Feedback and complaints

Raising a complaint at Adelaide University

The principles set out in the Student Complaints and Appeals Policy guides how we approach complaints and appeals, including:

• Promoting a positive culture of complaints and appeals
• Managing complaints consistently and fairly, and applying the principle of natural justice
• Being transparent in the process
• Using information from student complaints to drive continuous improvement at Adelaide University.

The Student Complaints Resolution Procedure outlines the steps that prospective, current and past students should take to raise an informal or formal student complaint about an aspect of their experience at Adelaide University. 

Types of complaints

You can lodge a complaint about an aspect of your student experience (that is not an appealable decision), including in relation to:

• Facilities and services
• Administrative matters 
• Your agent or a related third party acting for the University
• Misconduct or unacceptable behaviour (e.g. bullying, discrimination, harassment).

If you are challenging an appealable decision, as set out in the Student Appeals Procedure, you need to follow the review/appeals process.

For feedback on courses and teaching, you are encouraged to access the appropriate feedback mechanisms, including regular course and teaching evaluation surveys.

Support services

Students are encouraged to seek advice at any stage. Support is available from:

• AUSA Student Care Advocates
• Counselling Support
• International Student Support
• Disability Support
• Wirltu Yarlu Student Support Officers (for Indigenous students).

Policy and procedures

Complaints are managed under the Student Complaints and Appeals Policy and Student Complaints Resolution Procedure. The process is impartial, confidential, and available at minimal or no cost. International students are supported throughout, including during internal and external appeals.

Reporting unacceptable conduct

If your complaint involves bullying, discrimination, or harassment, you can report it to the Integrity Unit or we may work with the Integrity Unit to consider the complaint. Anonymous reporting is also available, although our ability to investigate or seek a resolution may be limited.

Students may choose to escalate a complaint to the National Student Ombudsman or another external agency at any time.