Purpose of this Form
This form is to be used by students with a current enrolment who want to raise concerns formally regarding:
- their treatment as a student,
- the quality or delivery of a service provided by the University and/or
- conduct of staff or students, which you believe do not accord with the expectations set out in the Student Charter or other Griffith University’s policies and, which are not more than 12 months old, unless there are extenuating circumstances.
This form does not apply to complaints involving:
- dissatisfaction with University academic or administrative decisions, which are addressed through the Student Review and Appeals Policy and the Student Review and Appeals Procedures.
- allegations of sexual assault, sexual harassment, bullying, harassment and discrimination by a staff member, which are addressed through the University’s Staff Harassment, Bullying and Discrimination Policy, Staff Sexual Assault and Sexual Harassment Policy and Reporting and Resolution of Staff Sexual Assault, Harassment, Bullying and Discrimination Procedures. Please visit the Safe Campuses website or contact a Harassment and Discrimination Contact Officer for further information and assistance.
- allegations of sexual assault, sexual harassment, bullying, harassment and discrimination by other students, which are addressed through the University’s Student Sexual Assault, Harassment, Bullying & Discrimination Policy and Procedures for Reporting and Responding to Student Sexual Assault, Harassment, Bullying and Discrimination. Please visit the Safe Campuses website or contact a Harassment and Discrimination Contact Officer for further information and assistance.
How to ensure that your complaint is heard
- Follow the procedure for making a complaint under the Student Complaints Procedures. Refer to the Resolving your Complaint for an overview.
- Be respectful and factual.
- Accurately answer all the required fields in the form.
- List issues separately, clearly and concisely so that they can be considered.
- Attach all relevant documents and correspondence to support your claims.
- Indicate the outcomes that you seek; although it may not be possible to meet these, it helps to identify other possible solutions.
- If lodging a group complaint, ensure that all complainants have the same complaint and seek the same outcome.
- Ensure that the complaint is not frivolous or vexatious (see Student Complaints Policy, s2.12)
- Ensure that you adhere to any time frames. If you still wish to complain to the Student Ombudsman after completing Step 2 of the Complaints Procedures, you need to lodge a complaint referral to the Office of Student Ombudsman within 10 working days, unless exceptional circumstances apply (at the discretion of the Student Ombudsman).
What happens after your complaint is lodged?
- The information you provide (on this form) is used to determine the appropriate course of action.
- The details of your complaint are provided to the University’s responsible complaint handling officer (as listed in Table 1 of the Student Complaints Policy to address the matter.
- The responsible complaint handler may contact you to seek clarification and further information to assist the investigation process. It is expected that students will assist the complaint handlers with the complaint resolution process.
- If your complaint is about someone's behaviour, it is likely that the responsible officer will provide the details of your complaint to the identified person, to offer the courtesy of a response under natural justice principles. The details of your complaint may also be provided to other University staff as required.
- The Student Complaints Policy assures that “complaints…are considered with courtesy, with due regard to confidentiality, and without fear of prejudicial treatment” (s1).
- You will receive acknowledgement within 10 working days after receipt of this form.
- While the University treats seriously any complaints reported anonymously, it may not be possible to investigate, either properly or fully, such a complaint or provide a decision or take action to resolve the complaint, when the source of the complaint is unknown.
The below online form is for current students who have a Griffith student ID number. Students will be required to log in prior to submitting a formal complaint.
The below online form is for use by:
1. current Griffith students wishing to remain anonymous when submitting a formal complaint. While the University treats anonymous complaints seriously, it may not be possible to properly or fully investigate such a complaint, or to provide a decision or take action to resolve the complaint when the source of the complaint is unknown.
2. third parties (staff, family members, advocates or support person) wishing to submit a formal complaint on behalf of a student. Complaints of this nature are required to be accompanied by a completed and signed copy of the Authority to release information or transact business on behalf of a student (ATH) form.
3. former Griffith students who had an active enrolment in the past 12 months, but do not have access to Griffith's single sign on and wish to complain about their experiences as a student during that time.