How to make a complaint

We hope all our students have positive relationships with our staff and enjoy their experience at Monash University. If you're experiencing any issues while you're studying with us, we want to help resolve them.

Complaints and grievances will be treated sensitively and you won't be disadvantaged by raising a concern. If you're an international student there's no risk to your enrolment or visa status from making a complaint.

Complaints regarding an academic grievance, including the marking process or thesis examination process will be delayed by the investigating officer until the marking process has been completed, in line with the Student Complaints and Grievances Procedure (pdf, 0.2 mb)

We've designed a flowchart to help you understand how the complaints process works and the course of action you can take.

Student complaints and grievances flowchart (pdf, 0.08 mb)

Step 1: Making a complaint

Complaints can often be sorted out quickly if you raise them directly with the staff member concerned. Usually your first action should be to try resolving the issue informally.

If that’s not possible, you can put the complaint in writing to the manager of the relevant department, school or faculty. If you need guidance through this process, contact Monash Connect by making an online enquiry.

Make sure you raise the complaint as soon as possible after the incident.

Step 2: Lodging a grievance (formal complaint)

If you've raised a complaint as outlined above, and believe it hasn’t been resolved, you can submit a written grievance using the Grievance Lodgement form (pdf, 0.09 mb).

You may want to get some support and advice from your student association in preparing a written grievance. Student advocacy and support is available from your student association. This advice is confidential and independent of the University.

Submitting your grievance form

Submit your form to the relevant grievance officer, depending on the nature of your grievance. Choose from the options provided below.

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:

  1. keep a record of discussions, actions and dates
  2. make yourself available for meetings as required
  3. respect the confidentiality of those involved in the investigation
  4. check the relevant policies and procedures.

Step 3: Appealing to the University Student Ombudsman

If you still feel the outcome of your grievance is unresolved, you can appeal to the University Student Ombudsman. You need to do this within 20 working days of the decision.

The Ombudsman will not get involved until you've taken all reasonable steps to resolve the complaint by following the process outlined above.

Step 4: Appealing to the Victorian Ombudsman

If you're still unhappy about the situation, you can appeal the University Student Ombudsman's decision to the Victorian Ombudsman.

Got a question? Monash Connect can help