Student complaints - Conduct and Integrity Office | Planning & Assurance

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class="responsivegrid fixed-width aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--offset--default--0"> <div class="aem-Grid aem-Grid--12 aem-Grid--small--12 aem-Grid--default--12 aem-Grid--medium--12 "> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--offset--default--0"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="hero-standard aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="hero-standard" data-component_id="hero_standard-668222215" data-component_title="Student complaints"> <div class="hero-standard"> <div class="container"> <div class="hero-content"> <div class="hero-unsw-brand has-sub-heading"> <div class="hero-title"> <h1 class="hero-title-large hero-title-heading">Student complaints</h1> <p class="hero-sub-heading"> A complaint is any type of problem, concern or grievance about your studies, student life, the University or the University environment.</p> <div class="hero-cta"> </div> </div> <div class="hero-standard-feed-embed hero-standard-feed-embed--desktop"> <div><div class="cmp-filtered-cards" data-component_type="filtered-cards" data-component_id="Filtered Cards-406358578" data-component_title="Student complaints" data-show-more-clicks="0"> <div class="cmp-filtered-cards__filter-wrapper"> <div class="cmp-filtered-cards__filter"> <div class="cmp-filtered-cards__filter-header"> <div class="cmp-filtered-cards__filter-heading">Personalise</div> <div class="cmp-filtered-cards__filter-showhide"> <button class="cmp-filtered-cards__filter-showhide-button"> <span class="cmp-filtered-cards__filter-show-text">Show filters</span> <span class="cmp-filtered-cards__filter-hide-text">Hide filters</span> </button> </div> </div> <div class="cmp-filtered-cards__filter-dropdowns"></div> </div> </div> </div>  </div> </div> <div class="hero-image "> </div> </div> <div class="hero-backdrop"></div> </div> </div> </div> </span>  </div> <div class="experience-fragment experiencefragment aem-GridColumn aem-GridColumn--default--12"><span data-component_type="experience-fragment" data-component_id="experience_fragment-1377491273" data-component_title="Student complaints"> <div class="xfpage page basicpage"> <div class="xf-content-height"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="sticky-cta aem-GridColumn aem-GridColumn--default--12"> <div class="sticky-cta__content" id="sticky-cta"> <img class="sticky-cta__logo"/> <div class="sticky-cta__tagline">The new UNSW Code of Conduct & Values takes effect from Friday 17th May 2024</div> <a href="/governance/policy/policy-hub/codeofconductandvalues" data-click_category="sticky-cta" data-click_id="sticky-cta-3a69adc3" data-click_title="Sticky notice" class="sticky-cta__cta">Learn more</a> <div class="sticky-cta__close-container tooltip"> <button class="sticky-cta__close-button" aria-controls="sticky-cta"> <img class="sticky-cta__close-icon" src="/etc.clientlibs/unsw-common/clientlibs/unsw-uds-assets/site/styles/src/assets/resources/illustrations/cross-thin.svg" alt="Close"/> </button> <span class="tooltip__text" aria-hidden="true">Close</span> </div> </div> </div> </div> </div></div> </span> </div> <div class="column-layout uds-component padded-left padded-right padded-left__small--0 padded-right__small--0 aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="column-layout" data-component_id="column_layout-230252841" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="videoplayer uds-component section">  <span class="analytics-container" data-component_type="videoplayer" data-component_id="videoplayer_copy-1657382405" data-component_title="Student complaints"> <section class="video player "> <div class="video-player-stream"> <div class="video base "> <div class="video-container hide-pseudo"> <iframe class="youtube-player" id="ytplayer_5c4694fa-2947-43f2-83a4-09348b082118" type="text/html" src="https://www.youtube.com/embed/cQGraTCDzyo?enablejsapi=1&mute=&autoplay=&controls=true&loop=" frameborder="0"></iframe> </div> <div class="video-content-wrapper"> <span class="video-caption">What is (not) a complaint?</span> </div> </div> </div> </section> </span> </div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-804799377" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="column-layout uds-component padded-left padded-right padded-left__small--0 padded-right__small--0 shape-bg-colour--primary-yellow section"> <span data-component_type="column-layout" data-component_id="column_layout-52926861" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-775576712" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> <div class="text uds-component section"> <span data-component_type="text" data-component_id="text-1560601801" data-component_title="Student complaints"> <div class="cmp-text"> <h3>Resolving your complaint聽</h3> <p>In most cases, concerns can be simply and quickly resolved by raising them directly with the person or area responsible. In instances where issues cannot be resolved (see Steps 1 & 2), a complaint can be made (see Step 3).