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Complaints Management

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The University recognises that an effective complaints management system will not only improve customer service but will also assist in the identification of systemic and re-occurring administrative problems. The University welcomes all forms of feedback, including complaints, on its services and products. See the Complaints Management policy.

Matters related to academic or teaching standards; assessment; availability of, or access to, University resources and facilities; discrimination, harassment and bullying, should be dealt with in accordance with the Student Grievance Resolution Policy and Procedures, PPL 3.60.02

To submit a complaint under the Student Grievance Resolution Policy or Procedures click on the following link – Submit a complaint

Student grievance or complaint Staff grievance Sexual misconduct
For student issues relating to academic or administrative matters, including student appeals.
Lodge a complaint

 

 For staff in relation to issues affecting their employment with the University.
Lodge a grievance

 

 For all persons: staff, students, UQ community and supporters, in relation to incidents of sexual misconduct.
Lodge a report

 
Discrimination and harassment Privacy Sexual harassment
For all persons: staff, students, and UQ community, in relation to matters of discrimination and non-sexual harassment.
Lodge a complaint

 

 For all persons: staff, students, and UQ community, in relation to matters of personal information and privacy breaches.
Lodge a complaint

 

 For all persons: staff, students, and UQ community, in relation to matters of sexual harassment.
Lodge a complaint

 
Staff misconduct / serious misconduct Research integrity complaints Occupational Health & Safety
For matters relating to unsatisfactory, inconsistent or misconduct of a serious and wilful nature.
Lodge a complaint

 

 For complaints regarding the responsible conduct of research at UQ.
Lodge a complaint

 

 For all persons: staff, students, and UQ community, in relation to matters of occupational health & saftey, including complaints and feedback.

 

Internal review

If you are dissatisfied with how your complaint was managed, most complaints processes have incorporated an internal review process. Please refer to each individual policy and procedure for direction on how to lodge an internal review.

External review

Persons dissatisfied with any action taken in relation to a complaint, after they have exhausted all available avenues of appeal or review within the University, may apply to the Queensland Ombudsman to review the University's decision. The Queensland Ombudsman may investigate complaints about the decisions and actions of the University that may involve maladministration. Maladministration includes a decision or action that is:

  • Unlawful
  • Unfair
  • Unreasonable
  • Improperly discriminatory
  • Based on mistake of fact or law
  • Taken on irrelevant grounds; or
  • Simply wrong

Please refer to the Queensland Ombudsman for further information

Keywords: complaint ; complaints ; grievance ; grievances