The University and Faculty is committed to addressing student grievances sensitively and
promptly. Coursework students (undergraduate or postgraduate) should refer to the
UNSW
Grievance Resolution for Students, while Research students should refer to the
UNSW
Grievance Resolution for Research Students.
Step 1 – Talk to the person concerned
The first step in any grievance or complaint about a staff member at COFA is to try to resolve the issue with the person concerned. This is appropriate whether it is a complaint about a mark or an overall grade, or an event in a class, or a difficulty in your program. Talk to the lecturer, tutor, coordinator, or technical officer involved, and within 2 weeks of the event that has caused you concern.
Step 2 – Talk to the School Grievance Officer
If you feel that your grievance hasn’t been resolved and the complaint refers to an academic issue, then your second step is to approach the Grievance Officer in the School concerned. The School Executive Assistants can direct you to the right person. The Grievance Officer will assist you in resolving the issue with the staff member involved.
Step 3 – Write to a COFA Senior Officer
If you still feel that your grievance hasn’t been satisfactorily resolved or the issue doesn’t relate to an academic staff member, then you can approach a senior officer in the Faculty and lodge a formal complaint. This should be done in writing within a month, with all relevant information attached.
Senior Officers for COFA are: Heads of School, Associate Dean (Academic), Associate Dean (Research), and Dean.
The Senior Officer will consult and take action to achieve an appropriate and fair resolution of the complaint, and will respond in writing within 20 working days.
Step 4 – Appeal to the Director, UNSW Student Services
If you still feel dissatisfied you can lodge a request for consideration of the matter by the Director, UNSW Student Services (+61 2 9385 3099 / j.gatwood@unsw.edu.au) within 10 days of the notification in step 3.
Step 5 – Final appeal
A student still dissatisfied after step 4 can appeal on the basis of being denied due process during the grievance resolution process by writing to the Presiding Member of the Undergraduate Studies Committee or the Presiding Member of the Postgraduate Coursework Committee within 10 days of receiving notification under step 4.