ECU is committed to providing a challenging educational environment in which all members of its culturally and geographically diverse community can realise their potential. The needs of the students are our highest priority, and the University will seek continuously to improve the quality of its courses and services to students.
The Strategic and Governance Services Centre will provide information, for both students and staff, on what students can do if they have a concern or complaint about our services or administrative practices, including the steps that can be taken to resolve the concern or complaint.
The Complaints Policy does not supersede appeal processes established under statutes, rules, or by-laws. Students wishing to request a review of a decision we have made regarding an assessment, examination or final result, academic progression status, or who may have exceptional circumstances which impact their ability to study should refer to the 'How to request a Review or Appeal’ web page for information.
In the first instance, a student with a complaint should seek to resolve the complaint by talking directly with the staff member who provided the product or services. If it is inappropriate or not possible to contact the person most directly involved, the student may contact the relevant Senior Officer in the area concerned, for example, the Associate Dean, Unit Coordinator or lecturer of the School, or Manager or Director in the Service Centres. The student can expect that any complaint will be treated promptly and courteously.
Other areas within the University which may be of assistance are the ECU Guild or telephone ECU Enquiry Line: 134 328 or submit an enquiry. The Access and Inclusion service provides a free, confidential service for students with a disability and/or medical condition, either permanent or temporary, which may affect various aspects of life at ECU. To register with the service you will need to make an appointment with the Accessibility Adviser for an assessment of your needs.
Should an informal resolution not be achievable, you may need to lodge a formal complaint. A formal complaint must be lodged.
Students are expected to make use of our internal procedures before approaching external bodies with a complaint. Depending on the subject matter of the complaint, students may need to show that an internal, formal complaint process has been completed before an external agency will hear their complaint. Common external avenues of redress for complainants include the State Ombudsman and the Equal Opportunity Commission.