</p> </div> </span> </div> <div class="unsw-brand-button uds-component section"> <div class="unsw-brand-button-container stretch" data-component_type="button" data-component_id="button_copy-1719858724" data-component_title="Student complaints"> <a href="/content/dam/pdfs/unsw-adobe-websites/planning-assurance/conduct-integrity/2024-01-complaints-management-and-investigations-process-diagram.pdf" target="_blank" rel="noopener" data-click_category="button" data-click_id="button-copy-55a1e016" data-click_title="Student complaints" data-click_name="View process diagram" class="uds-brand-button dark fill border text-married text-left large"> <div class="inner"> <div class="text"> View process diagram </div> <div class="icon" role="img"> <i class="fa fa-file-alt" aria-label="View diagram"></i> </div> </div> </a> </div> </div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-528654717" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> </div> </span></div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-1693216560" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> </div> </span></div> <div class="column-layout uds-component padded-left padded-left__small--0 padded-right__small--0 shape-bg-colour--secondary-green shape-bg-window aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="column-layout" data-component_id="column_layout-76242583" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-888227147" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="text uds-component section"> <span data-component_type="text" data-component_id="text-619991600" data-component_title="Student complaints"> <div class="cmp-text"> <h2>Step 1. Try to resolve the issue yourself</h2> </div> </span> </div> <div class="text uds-component section"> <span data-component_type="text" data-component_id="text-1142723978" data-component_title="Student complaints"> <div class="cmp-text"> <p>The University has a range of processes and resources for dealing with common issues experienced by students which can be accessed online.</p> <ul> <li><a href="https://student.unsw.edu.au/results">Review of results</a></li> <li><a href="https://student.unsw.edu.au/fee-remission">Fee remission</a></li> <li><a href="https://www.student.unsw.edu.au/special-consideration">Special consideration</a></li> <li><a href="https://www.unsw.edu.au/governance/policy/policy-hub/codeofconductandvalues">Code of Conduct and Values</a></li> </ul> <p>If you can't find what you are looking for or remain dissatisfied with the outcome of this step, you may wish to proceed to Step 2.</p> </div> </span> </div> <div class="column-layout uds-component section"> <span data-component_type="column-layout" data-component_id="column_layout-148123566" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-276127532" data-component_title="Student complaints"> <div class="cmp-spacer__large"></div> </span> </div> </div> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-1666062407" data-component_title="Student complaints"> <div class="cmp-spacer__large"></div> </span> </div> </div> </div> </span></div> </div> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_940673965_cop-1454195439" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="column-layout uds-component padded-left section"> <span data-component_type="column-layout" data-component_id="column_layout_copy_c-1337432489" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="videoplayer uds-component section">  <span class="analytics-container" data-component_type="videoplayer" data-component_id="videoplayer_copy_cop-1044544381" data-component_title="Student complaints"> <section class="video player "> <div class="video-player-stream"> <div class="video base "> <div class="video-container hide-pseudo"> <iframe class="youtube-player" id="ytplayer_6d39c854-1e5b-4e1d-91e4-59594f042481" type="text/html" src="https://www.youtube.com/embed/zLRUxgHQjBs?enablejsapi=1&mute=&autoplay=&controls=true&loop=" frameborder="0"></iframe> </div> <div class="video-content-wrapper"> <span class="video-caption">How do I make a complaint?</span> </div> </div> </div> </section> </span> </div> </div> </div> </span></div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-1569150978" data-component_title="Student complaints"> <div class="cmp-spacer__xlarge"></div> </span> </div> </div> </div> </span></div> <div class="column-layout uds-component padded-left padded-right padded-left__small--0 padded-right__small--0 shape-bg-window aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="column-layout" data-component_id="column_layout_778903-941021338" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_940673965_cop-2133771041" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="column-layout uds-component padded-right section"> <span data-component_type="column-layout" data-component_id="column_layout-532782527" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="videoplayer uds-component section">  <span class="analytics-container" data-component_type="videoplayer" data-component_id="videoplayer_copy_cop-1374905945" data-component_title="Student complaints"> <section class="video player "> <div class="video-player-stream"> <div class="video base "> <div class="video-container hide-pseudo"> <iframe class="youtube-player" id="ytplayer_4da7bce3-954d-4642-8bf3-5bf06399e451" type="text/html" src="https://www.youtube.com/embed/oU1mspnFekY?enablejsapi=1&mute=&autoplay=&controls=true&loop=" frameborder="0"></iframe> </div> <div class="video-content-wrapper"> <span class="video-caption">How will my complaint be resolved?