Student complaints and grievances
We want all our students to have positive relationships with our staff and to enjoy their experience at Monash Education. If you're experiencing any issues while you're studying with us, we want to help you to resolve these. Please be assured that any complaints and grievances raised will be treated sensitively, and you won't be disadvantaged by raising your concerns.
This flowchart (pdf) is to help you understand how the complaints process works at Monash University and the course of action you can take.
Step 1: Making a complaint
Stage 1: Raise your concerns with the staff member concerned
Complaints can often be resolved quickly if raised immediately and directly with the staff member concerned. As such, in the first instance you should try to resolve the issue with the staff member informally by contacting them as soon as possible after the incident has occurred.
If it’s not possible to raise the issue with the staff member, or if you have raised the issue however you believe your complaint hasn’t been resolved, continue to Stage 2.
Stage 2: Raise your concerns with another faculty staff member
Contact the staff members on this list in order, unless you have already contacted them at Step 1 - Stage 1:
- Unit Coordinator
- Chief Examiner
- Courses Leader
Please use the Faculty of Education Handbook to find the names of the relevant staff members.
Admissions and enrolment concerns
For admissions and credit issues contact:
- Student Services Officer
- Manager, Student Services
For enrolment issues contact:
- Your Education Success Adviser (ESA) via Juvo
- Coordinator, Education Success Advisers
- Manager, Education Success Advisers
For academic issues contact:
- Professional Practice Consultant (PPC)
- Manager, Professional Practice Consultants
For administrative issues contact:
- Professional Experience Office
- Manager, Professional Experience
Step 2: Lodging a grievance (formal complaint)
If you've raised a complaint as outlined in Step 1, and believe it hasn’t been resolved, you can submit a written grievance using the Grievance Lodgement form (pdf).
Student advocacy and support is available from your student association to assist and advise you to prepare a written grievance. The advice provided is confidential and independent of the University.
Email the completed Grievance Lodgement form to the Faculty Grievance Officer at firstname.lastname@example.org.
What happens next?
The grievance officer will acknowledge receipt of your written grievance and provide you with information about the support services available to you.
Your grievance will be directed to the appropriate person and the grievance officer will let you know what's happening and (if necessary) ask you for more information or to attend a meeting.
Once you've lodged a formal grievance, it's important that you:
- keep a record of discussions, actions and dates
- make yourself available for meetings as required
- respect the confidentiality of those involved in the investigation
- check the relevant policies and procedures.
What if your complaint is not academic or administrative in nature?
Students should note that the university has formal grievance or appeal procedures in the areas of exclusion, discipline and sex-based harassment that are separate from the academic and administrative grievance process.
See Monash safety and security page for information on how matters of concern can be resolved.