Step 2 - Formal complaints

If you have not been able to resolve your complaint informally, or do not wish to discuss your complaint informally, you can make a formal complaint in writing.

How to make a formal complaint

You can make a formal complaint in writing using the form Lodge a Student Complaint in Service One.

If you are seeking to dispute or contest a formal decision by a University Committee or decision-maker, you should follow Step 3 – Review. You can seek a request for review of the formal decision by submitting a form Request a Review of Decision (Student) in Service One.

Examples of reviewable decisions.

Student Policy and Integrity Services manage the formal complaint, review and appeal process. We will receive your formal complaint and send it to the relevant staff member for investigation

You will receive a response to your complaint in a timely manner.

The response will include the reason for the decision and information on further options for appeal, if required.

If your complaint is regarding sexual harassment or sexual assault, you are encouraged to go to the Safety on campus webpage in the first instance for information and support options including how to report an incident.

Submit a complaint in Service One (search for the form Lodge a Student Complaint)

Submit a complaint (Student use only)

Can I make a formal complaint directly to my College?

Flinders has a central lodgement point for all complaints. You must lodge your complaint using the student complaint form.

Student Policy and Integrity Services will assess and send your complaint to the correct person to investigate, and make sure that all timelines are met.

Please note that if you send your complaint to the incorrect staff member it may take longer to investigate and resolve.

What happens when I lodge a complaint?

When you lodge a formal complaint, it will be managed by Student Policy and Integrity services in the following way:

Acknowledgement

After you lodge a complaint, you will receive an email acknowledgement from us in a timely manner following receipt.

Initial assessment

Student Policy and Integrity Services will conduct an initial assessment of your complaint and will contact you if:

you need to provide more information or documentation
your complaint is best dealt with by a different University process or service

After completing the initial assessment, we will advise you of the outcome and the next steps in the complaint process.

Please note that your complaint will not be investigated further if it is found to be frivolous or vexatious.

Investigation

We will send your complaint to the relevant College or University service so that they can conduct an investigation. We will send you an email confirming that your complaint has been sent to the College/University service.

Please note you can withdraw your complaint at any time by contacting Student Policy and Integrity Services. There may be instances where the University may continue to investigate a matter after the complaint has been withdrawn. The University will contact you in such circumstances.

You have the right to have a support person with you at any meetings or hearings related to the complaint. You can nominate your own support person, other than a practicing legal practitioner

Response

You will normally receive a response from the College/University service within 28 University business days from the time the complaint was lodged. If the investigation takes longer, the person who is managing your complaint will give you regular updates on the progress.

The response to your complaint will notify you of the outcome, reasons for the outcome and any proposed actions to follow.

If your complaint is substantiated you will be advised how your issue will be resolved. If your complaint is unsuccessful you will be advised about how to make a request for a review of the decision.

Need support?

Student Assist at Flinders University Student Association (FUSA) provides free, independent and confidential advocacy and support to help you resolve your complaint informally, or to help you lodge a formal complaint, request for review or appeal.

The Student Equal Opportunity Advisor can provide you with advice on your options on making a complaint concerning unlawful discrimination, harassment or bullying.

Flinders University does not tolerate sexual harassment and sexual assault. For more information visit Safety and Respect at Flinders.

If you are experiencing stress, health issues or you would like to receive some counselling support during the complaints or appeals process you can contact Health, Counselling and Disability Services. There is an out-of-hours crisis line available on 1300 512 409.