How to raise and resolve a complaint

If your concern hasn’t been resolved through the previous steps, you can submit a formal complaint (stage 3). This is a written request for resolution and involves a formal investigation by a complaints officer who hasn’t been involved in your case before. This is so you can expect a fresh and impartial review.

Timing

You should submit your formal complaint as soon as you can.

If the issue occurred more than six months ago, you’ll need to provide some extra information in your submission, otherwise your complaint may not be accepted:

• why you’re submitting your complaint late
• any evidence of exceptional circumstances that prevented you from submitting your formal complaint earlier.

Formal complaint forms

What happens next?

We’ll email you with an outcome, usually within 40 to 60 University working days of receiving your complaint.

If it’s an especially complex investigation, involves different departments, or if key staff are on leave, it may take us longer than 60 University working days – but we’ll update you if this happens.

Possible outcomes

We understand that raising a complaint can feel overwhelming. Our goal is to help work towards a fair outcome.

Outcomes vary, depending on the nature of your complaint and resolution you’re seeking. In some cases, your complaint may be upheld but we might not be able to offer exactly what you requested. If that happens, you’ll have the option to accept or decline the recommendation we provide.

What we can’t offer

There are some outcomes we’re not able to provide through this process, including:

• disciplinary action against staff members
• investigations into discrimination, harassment, or inappropriate conduct. Find out how you can report an incident or concerning behaviour
• financial compensation.

When a complaint may be dismissed

We may dismiss a complaint if it:

• doesn’t have enough substance or is considered frivolous or vexatious
• appears to be submitted to delay another process (e.g. academic progress).

Requesting a review of your outcome

If you feel the outcome of a formal complaint is unfair, you can ask for a review by the University Student Ombudsman. Just make sure to submit your request within 20 University working days of receiving the outcome.

Before the Ombudsman will get involved, you’ll need to have followed all the steps of the Monash complaints process (informal conversation, escalation, and formal complaint).

Help accessing the form

If you experience any issues when completing your formal complaint form, email us at studentcomplaints@monash.edu and we’ll be happy to help.