</span> </div> </div> </div> </section> </span> </div> </div> </div> </span></div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-1020868724" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-1009357311" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="text uds-component section"> <span data-component_type="text" data-component_id="text-291572736" data-component_title="Student complaints"> <div class="cmp-text"> <h2>Step 2. Speak to someone</h2> <p>Complaints are often resolved quickly and satisfactorily through University Assisted Resolution. This usually involves raising the issue with staff closest to the matter. You will not suffer detriment or disadvantage as a direct result of raising your concern with the University.<br /> </p> <p>If your issue relates to a course you are taking, the first step is to speak with your course tutor or coordinator. If you are not comfortable having a conversation with course staff for any reason, Schools have a Grievance Officer whose role is to assist you with any issues related to your studies at UNSW. Below are some tips on who to contact and what to say:</p> </div> </span> </div> <div class="accordion uds-component section"> <span data-component_type="accordion" data-component_id="accordion-179363085" data-component_title="Student complaints"> <section class="accordion"> <ul> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="44facce7-f451-4676-a226-68e010144624" data-click_category="accordion" data-click_id="accordion-bd86eca1" data-click_title="Student complaints" data-click_name="Who to contact"> <div class="accordion-item-heading"> Who to contact </div> <span class="accordion-item-button"></span> </button> <div id="44facce7-f451-4676-a226-68e010144624" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="accordion_item-1560943603" data-component_title="Student complaints"> <div class="cmp-text"> <p>Depending on the nature of the complaint, relevant staff members may include:</p> <ul> <li>Staff at the Faculty Student Centre</li> <li>Manager of Student Administration (not Faculty based)</li> <li>Course Coordinator</li> <li><a href="/planning-assurance/conduct-integrity/contact-us#resourcesforstudents" data-click_category="TextComponentRichText" data-click_id="text_School Grievance Officer" data-click_title="RichText" data-click_name="School Grievance Officer">School Grievance Officer</a></li> <li>Head of School</li> </ul> <p>If you are a Higher Degree Research Student, relevant staff members may include:</p> <ul> <li>Your supervisor</li> <li>School Postgraduate Coordinator or Head of School</li> <li>Associate Dean Research or Director of Postgraduate Research in your Faculty</li> <li>Dean of Graduate Research</li> </ul> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-1224265966" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="11df14b4-1010-4c9c-995d-85e4d71c1777" data-click_category="accordion" data-click_id="accordion-6345232c" data-click_title="Student complaints" data-click_name="What to say"> <div class="accordion-item-heading"> What to say </div> <span class="accordion-item-button"></span> </button> <div id="11df14b4-1010-4c9c-995d-85e4d71c1777" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="accordion_item-563871251" data-component_title="Student complaints"> <div class="cmp-text"> <p>When sending an email to the relevant staff member, be sure to include the following details</p> <ul> <li>Context.<ul> <li>Explain what your complaint is.<ul> <li>Does it involve a staff member, a course, a piece of assessment, or a service provided?</li> </ul> </li> </ul> </li> <li>Reason.<ul> <li>Explain the reasons why you think the decision or action you are complaining about is unfair or wrong<ul> <li>Does it break any codes or policies</li> </ul> </li> </ul> </li> <li>Solution.<ul> <li>Think about what outcome you are seeking.<ul> <li>What would resolve your complaint?