We value student views about what we do well and what we can do better
Your student experience at Griffith should be a positive one, so we regularly use feedback mechanisms to seek your views on University services and the quality of our teachers and courses.
Sometimes expectations may differ between you and the University. To understand what you can expect as a Griffith student and what the University expects of you, please read the Student Charter Framework.
The Student Complaints Policy and Student Complaints Procedure outline the types of issues and the process you should follow for raising concerns about your University experience that does not accord with the expectations set out in the Student Charter Framework.
You can submit a complaint about:
- an administrative error or decision (that cannot be addressed via the Student Review and Appeals process)
- treatment as a student
- quality or delivery of a service or advice provided by the University
- conduct of students
- conduct of staff members or other members of the University community.
Outcomes you can seek:
- receive an apology
- correct an error or a record
- change in conduct by others
- change in circumstances associated with your studies, including supports or accommodations required
- have a decision made (excludes academic and administrative decisions addressed under the Student Review and Appeals process)
- reconsideration of fees and charges
- improve existing services and processes
- management of an actual or perceived risk, such as being provided with a safety plan or support services.
Other concerns
- For academic or administrative decisions, visit Student Review and Appeals.
- For sexual harm, harassment, bullying and discrimination, visit safe campuses and Report a Concern Form.
- For privacy breach concerns, visit Griffith’s Privacy Statement.
Making a complaint
Resolving a student complaint may involve three steps:
Step 1: Self-guided resolution
Attempt to resolve matters in good faith directly with the relevant person or service area, where it is reasonable and appropriate to do so, before lodging a formal complaint. If dissatisfied, proceed with Step 2.
Step 2: Make a formal complaint
Lodge a formal complaint to the University via the Student Complaints Form. If dissatisfied, proceed with Step 3.
Step 3: Student Ombudsman referral
Refer the matter to the Student Ombudsman via the Student Ombudsman Referral Form. If dissatisfied, you may seek an external review with the Queensland Ombudsman.
Support and advocacy in the student complaints process
If you are unsure how to raise concerns with the relevant person or service area, feel unable to address challenging situations on your own or want assistance putting your case forward to the University, you can seek assistance from student advocates within Griffith's student associations.
Student Charter Framework
The Student Charter is a framework that outlines the University’s aspirations and mutual expectations of employees
and students as they work together.
Student Complaints Policy
This policy provides the mechanism for resolving student complaints about the quality of University service and treatment, or the conduct of University staff or students.
Student Complaints Procedure
This procedure supports the Student Complaints Policy.
Information for staff
If you are a staff member addressing and responding to student complaints, visit the Student Complaints Support SharePoint for useful complaint handling information and resources.