Making a complaint
You can complain to UTS about your learning experience and teaching and learning environment. This might include dissatisfaction with a process or procedure, course content, interactions with staff, UTS facilities or UTS programs.
How do I make a complaint?
Contact your faculty if your complaint relates to:
- a review of an assessment mark or final mark for a subject
- an application for fee remission
- an application against academic penalties
- misconduct proceedings.
If your complaint relates to the UTS teaching and learning environment, you should raise this with your subject/course coordinator or responsible academic officer. This gives your faculty an opportunity to address your concerns which, in these instances, is the best way to have your complaint addressed.
Try to make your complaint as soon as possible after the matter that has caused the complaint.
If any of the above is unsuccessful, or not possible, you can take up the complaint with the Student Complaints Resolution Office.
Student Complaints Resolution Office
The Student Complaints Resolution Office (SCRO) is responsible for capturing information about complaints and helping to resolve them. If you cannot resolve your issue with the faculty or business unit, you can lodge a complaint online with the SCRO, making sure that you follow the Student Complaints Policy and the Student Complaints Management Procedure.
How do I make a complaint to SCRO?
You can lodge your complaint by submitting the complaints form on the student portal. You should include all relevant information and correspondence about your complaint. For example, include a copy of the most recent decision by the university and/or details of your most recent interaction with UTS staff in relation to your complaint.
The SCRO team will attempt to resolve complaints once information has been gathered from the faculty or relevant UTS area. (If you have not yet raised the matter, they will usually refer the matter back to the staff involved in the events that gave rise to the complaint.)
The SCRO does not advocate for students and will not intervene in established processes, appeals or matters of academic judgement. Noting these limitations, the SCRO will assess your complaint and the relevant information and take steps towards resolving the matter.
External review
If you are unsatisfied with the outcome of your complaint, you are entitled by law to lodge a complaint with the NSW Ombudsman (opens an external site). There is no cost for this service.
International students can also lodge a complaint with the Commonwealth Ombudsman: Overseas students (opens an external site).
Equity-related complaints
An equity-related complaint is when you believe you are being discriminated against or harassed in your work or study because of things like your sex, sexual preference, race or disability.
To make an equity-related complaint, or to ask advice, contact the Equity and Diversity team in the Centre for Social Justice and Inclusion (via email at equity@uts.edu.au, phone 02 9514 1084 and Equity-related complaints and grievances).
The SCRO can also receive equity-based complaints. They will consult the Equity and Diversity team and assist you in obtaining support where appropriate.
The UTS Students’ Association is an independent organisation run by students, for students. They employ professional advocacy officers who give free confidential advice and assistance to students.
Accessing any of the university’s complaints and appeals processes does not remove your right to access independent legal advice to solve disputes with the university.
