We value student views about what we do well and what we can do better

Your student experience at Griffith should be a positive one, so we regularly use feedback mechanisms to seek your views on University services and the quality of our teachers and courses.

Sometimes expectations may differ between you and the University. To understand what you can expect as a Griffith student and what the University expects of you, please read the Student Charter.

The Student Complaints Policy and Student Complaints Procedure outline the types of issues and the process you should follow for raising concerns about your University experience that does not accord with the expectations set out in the Student Charter.

You can submit a complaint about:

  • an administrative error or decision (that cannot be addressed via the Student Review and Appeals process)
  • treatment as a student
  • quality or delivery of a service
  • conduct of students
  • conduct of staff members or other members of the University community.

Outcomes you can seek:

  • receive an apology
  • correct an error or a record
  • change in conduct by others
  • change in circumstances associated with your studies, including supports or accommodations required
  • have a decision made (excludes academic and administrative decisions addressed under the Student Review and Appeals process)
  • reconsideration of fees and charges
  • improve existing services and processes.

Other concerns

Making a complaint

Resolving a student complaint may involve three steps:

Step 1: Self-guided resolution

Attempt to resolve matters in good faith directly with the relevant person or service area, where it is reasonable and appropriate to do so, before lodging a formal complaint.  If dissatisfied, proceed with Step 2.

Step 2: Make a formal complaint

Lodge a formal complaint to the University via the Student Complaints Form. If dissatisfied, proceed with Step 3.

Step 3: Student Ombudsman referral

Refer the matter to the Student Ombudsman via the Student Ombudsman Referral Form. If dissatisfied, you may seek an external review with the Queensland Ombudsman.

Learn more

Support and advocacy in the student complaints process

If you are unsure how to raise concerns with the relevant person or service area, feel unable to address challenging situations on your own or want assistance putting your case forward to the University, you can seek assistance from student advocates within Griffith's student associations.

Find out more

Student Charter

The Student Charter is a statement of the University’s aspirations and mutual expectations of employees
and students as they work together.

Student Charter

Student Complaints Policy

This policy provides the mechanism for resolving student complaints about the quality of University service and treatment, or the conduct of University staff or students.

Student Complaints Policy

Student Complaints Procedure

This procedure supports the Student Complaints Policy.

Student Complaints Procedure

Information for staff

If you are a staff member addressing and responding to student complaints, visit the Student Complaints Support SharePoint for useful complaint handling information and resources.

Staff resources

Contact us

Former students and public