The University recognises that an effective complaints management system will not only improve customer service but will also assist in the identification of systemic and re-occurring administrative problems. The University welcomes all forms of feedback, including complaints, on its services and products. See the Complaints Management policy.

 


Internal review

If you are dissatisfied with how your complaint was managed, most complaints processes have incorporated an internal review process. Please refer to each individual policy and procedure for direction on how to lodge an internal review.

External review

Persons dissatisfied with any action taken in relation to a complaint, after they have exhausted all available avenues of appeal or review within the University, may apply to the Queensland Ombudsman to review the University's decision. The Queensland Ombudsman may investigate complaints about the decisions and actions of the University that may involve maladministration. Maladministration includes a decision or action that is:

  • Unlawful
  • Unfair
  • Unreasonable
  • Improperly discriminatory
  • Based on mistake of fact or law
  • Taken on irrelevant grounds; or
  • Simply wrong

Please refer to the Queensland Ombudsman for further information

Keywords: complaint ; complaints ; grievance ; grievances

Complaints Management section

Other types of complaints