentified data analysis and how we are addressing complaints trends and issues to relevant University governance forums for review.
To inform the continuous improvement of our student complaint mechanisms, we routinely monitor them and encourage complainants to provide written feedback on their experience.
Adelaide University Council and Academic Board receive a report every six months. The report includes:
- de-identified analysis of student complaint trends
- identification of underlying causes of trends and actions taken to address them
- description of the review and improvement activities undertaken relating to student complaint management.
4. Who holds a responsibility within this procedure
Refer to the Delegation Policy for all delegations at Adelaide University.
4.1 Complainants are required to:
- follow the relevant processes outlined in this procedure and set out in further detail in the [Student Complaints and Appeals] webpages
- adhere to designated complaint submission timeframes.
4.2 Respondents and staff responsible for handling and managing complaints are required to:
- follow the relevant processes as outlined in this procedure and set out in further detail in our [Student Complaints and Appeals] webpages
- adhere to designated service delivery and complaint resolution timeframes.
Responsible staff include:
- complaint handlers:
- Student Assist staff assigned to review formal student complaints submitted centrally and authorised to seek to resolve them directly or refer them to a complaint manager
- senior complaint handlers:
- Student Governance staff who maintain central oversight of an internal review of a complaint resolution and work with the senior complaint manager
- complaint managers:
- staff in the relevant local area of the University who assess a formal student complaint relevant to their area, appoint an investigator in the case of a formal investigation, and determine a complaint resolution. They may be the respondent’s manager or be responsible for the area that is the subject of the complaint
- senior complaint managers:
- senior managers in or with responsibility for the relevant local area of the University who undertake an internal review of a student complaint resolution.
4.3 The Adelaide University Student Ombud may:
- investigate matters if raised with them by a complainant, once all internal complaint processes have been exhausted.
5. Definitions used in our procedure
Please refer to our Adelaide University glossary for a full list of our definitions.
Appealable decision means a decision made by Adelaide University that is eligible to be formally reconsidered under our Student Appeals Procedure.
Complainant means a prospective, current or past student who raises an informal or formal student complaint under Adelaide University’s Student Complaints Resolution Procedure.
Confirmation of Enrolment (CoE) means an official document issued by Adelaide University to international students to confirm enrolment status, required for student visa holders by the Australian Government.
Decision review means a formal reconsideration, requested by a student, of an appealable decision made under an Adelaide University policy or procedure, which is required before proceeding to appeal.
Formal student complaint means a student complaint raised centrally via Student Assist and mediated through Adelaide University’s official internal process of student complaint resolution.
Informal student complaint means a student complaint raised in the local area relevant to the experience that is the subject of the complaint. Informal complaints are not managed through the University’s central process for student complaint resolution.
National Student Ombudsman means the free and independent external service established under the Commonwealth Ombudsman for students to resolve complaints about their higher education provider in Australia.
Prospective means a person who has contacted Adelaide University, or an agent representing Adelaide University, with the intent of becoming a student.
Respondent means an individual with responsibility for the alleged experience that is the subject of a student complaint, or for the appealable decision that is the subject of a student appeal.
Student means a person enrolled in an Enabling Program, award or non-award coursework study, a research program, or a short course or microcredential at Adelaide University.
Student appeal means a formal reconsideration requested by a student of a designated appealable decision made under an Adelaide University policy or procedure.
Student Care Advocate means an Adelaide University Student Association staff member who can provide independent advice, information and support to facilitate informed student engagement with University processes. Student Care Advocates can assist students in preparing informal and formal responses to the University, and can accompany them to any informal or formal University meeting or process. With student consent, they may speak and advocate for students at meetings with the University.
Student complaint means an expression of dissatisfaction by a student about an aspect of their experience at Adelaide University or with agents or other related parties who act on behalf of the University; under our Student Complaints and Appeals Policy, we take the terms ‘complaint’ and ‘grievance’ to be synonymous.
Student Ombud means the Adelaide University staff member who acts as an independent, confidential and impartial dispute resolution officer for students after all other internal complaint processes or avenues of appeal have been exhausted. The role is an ‘advocate for fairness’, not an advocate for an individual or for the University. On some occasions, the Student Ombud may make recommendations to the University for improvements or request reconsiderations of resolutions. The service can offer students an assessment of their complaint or appeal and the extent to which the University has followed its own policies and procedures, before they contact an external agency.
Support person means any individual who is not a legal practitioner who provides support and assistance to a student during a student complaint or appeal process.
Working days means the weekdays from Monday to Friday inclusive, excluding public holidays.
6. How our procedure is governed
This procedure is categorised, approved and owned in line with the governance structure of Adelaide University and the offices and officers listed below.
| Parent policy | Student Complaints and Appeals Policy |
|---|---|
| Policy category | Academic |
| Policy owner | Deputy Vice Chancellor – Student Experience and Success |
| Approving authority | co-Vice Chancellors / Vice Chancellor and President |
| Responsible officer | Executive Director - Student and Academic Services |
| Effective from | 19 December 2025 |
| Review date | 6 months after date this version is approved |
| Enquiries | Interim Central Policy Unit / [Central Policy Unit] staff.policy.enquiries@adelaideuni.edu.au |
| Replaced documents | Nil |
7. Legislation and other documents related to our procedure
Refer to the Delegation Policy for all delegations at Adelaide University.
| Category | Documents |
|---|---|
| Associated procedures | [Gender-Based Violence and Sexual Harm Procedure] [Records Management Procedure] [Staff Misconduct Procedure] [Student Appeals Procedure] [Student Misconduct Procedure] |
| Related policy documents | [Academic Freedom and Freedom of Speech Policy] [Code of Conduct and Values (Staff)] [Student Code of Conduct] [Equity and Inclusion Policy] [Gender-Based Violence and Sexual Harm Policy] [Information Governance Policy] Student Complaints and Appeals Policy |
| Referenced legislation | Freedom of Information Act 1982 (FOI Act) (Cth) Higher Education Standards Framework (Threshold Standards) 2021 Sections 2.3.3, 2.4, 5.3.5, 6.1.1, 6.2.1.j, 7.2.2.f, 7.3.1.l |
| Related legislation |
National Code of Practice for Providers of Education and Training to Overseas Students 2018, Standard 10: Complaints and Appeals (latest version 5 May 2025) Ombudsman Act 1976 (latest version 15 February 2025) |
| External references | Statement of Regulatory Expectations: Student grievance and complaint mechanisms, Tertiary Education Quality and Standards Agency (TEQSA), 3 October 2025 |
8. History of changes
| Date approved | To section/clauses | Description of change |
|---|---|---|
| 28 May 2024 | N/A | New procedure |
| 19 December 2025 | All | Update and revision of the preliminary Adelaide University ‘Go to Market’ Student Complaint Resolution Procedure. |
At the time of writing, Adelaide University’s organisational structure, position titles, and committee names have not been confirmed. Square brackets [ ] indicate placeholders for these details. Brackets are also used to identify policy elements that are subject to further decision-making or confirmation. These will be updated once final decisions are made.