How can I make a complaint?
If you’ve seen or experienced something that isn’t right, you have the right to speak up. Support is available to help you raise concerns safely and explore your options. You can raise a concern to the Complaints Resolution unit at the: Complaints Management Portal
If you would like to make your complaint in writing you can do so by emailing the Complaints Resolution Unit at complaints@westernsydney.edu.au. You may also choose to speak with someone in the complaints team by calling +61 2 9678 7900.
Further information is also available on the Western Sydney University website at: Complaints Information
Are there repercussions for making a complaint?
No one should be treated unfairly for raising a concern or making a complaint. Disadvantaging someone because they have spoken up is known as victimisation and is taken very seriously at Western Sydney University.
Victimisation may be a breach of university policy and can lead to disciplinary action for staff or students. If you make a complaint and believe you are being victimised as a result, please contact a Student Advocate by emailing scc@westernsydney.edu.au
How can advocates help with making a complaint?
Student advocates can support you by:
- Listening to your concerns in a confidential and non-judgemental way
- Helping you understand your options, including informal and formal complaint pathways
- Explaining university policies and processes in plain English
- Assisting you to prepare a complaint, including what to include and how to present your concerns
- Supporting you during meetings or interviews
- Helping you respond to outcomes or next steps, including reviews or appeals
- Referring you to wellbeing or support services where needed
How can I access the Student Union Advocacy Service?
Please contact the Student Advocacy Service to make an appointment with an advocate by emailing: scc@westernsydney.edu.au
The Student Union Advocacy Service can be accessed Monday to Friday, 9am-4.30pm. Appointments can be made via zoom, phone or on campus.
External Complaints Mechanisms
At any stage of the complaints process, you can choose to take your concern to an external agency. These may include:
- National Student Ombudsman (NSO)
- NSW Ombudsman
- Anti-Discrimination Board of NSW, or the
- Australian Human Rights Commission.
If you contact the Ombudsman before raising the issue with the university, they are likely to ask you about any attempts you’ve made to resolve the concern directly with the university.
National Student Ombudsman (NSO)
The NSO helps resolve complaints and disputes between students and education providers. They provide an independent, fair, and accessible service to support students with issues related to their education. For more information or to make a complaint, visit: www.nso.gov.au