</li> </ul> </li> </ul> </li> </ul> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-930862959" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="7cb200e5-dd19-404e-aa05-ffb0fdcea56e" data-click_category="accordion" data-click_id="accordion-ef7ecae7" data-click_title="Student complaints" data-click_name="Further support"> <div class="accordion-item-heading"> Further support </div> <span class="accordion-item-button"></span> </button> <div id="7cb200e5-dd19-404e-aa05-ffb0fdcea56e" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="accordion_item-433201101" data-component_title="Student complaints"> <div class="cmp-text"> <p>You can access further support through Arc</p> <p><a href="https://www.arc.unsw.edu.au/help" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_<span class="uds-button secondary">Contact Arc</span>" data-click_title="RichText" data-click_name="<span class="uds-button secondary">Contact Arc</span>"><span class="uds-button secondary">Contact Arc</span></a></p> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-637459952" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> </ul> </section> </span> </div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-510334547" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> </div> </span></div> <div class="column-layout uds-component padded-left padded-right padded-left__small--0 padded-right__small--0 shape-bg-colour--primary-indigo shape-bg-window aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="column-layout" data-component_id="column_layout-2005484598" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-2065632368" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="text uds-component section"> <span data-component_type="text" data-component_id="text_copy-1076804802" data-component_title="Student complaints"> <div class="cmp-text"> <h2>Step 3. Make a complaint</h2> <p>If you have tried Steps 1 and 2 and your concerns have not been resolved, you can lodge聽a聽complaint here.</p> <p>Below are some tips when making your聽complaint.</p> <ul> <li>Be timely.聽The聽<a href="/content/dam/pdfs/governance/policy/2022-01-policies/complaintsmanagementandinvestigations.pdf" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_Complaints Management &amp; Investigations Policy &amp; Procedure (please confirm link)" data-click_title="RichText" data-click_name="Complaints Management &amp; Investigations Policy &amp; Procedure (please confirm link)">Complaints Management & Investigations Policy & Procedure</a>聽requires that you must lodge a complaint within 12 months of becoming aware of the issue. The sooner you lodge a complaint, the quicker the issue can be considered and hopefully resolved.聽<strong>For complaints and reports submitted prior to 12 February 2024, please refer to the relevant <a href="/governance/policy/browse-a-z/archivedpolicy" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_complaint and misconduct procedures" data-click_title="RichText" data-click_name="complaint and misconduct procedures">complaint and misconduct procedures</a>.</strong><br /> </li> <li>Provide evidence.聽To better support your claim, include as much evidence as possible. This might include copies of email exchanges, notes of discussions you had, assessment pieces or marking schemes. The university will assess your complaint and may request more detail from you to assist in deciding how to handle the issues you raise<br /> </li> <li>Be respectful.聽You might be dissatisfied about something, but please be mindful in communicating your concerns with courtesy and respect to the complaint handlers assigned to your case. They are available to respond to any questions you have about the complaint process.</li> </ul> <p>The University respects the wishes of those wanting to remain anonymous. However, please keep in mind聽the University鈥檚 ability to investigate an anonymous complaint may be limited and you will also not be provided the outcome of your complaint.</p> </div> </span> </div> <div class="unsw-brand-button uds-component section"> <div class="unsw-brand-button-container left" data-component_type="button" data-component_id="cta_button_copy-1899666459" data-component_title="Student complaints"> <a href="https://unsw.caseiq.app/login" target="_blank" rel="noopener" data-click_category="button" data-click_id="cta-button-copy-f56804dd" data-click_title="Student complaints" data-click_name="Staff & student" data-internal_link_offset="-100" class="uds-brand-button light fill border large"> <div class="inner"> <div class="text"> Staff & student </div> <div class="icon" role="img"> <i class="fa fa-external-link-alt" aria-label="Opens in a new window"></i> </div> </div> </a> <a href="https://unsw.caseiq.app/portal" target="_blank" rel="noopener" data-click_category="button" data-click_id="cta-button-copy-d8b99b79" data-click_title="Student complaints" data-click_name="General public" data-internal_link_offset="-100" class="uds-brand-button light fill border large"> <div class="inner"> <div class="text"> General public </div> <div class="icon" role="img"> <i class="fa fa-external-link-alt" aria-label="Opens in a new window"></i> </div> </div> </a> <a href="https://unsw.caseiq.app/portal" target="_blank" rel="noopener" data-click_category="button" data-click_id="cta-button-copy-4e899c0e" data-click_title="Student complaints" data-click_name="Anonymously" data-internal_link_offset="-100" class="uds-brand-button light