Student Complaints and Feedback
Got a concern? Let’s talk it through.
At Federation, we want all students to feel safe, supported and heard. If something’s not quite right, we’re here to help.
Watch the video Making a Complaint to learn how our Complaints Management Procedure works, so you’ll know what to expect and how to take the next step.
You can also submit a student complaint online. We’re committed to resolving issues fairly, consistently and as quickly as possible.
What is a complaint?
A complaint is an expression of dissatisfaction with one or more aspects of a student’s experience with the University or the University environment. These may relate to:
- the performance of academic, teaching, administrative, service or research functions of the university
- the behaviour or actions of another student or staff of the University that contravenes a code of conduct or policy
- a third party such as a partner provider, contractor or agent who delivers services on behalf of the University.
Before lodging a complaint
- Try and resolve the matter directly with the person or area involved (if it is reasonable and appropriate to do so). To do this, please contact the relevant person and arrange a time to discuss your concern. This could be the unit coordinator, course coordinator or academic coordinator. In the first instance. Student Advocacy can help you clarify your issue, prepare for a meeting and/or support you at a meeting.
- Check that there is not an appeal or review process available. Decisions relating to admissions and enrolments, final grades, unsatisfactory progress, student discipline, cheating or plagiarism, may have a review process available. Please refer to the Student Advocacy website under Appeals for more information on submitting an appeal to the Student Appeals Committee.
- Read the Complaints Management Procedure.
Once you have completed the above steps, you may complete the University’s online complaint form. You are not required to pay a fee to submit a complaint to the University.
If you are unable to submit the form or require assistance with the complaint process, please contact Student.Integrity@federation.edu.au.
Lodging a Formal Complaint via the Student Integrity Office
If your concern isn't resolved informally to your satisfaction, or there's a compelling reason why you can't raise your concern at a local level, you can submit a formal complaint via the University's online complaint form.
When you submit your complaint, please provide the following information:
- details of your complaint
- details of the steps you've taken to try and resolve your complaint
- a clear explanation of the proposed outcome you are seeking
- if applicable, copies of all relevant supporting documentation and evidence.
If you are unable to submit the form or require assistance with the complaint process, please contact Student.Integrity@federation.edu.au. You can also find additional information on the Student Advocacy website under Complaints.
What happens once I have lodged a complaint?
Once you have submitted the online complaints form, you will receive an automated email response. The Student Formal Complaints Flowchart and the Student Complaints Procedure detail the steps we will follow once we have received your formal complaint.
Sexual harm or reports of threatening or concerning behaviour
If you have experienced or witnessed discrimination, harassment, violence or threats of violence, which may include sexual harm or concerns about your personal safety, we can support you. If you wish to report an incident, you can click on the ‘Student reporting form’ on this page or call/email Student Equity and Inclusion to discuss your options. Please refer to the Safer Campuses website for contact details and additional information and/or you can email equity@federation.edu.au. Reports made on this form go directly to Equity and Inclusion and are treated with sensitivity.
The University’s complaints portal is not an emergency service and is not monitored 24/7. If you need emergency assistance, please contact:
- Police on 000
- the Sexual Assault Crisis Line (Victoria)
- Ph: 1800 806 292 provides after-hours telephone crisis counselling support, information, advocacy and referral to anyone living in Victoria who has experienced any form of sexual assault at any point in their lives. They also provide support to non-offending family and friends of victims.
- Visit the Sexual Assault Crisis Line website and/or
- 1800RESPECT is available for free, 24 hours a day, 7 days a week to support people impacted by domestic, family or sexual violence. Call 1800 737 732, text 0458 737 732, chat online or video call via website.
Anonymous complaints
If you choose to submit a complaint anonymously, our ability to address your concern may be limited. Without your contact details, we will not be able to provide you with a response.
Good faith
Complaints must be submitted in good faith and include all relevant facts to assist the University in resolving your concern. Inappropriate language and behaviours, or misuse of the complaints process, can lead to disciplinary action.
Non student complaints
The Complaints Management Procedure outlines the University's processes for handling complaints received by members of the public.
External complaints processes
Complaints about the administrative actions and decisions of the University can be made to the National Student Ombudsman at no cost.
The National Student Ombudsman is generally considered the office of last resort. If you have not followed the steps in the relevant University procedures, the Ombudsman may ask you to do so before considering your complaint. Please see links below if your complaint falls outside the scope of the National Student Ombudsman.
If the concern involves equal opportunity or discrimination matters, students may also seek the advice of the Victorian Equal Opportunity and Human Rights Commission (or the equivalent office in another state) or the Australian Human Rights Commission.
Feedback
We welcome any feedback that may help us to improve our services. If you have a suggestion or would like to submit a compliment, please do so via the button at the bottom of this page.
Support services
- Student Advocacy can support you during the complaints process and help you to navigate your way around University legislation, policies and procedures.
- Counselling Services provide free and confidential counselling in a supportive and welcoming environment.
- Accessibility Services Accessibility makes reasonable adjustments to study requirements for students with a disability, medical or mental health condition, whether it is temporary or permanent. We can also organise adjustments for people who are caring for someone with a disability, medical or mental health condition.
- Emergency and Crisis Support services.
Confidentiality
All persons involved in the complaint process, including the support person(s), must maintain confidentiality and only discuss the complaint with persons who need to know in order to assist in the resolution of the complaint, during the complaint management process. This responsibility extends to the complainant, the respondent, their support persons and any advocate representing the complainant or respondent. Failure to maintain confidentiality
may result in disciplinary or other action. This does not prevent any party from discussing the matter with any confidential support service.