Values and Culture

Complaints Management Unit

Charles Darwin University aims to provide high-quality teaching research and learning environment that promotes respect, safety, and embraces diversity. We recognise that from time to time there will be occasions when problems, misunderstandings, or complaints may arise. We want to ensure that such matters are managed in a fair, transparent, and timely manner.

The Complaints team will listen to your concern or complaint. We will explain your options for resolving the matter in accordance with the relevant University procedures. We don't have any decision-making capacity.

All communication with us is confidential. However, if any potential criminal conduct is disclosed, we may be obligated to refer the matter to the police. Further, if we are concerned for a person’s health, safety or wellbeing, we may be obligated to refer the matter to the relevant University contact person or an external authority.

When the Complaints team receives a formal complaint

We will:

Record the complaint in our complaints handling interface, and acknowledge receipt of your complaint via email
Assess and triage the complaint based upon the information/evidence provided, and follow up with you to request further details (if needed)
Decide who at the University is best suited to investigate the complaint and provide them with the details of your complaint
Provide you with advice on the University's processes and Procedures and the best avenues of resolution
Ensure the decision-maker communicates any resolution/decision with you.

We will not:

Make decisions about academic matters. Concerns about academic matters will be referred to a suitable academic for resolution
Provide advocacy or mediation. The University has a Student Advocacy Officer who is able to assist students with the various levels of resolution
Accept complaints that are more than six months old. Extensions may be granted where there are exceptional circumstances
Provide personal support. However, we will refer you to counsellors or other support staff if needed.

Find information for

Student complaints

Complaints from the public

Staff complaints

Specific complaints

Information on harassment, discrimination, bullying, or unfair treatment.

If you have a grievance or are concerned with the way someone has behaved, you are encouraged to contact the Complaints team for guidance.

Casuarina campus
Building Blue 5.1.35
T: 08 8946 7738
E: complaints@cdu.edu.au