fill border large"> <div class="inner"> <div class="text"> Anonymously </div> <div class="icon" role="img"> <i class="fa fa-external-link-alt" aria-label="External link icon"></i> </div> </div> </a> </div> </div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy_copy-764872546" data-component_title="Student complaints"> <div class="cmp-spacer__large"></div> </span> </div> </div> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_940673965_cop-847547972" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="column-layout uds-component padded-left section"> <span data-component_type="column-layout" data-component_id="column_layout_copy-612972232" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--12 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="videoplayer uds-component section">  <span class="analytics-container" data-component_type="videoplayer" data-component_id="videoplayer_copy_cop-943786638" data-component_title="Student complaints"> <section class="video player "> <div class="video-player-stream"> <div class="video base "> <div class="video-container hide-pseudo"> <iframe class="youtube-player" id="ytplayer_a9d775e3-64da-49fb-8227-a7efaeabea31" type="text/html" src="https://www.youtube.com/embed/2MfM5KTrp1I?enablejsapi=1&mute=&autoplay=&controls=true&loop=" frameborder="0"></iframe> </div> <div class="video-content-wrapper"> <span class="video-caption">What happens to my information?</span> </div> </div> </div> </section> </span> </div> </div> </div> </span></div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy_copy-976223459" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> </div> </span></div> <div class="column-layout uds-component padded-right padded-left__small--0 padded-right__small--0 shape-bg-window aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="column-layout" data-component_id="column_layout_778903-487433067" data-component_title="Student complaints"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12"> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_940673965_cop-977036516" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="image uds-component aem-shape-mask-2 section"><span data-component_type="image" data-component_id="image_copy-711145552" data-component_title="Student complaints"> <div> <div> <div class="tpl-image full-width article-image"> <div data-cmp-is="image" data-cmp-src="/content/unsw-sites/au/en/planning-assurance/conduct-integrity/complaints-unsw/student/_jcr_content/root/responsivegrid-layout-fixed-width/responsivegrid-full-top/column_layout_778903_901912003/par_2_1_50/image_copy.coreimg.82{.width}.jpeg/1704955361381/2024-01-school-of-social-sciences-0009-crop.jpeg" data-cmp-widths="335,700,1170,1280,1920" data-asset="/content/dam/images/unsw-wide/planning-assurance/websites/2024-01-conduct-integrity-complaints/2024-01-school-of-social-sciences-0009-crop.jpg" data-title="Social work students society meeting" class="cmp-image" itemscope itemtype="http://schema.org/ImageObject"> <noscript data-cmp-hook-image="noscript"> <img src="/content/unsw-sites/au/en/planning-assurance/conduct-integrity/complaints-unsw/student/_jcr_content/root/responsivegrid-layout-fixed-width/responsivegrid-full-top/column_layout_778903_901912003/par_2_1_50/image_copy.coreimg.jpeg/1704955361381/2024-01-school-of-social-sciences-0009-crop.jpeg" class="cmp-image__image" itemprop="contentUrl" data-cmp-hook-image="image" alt="Social work students society meeting" data-aem-asset-id="986250a8-4f44-4315-a01a-e14be8ebc267" data-trackable="true"/> <meta itemprop="caption"/> </noscript> </div> </div> </div> </div> </span> </div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-208733903" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> <div class="responsivegrid aem-GridColumn--default--none aem-GridColumn aem-GridColumn--default--6 aem-GridColumn--medium--12 aem-GridColumn--small--12 aem-GridColumn--offset--default--0"> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer-1678051644" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> <div class="text uds-component section"> <span data-component_type="text" data-component_id="text-2036260357" data-component_title="Student complaints"> <div class="cmp-text"> <h2>What happens now?</h2> <p>Once you make a complaint online, you will receive acknowledgement within 24 hours. The Conduct and Integrity Office (CIO) will look to resolve the complaints process within 20 to 30 working days.聽Some complaints may take longer and you'll be kept informed.</p> <p>To start, the CIO will assess your complaint to see what steps have been taken at a local level. Except in very serious cases, if you have not attempted to resolve your issue through Steps 1 and 2 above, you will be referred back to the appropriate local area to attempt to resolve the issue.</p> <p>Once the CIO have assessed that you have taken all reasonable attempts to resolve your issue, we will contact you to confirm the issues you are concerned about and the outcomes you are seeking. If the concerns raised cannot be resolved through mediation, the CIO may commence an investigation into your complaint.