Enrolment complaints, reviews, and grievances
Complaints related to your enrolment
If you wish to make a complaint concerning your enrolment, see how to make a complaint.
Grievances relating to the Higher Education Support Act 2003 (HESA)
Step 1: Initial request
Submit a remission of debt request or written request for re-credit.
Step 2: Review
If you applied for remission of debt in special circumstances under HESA sections 36-20 and 104-25, but wish to request a review of the decision not to re-credit or remit your HECS-HELP or FEE-HELP debt, you must, within 28 days of receiving the initial decision, make a written request to email@example.com.
Your email must set out the reasons for requesting a review of the decision, e.g. that you believe the initial decision was incorrect or that you have new evidence that was unavailable at the time of your original application.
The Senior Director, Student and Education Business Services, is the University Review Officer appointed under HESA section 19-50.
The University Review Officer will provide you with written acknowledgement that they have received your application within five days of receipt. The acknowledgement will inform you that, if you don’t get a reply within 45 days, the original decision stands.
The Review Officer will notify you in writing of:
- the decision
- the reasons for making the decision.
Step 3: Further appeal
You have the right to appeal a rejection of the review within 28 days of receiving the decision.
For domestic students, appeals must be made to the Administrative Appeals Tribunal (AAT). The Review Officer will provide contact details of the nearest AAT registry and the approximate cost of an appeal. This application may incur a fee of $932.
Administrative Appeals Tribunal Victoria contact details:
GPO Box 9955
Melbourne VIC 3001(03) 9282 8444 (metropolitan area)
1300 366 700 (country areas)
For international students, appeals must be made to the Monash University Student Ombudsman.