Enrolment grievances and appeals

Student academic and administrative complaints and grievances

  1. Initial enquiry: For issues concerning enrolments, first contact Monash Connect. They should be able to resolve your issue.
  2. Complaint: If the initial enquiry does not resolve your issue you can send a written complaint to:

    Manager, Enrolment Services
    Student and Education Business Services
    Building 3, 710 Blackburn Road
    Clayton VIC 3168
    Australia

  3. Grievance: If you believe the complaint has not been addressed in a satisfactory manner, you may submit a written grievance to the grievance officer:

    Director,
    Student and Education Business Services
    Building 3, 710 Blackburn Road
    Clayton VIC 3168
    Australia

Relevant policy and law

Grievances relating to the Higher Education Support Act

Follow these steps if you have a grievance about Commonwealth assistance that relates to one of the following:

  • a request to re-credit your FEE-HELP balance (s 104-25)
  • a request to re-credit your HECS-HELP balance or refund your student contribution amount for work experience units (s 36-22).
  1. Initial request: Send an application for remission of debt (pdf, 0.08 mb) or written request for re-credit to your faculty.
  2. Review: You have the right to request a review of the decision not to re-credit or remit. You must make this request in writing within 28 days of receiving the initial decision, to:

    The University Review Officer
    Student and Education Business Services
    Building 3, 710 Blackburn Road
    Clayton VIC 3168
    Australia

    Your letter must set out the reasons for requesting a review of the decision.

    The Director, Student and Education Business Services, is the University Review Officer. Where the Director has previously been involved in the case, the Pro Vice-Chancellor (Major Campuses and Student Engagement) will act as the University Review Officer.

    The University Review Officer will provide written acknowledgement they have received your application within five days of receipt. The acknowledgement will inform you that if you do not get a reply within 45 days, the original decision stands. The acknowledgement will also advise of your right to appeal to the Administrative Appeals Tribunal (AAT), the contact details of the nearest AAT and the approximate cost of an appeal.
  3. Further appeal: The Review Officer will notify you, in writing, of the decision and the reasons for making the decision and will advise you of your right to appeal, within 28 days, to the AAT. They will also provide contact details of the nearest AAT registry and the approximate cost of an appeal.

    Administrative Appeals Tribunal Victoria contact details:

    GPO Box 9955
    Melbourne VIC 3001

    03 9282 8444 (metropolitan area)
    1300 366 700 (country areas)

    See Administrative Appeals Tribunal.

Got a question? Monash Connect can help