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.
Tips for communicating your complaint
To make your complaint clear and effective:
- include key details (like dates, times, assessment names, unit codes) and attach any supporting documents – including evidence of your attempts to resolve the matter informally (stages 1 and 2)
- focus on the key issue – explain what happened in logical order
- be clear about your desired outcome and make sure it’s reasonable
- keep records – save copies of all messages and documents you send and receive
- if including emails, save them as as PDF and make sure you include the To, From and Date fields
- feel free to get some support and advice from your student association. There’s no cost and this is completely independent of the University.
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:
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.
