Complaints

As a member of the University community, if you have been treated with unjust or discriminatory behaviour, or if you have observed such behaviour by others within the university, you may make a complaint. 
 
Some examples of situations that could warrant an official complaint would be:  
  • Dissatisfaction with the services or products of the University 
  • Inappropriate behaviour or work practices by Curtin staff, contractors or suppliers   
  • Policies, procedures, legislation, statutes, bylaws or rules not being followed by Curtin staff, contractors or suppliers   
  • Feedback in relation to any aspect of University operations  
 
As Student Assist is independent from the university and offers a confidential service, we are here to guide you through the complaints process.
 
Before lodging an official complaint, you are encouraged to seek resolution directly with relevant University member(s) if you believe it is appropriate to do so and you are able, willing and confident in approaching the person(s).
 
Should you wish to submit a formal complaint towards the University, please make sure it is done within 12 months of occurrence of the concerned act, decision, or omission. Complaints made outside of the 12 month period may only be accepted under special circumstance.

  

Curtin's official Complaints Process

You can lodge your complaint with Curtin’s Integrity and Standards Unit (ISU) through one of the following methods:

  • Online Portal: This is the preferred method for lodging your complaint. Please note that you can choose to remain anonymous using this method of contact.
    You can access the portal at: https://complaints.curtin.edu.au/management/report.cfm.
  • Post: You may send your complaint in writing to: The ISU, GPO Box U1987, Perth WA 6845
  • E-mail: You may register your complaint by email: complaints@curtin.edu.au
  • In person: Alternatively, ISU also offer face-to-face meetings – just visit the ISU Office in Building 100 at the Bentley Campus.
 
For more information about how to lodge a complaint with the ISU, here is a link to their website http://complaints.curtin.edu.au/index.cfm. Please note that complaints against a current Curtin student will be investigated by the Office of The Academic Registrar.

 
You can also visit Student Assist as a first port of call if you are unsure of where to go, or who to speak to.


 
CONTACT US

Harassment and Discrimination

Discrimination or harassment of any sort is unacceptable at Curtin University. Here are some of the essential things that you need to know if you feel you are experiencing or have observed unwelcome, unfair or intimidating behaviour whilst on campus. 

 
Definitions  
Direct Discrimination: occurs when the aggrieved person is treated less favourably, in circumstances that are the same or are not materially different, than another person on one of the grounds listed below.  
 
Indirect Discrimination: occurs when the aggrieved person is required to comply with a set of conditions with which they are unable to comply because of one of the grounds listed below.  
 
Harassment: occurs when unwelcome, offensive, abusive, belittling or threatening behaviour, including bullying, is directed at staff or students. The behaviour is usually based on some real or perceived grounds of discrimination which may lead to the subject of the harassment being offended, humiliated, intimidated or disadvantaged. 
 
Categories of discrimination 
Discrimination may happen on the grounds of sex, marital status, pregnancy, potential pregnancy, breast feeding, sexual orientation, gender history, race, nationality, colour or ethnic origin, age, religious or political conviction, impairment or disability, family responsibility or family status.  
 
Categories of Harassment  
It includes sexual, racial and disability harassment as defined in all relevant legislation.  

Q & A

What will happen after I lodge my complaint?
 Upon lodgement with the ISU:
  • You will receive a complaint ID number and a copy of your notification by email.
  • Your complaint will be promptly directed to the line manager who the ISU considers is best placed to handle the complaint.
  • The line manager will, within five working days of being made aware of a complaint, contact you to acknowledge receipt of and ownership for resolving the complaint.
  • The line manager will, within ten working days of being made aware of a complaint commence addressing the complaint.
A detailed flowchart outlining general complaint handling process is available on the ISU website at: http://complaints.curtin.edu.au/local/docs/Process_Flowchart_1_-_General_Complaint_Handling_Process.pdf
 
Will the person who I complain about (i.e. the respondent) be notified?
The line manager who is handling the complaint may contact the respondent and given them the opportunity to respond to the complaint.
 
Will I get into trouble after making a complaint?
No, Curtin University welcomes feedback from our students and will not tolerate unfair treatment committed against a complainant. If you are still concerned, you may choose to lodge a complaint anonymously.
 
What if I am not happy with the outcome?
You should receive a written response outlining the resolution outcome and the reasons for it once a decision has been made. If you are not happy with the outcome, you may be eligible to request a review.
 
Depending on the nature of your complaint, you may also choose to contact an appropriate independent external body or tribunal for advice or assistance. You can find a list of these agencies and their contact details on the ISU website at: http://complaints.curtin.edu.au/management/mechanism.cfm
 
Who can I talk to about making a complaint?  
If you are unsure of lodging a formal complaint at this time, feel free to make an appointment with the Student Assist team for an unbiased and confidential discussion of your options.

CONTACT US