</p> </div> </span> </div> <div class="accordion uds-component section"> <span data-component_type="accordion" data-component_id="accordion-1705823246" data-component_title="Student complaints"> <section class="accordion"> <ul> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="bda1d2b8-9415-4887-a66f-6a315cfa90e0" data-click_category="accordion" data-click_id="accordion-415afaaf" data-click_title="Student complaints" data-click_name="Request an internal review"> <div class="accordion-item-heading"> Request an internal review </div> <span class="accordion-item-button"></span> </button> <div id="bda1d2b8-9415-4887-a66f-6a315cfa90e0" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="text-325209248" data-component_title="Student complaints"> <div class="cmp-text"> <p>If you are dissatisfied with the way your complaint was handled, you may <a href="https://forms.office.com/Pages/ResponsePage.aspx?id=pM_2PxXn20i44Qhnufn7o_sL1pdEh8BEt8R1kYTEyRFUMUcyUVNKM1MxSkJIVzhVRThUR0k3N0cwUS4u" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_request an Internal Review" data-click_title="RichText" data-click_name="request an Internal Review">request an Internal Review</a>. An Internal Review may only be requested on the grounds of a lack of procedural fairness in the investigation process, or where there is new and compelling information not available at the time of the investigation.</p> <p>You can only request an internal review at the <u>conclusion</u> of the complaints process, and the request must be received within 20 working days of receiving the determination outcome. In exceptional circumstances, the Independent Review Officer (IRO) may extend the deadline of 20 working days following a request for an extension from the student or staff member in writing.</p> <p>It is NOT possible to request an Internal Review on the merits of a decision.</p> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-1094574515" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> <div class="videoplayer uds-component aem-GridColumn aem-GridColumn--default--12">  <span class="analytics-container" data-component_type="videoplayer" data-component_id="videoplayer_copy_cop-21923568" data-component_title="Student complaints"> <section class="video player "> <div class="video-player-stream"> <div class="video base "> <div class="video-container hide-pseudo"> <iframe class="youtube-player" id="ytplayer_4a37e60b-c137-4fbe-9dea-afd35b664169" type="text/html" src="https://www.youtube.com/embed/rVm9Id9QMXo?enablejsapi=1&mute=&autoplay=&controls=true&loop=" frameborder="0"></iframe> </div> <div class="video-content-wrapper"> <span class="video-caption">Will I be treated fairly?</span> </div> </div> </div> </section> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer-1025693025" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> <div class="separator uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="separator" data-component_id="separator-662397936" data-component_title="Student complaints"> <div class="cmp-separator"> <hr class="cmp-separator__horizontal-rule"/> </div> </span> </div> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="text-1117968580" data-component_title="Student complaints"> <div class="cmp-text"> <p>Procedural fairness is about ensuring that:</p> <ul> <li>People are provided with all necessary details of the complaint that has been made against them</li> <li>People are given a proper opportunity to respond to the complaint against them before a decision is made (including as to any mitigating circumstances)</li> <li>Persons involved in deciding an outcome do not have any bias or conflict of interest</li> <li>A decision is based only on relevant evidence.</li> </ul> <p>Once a determination has been聽made by the appropriate decision maker, you may request an Internal Review.</p> <p>For more detailed information, please see the <a href="/content/dam/pdfs/governance/policy/2022-01-policies/complaintsmanagementandinvestigations.pdf" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_Complaints Management &amp; Investigations Policy &amp; Procedure" data-click_title="RichText" data-click_name="Complaints Management &amp; Investigations Policy &amp; Procedure">Complaints Management & Investigations Policy & Procedure</a>.</p> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-779546432" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-1785991054" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="f5aa448f-3f3a-4180-857e-64e49a5a0d3b" data-click_category="accordion" data-click_id="accordion-858b789c" data-click_title="Student complaints" data-click_name="Escalation options"> <div class="accordion-item-heading"> Escalation options </div> <span class="accordion-item-button"></span> </button> <div id="f5aa448f-3f3a-4180-857e-64e49a5a0d3b" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="text-353838399" data-component_title="Student complaints"> <div class="cmp-text"> <p>You can lodge a complaint to an external agency at any time.</p> <p>External agencies include:</p> <ul> <li><a href="https://www.ombo.nsw.gov.au/" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_NSW Ombudsman" data-click_title="RichText" data-click_name="NSW Ombudsman">NSW Ombudsman</a><br /> </li> <li><a href="https://antidiscrimination.nsw.gov.au/" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_Anti-Discrimination Board" data-click_title="RichText" data-click_name="Anti-Discrimination Board">Anti-Discrimination Board</a></li> <li><a href="https://www.humanrights.gov.au/" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_Australian Human Rights Commission" data-click_title="RichText" data-click_name="Australian Human Rights Commission">Australian Human Rights Commission</a></li> <li><a href="http://www.icac.nsw.gov.au/" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_Independent Commission Against Corruption" data-click_title="RichText" data-click_name="Independent Commission Against Corruption">Independent Commission Against Corruption</a></li> <li><a href="https://www.police.nsw.gov.au/" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_NSW Police Force&nbsp;" data-click_title="RichText" data-click_name="NSW Police Force&nbsp;">NSW Police Force聽</a><a href="https://www.police.nsw.gov.au/" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_Information" data-click_title="RichText" data-click_name="Information">Information</a></li> </ul> <p>Please keep in mind that some external agencies may require you to have lodged an internal complaint first.</p> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-801171508" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="5e1894f9-0c13-43a2-b0aa-123ee7ca3bf3" data-click_category="accordion" data-click_id="accordion-afd0b3fe" data-click_title="Student complaints" data-click_name="Withdrawal of complaints"> <div class="accordion-item-heading"> Withdrawal of complaints </div> <span class="accordion-item-button"></span> </button> <div id="5e1894f9-0c13-43a2-b0aa-123ee7ca3bf3" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="text-382467550" data-component_title="Student complaints"> <div class="cmp-text"> <p>You may withdraw your complaint at any time by notifying the University in writing. In most instances the University will take no further action. However, in some circumstances the University may act on matters raised in or related to the complaint or refer the matter to an external agency, where authorised or required to do so by law. In these situations, the University may notify the complainant.</p> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-507768501" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> <li class="accordion-list-item"> <button class="accordion-item single-only" aria-expanded="false" aria-controls="d155d704-b8a5-4a20-992a-fe34a4dfc62f" data-click_category="accordion" data-click_id="accordion-a7b525b1" data-click_title="Student complaints" data-click_name="Confidentiality & Privacy"> <div class="accordion-item-heading"> Confidentiality & Privacy </div> <span class="accordion-item-button"></span> </button> <div id="d155d704-b8a5-4a20-992a-fe34a4dfc62f" class="accordion-content"> <div class="aem-Grid aem-Grid--12 aem-Grid--default--12 "> <div class="text uds-component aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="text" data-component_id="text-411096701" data-component_title="Student complaints"> <div class="cmp-text"> <p>UNSW will maintain a record of all complaints on <a href="/planning-assurance/conduct-integrity#faq" data-click_category="TextComponentRichText" data-click_id="text_Case IQ" data-click_title="RichText" data-click_name="Case IQ">Case IQ</a>, at all stages of the complaints handling process. Records may also be kept of local level complaints. The University respects the wishes of those wanting to remain anonymous. Please keep in mind, however, UNSW's ability to investigate an anonymous complaint may be limited.聽</p> <p>Learn more about <a href="https://www.unsw.edu.au/privacy" target="_blank" data-click_category="TextComponentRichText" data-click_id="text_UNSW's Privacy Statement" data-click_title="RichText" data-click_name="UNSW's Privacy Statement">UNSW's Privacy Statement</a>.聽</p> </div> </span> </div> <div class="spacer aem-GridColumn aem-GridColumn--default--12"> <span data-component_type="spacer" data-component_id="spacer_copy-214365494" data-component_title="Student complaints"> <div class="cmp-spacer__small"></div> </span> </div> </div> </div> </li> </ul> </section> </span> </div> <div class="spacer section"> <span data-component_type="spacer" data-component_id="spacer_copy-301800274" data-component_title="Student complaints"> <div class="cmp-spacer__medium"></div> </span> </div> </div> </div> </span></div> </div> </div> <div class="responsivegrid aem-GridColumn--offset--medium--0 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