How to Make a Complaint
Students will sometimes experience difficulties with a particular aspect of their course of study or the behaviour of a staff member or another student at the university.
There are a number of ways that students can address this within and outside of the university. Firstly students may want to raise the problem with a staff person - a Student Facilitator (International Support), a course coordinator or a dean. There are also a number of processes at the university that may assist to resolve the problem.
Informal conciliation
The informal conciliation process is one option. This involves contacting a university conciliator who will listen, help figure out the options, and seek help to resolve the issue. This process is informal and confidential, and based on the principles of fairness, equity and conciliation. For more information or to make an appointment, contact Support and Equity Services on 08 8946 6288.
Formal complaints
If conciliation fails, formal procedures can be invoked. These involve the complaint being lodged in writing and a grievance committee being established.
Charles Darwin University procedures for the handling of grievances are described in CDU Policy 72 - Student/Staff Conciliation/Grievance Procedures.
External options
If students believe that the university has not adequately addressed their grievance or complaint, they may contact the Employee Assistance Service (EAS), which is there to provide an alternative dispute resolution to try and solve the problem.
Employee Assistance Service (EAS)
Highway Arcade (1st floor above Dick Smith Electronics near Octa4)
47 Stuart Highway
Stuart Park NT 0820
Phone: 08 8941 1752
Alternatively, you may contact the:
Northern Territory Ombudsman
GPO Box 1344
Darwin NT 0801
Website: www.ombudsman.gov.au
Phone: 08 8999 1818
Fax: 08 8999 1828
The Ombudsman has broad power to investigate activities, decisions, practices and procedures in all government departments, including Charles Darwin University.
The EAS and the Ombudsman's Office are both external to the university and will allow students to address their concerns when they believe the university's internal processes have not provided a satisfactory resolution. Please contact a Student Facilitator (International Support) if you would like more information.
Academic appeal
Students may appeal to the dean for a re-mark of their examinations or any other component of their total assessment. An appeal for a re-mark of an examination paper must be lodged with the dean not later than 21 days from the date of issue by the Registrar of the Notice of Results. An appeal for a re-mark of a component of assessment (assignments) must be lodged with the dean not later than seven days from the date of notification of the result of the component.
