Support Central

Enquiries, Complaints and Grievances

You should direct all enquiries, complaints and grievances to the Support Central. The nature of each interaction and the process that will be followed on its receipt is described below. Support Central may be contacted in person, or by phone, fax or email.

Support Central provides assistance in three categories:

  1. General enquiries
  2. Complaints (Dissatisfied with a service from the University. Unresolved complaints become grievances. The application or implementation of University processes will be central to most unresolved complaints.)
  3. Grievances (Perceived you have been 'wronged' or 'harmed' by a CSU individual, a process, or a ruling of the University)

Handling of student enquiries, complaints and grievances

Type of interaction An example Initial response timeframe Responsibility of:
Enquiries "When will the first assignment be returned" immediate or within 1 working day Student Services officers
Complaint "My assignment was due to be returned three weeks ago, and has not arrived yet. Where is it?" immediate or within 1 working day Student Services officers, logged to referred areas
Grievances "I have received my assignment back and I don't agree with the mark. I believe I was given a low mark as the lecturer was biased towards me. I am a mature age person who has more experience 'in the field' than he has had. I want a remark and the lecturer to apologise to me" within 1 working day Student Support Officers

For further information about the procedures for lodging and resolving student grievances, and your external appeal rights, please go to the University's Grievance Resolution Policy and Procedure.