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Current Students

Complaints

A student complaint is any type of problem, concern or grievance about your studies, student life, the University, or the University environment.

Charles Darwin University provides a high-quality learning, teaching, and research environment that promotes respect, safety, and embraces diversity. However, we recognise that from time to time, problems, misunderstandings, or issues may arise and we want to make sure those issues are managed in a fair, transparent, and timely manner. Anything that negatively affects your studies or experience at University can be raised as a complaint. This includes concerns about your studies, student life, the University, or the University environment. We have a dedicated Complaints team to help you navigate the processes and ensure that your complaint is appropriately referred to the relevant decision-maker.

We take complaints seriously and aim to provide an environment where students are free to study without being subjected to behaviour that may constitute discrimination, harassment, or victimisation.

Making a complaint

Before making a complaint, we ask you to take reasonable steps to resolve your concerns with the person/s directly involved. However, if this doesn’t resolve the issue, or if your concern is about the behaviour of another person, you can make a formal complaint by contacting the Complaints team:

08 8946 7738

Blue 5.1.35, Casuarina campus

When you submit a formal complaint, we help by:

  • Acknowledging receipt of your complaint via email and keeping a complete record of your interaction with us.
  • Assessing the complaint based on the information/evidence provided and following up with you to request further details, if needed.
  • Considering who at the University is best suited to investigate your complaint and giving them the details of your case.
  • Providing you with guidance on how to make your complaint stronger.
  • Giving you advice on the University's processes and policies so you know what to expect.
  • Ensuring that you receive your complaint outcome in writing, and on time.
  • Referring you to support services or the Student Advocacy Officer for further support and guidance.

When you engage with us, we request that:

  • Your communication is respectful, courteous, and professional at all times.
  • Your final complaint is in writing, via email or another accessible format.
  • You provide all relevant information and documentation in support of your complaint.
  • You are honest and truthful when providing us with information.

All communication with us is confidential. It will not be given to another person unless they are involved with resolving your complaint. However, if your complaint includes potential criminal conduct, domestic, family or sexual violence, child abuse, or if there are other concerns for a person’s health, safety or wellbeing, we may be obligated to report this to the relevant authorities. If you have any questions or are worried about how your information is handled during the complaints process, please let us know.

NOTE: If your complaint is more than six months old, we may only accept it in exceptional circumstances. Talk to the Complaints team to find out if this applies in your situation.

General complaints 

If you have any concerns about your marks/grades, outcome of credit application, course delivery, or any other decision made by the University you should first contact the person who made the decision and discuss your concerns with them. If you are unsure about how to approach them, or if you are unhappy with the outcome, you are welcome to contact the Complaints team for help.

If you have a concern about academic misconduct issues such as plagiarism, collusion, cheating etc. you should speak directly to the relevant academic staff member such as your Lecturer or Unit Coordinator.

If you have been advised of an allegation against you in accordance with the Students – Breach of Academic Integrity Procedures (PDF, 600.68 KB), you can contact us for further information and advice on the process.

Complaints about behaviour

You should always feel safe and respected when you engage with the CDU community. Sometimes this may not be the case.  If you have experienced harassment, discrimination, bullying, or other concerning behaviour, please contact us.

Specific complaints

Select from the options below to find information on these specific complaints and how they are managed by the Unit: