Compliments, complaints, feedback or student grievances - University of the Sunshine Coast, Queensland, Australia

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Compliments, complaints, feedback or student grievances

Throughout your time as a student with USC, there may be matters that you need to bring to our attention. You have a right to be heard on matters that impact upon your student experience.

Our grievances, complaints and feedback processes provide a simple way for you to give us the information needed so that we can respond to, or act upon, what you have to say with a view to finding resolution.

Grievances, complaints and feedback provides USC with information that can be used to measure and improve the quality of the student experience.

Grievances are matters students are concerned about which may negatively affect student studies or student life. Our policies and procedures provide a framework within which to manage and resolve grievances. Students should also familiarise themselves with the relevant policies and procedures related to their grievance by using the links provided for each grievance type below.


Students can lodge a formal grievance if they believe that an assessment task (other than a final mark/grade) has been unfairly or incorrectly marked. Students need to provide some evidence or information to support their assertions. Lodge a Stage 1 grievance which will go to the course coordinator for consideration. If you have been unsuccessful at Stage 1, and you have new information or evidence to support a review, you can lodge a Stage 2 grievance which will go to the Head of School for review.

Again, if you are unsuccessful at Stage 2 there may be an opportunity to submit an appeal (Stage 3). Details about appeals will be contained in the outcome letter students receive from the Stage 2 Review.

Final mark/grade

Students can seek a review of their final mark/grade for a course provided there are valid “grounds for review” that support the request. See Section 2 of the Review of Assessment and Final Grade – Procedures, to learn more about valid grounds for review. Access the online Application for Review of Final Grade form.

WIL (includes Clinical Placements, Practicums, SPE, Internships, Field Education, Projects etc.)

Students may seek a review of a Work Integrated Learning (WIL) placement decision if they have a grievance related to the course content/delivery, a decision or action by a staff member (or other person acting for the University) or their placement allocation.

Note: If seeking a review of assessment result related to a WIL Placement, please refer to the Review of Assessment and Final Grade – Procedures and lodge a grievance under either the 'Assessments' or 'Final Mark/Grade' grievance information above.

Exclusion (Show Cause) Appeal

If after submitting show cause response, you have had notification that you are to be excluded for a period of 12 months or more, then you may appeal that decision. Your appeal must be lodged within 10 business days from the date of notification. An appeal must set out the reasons why you disagree with the decision and may contain additional information not provided with your Show Cause response. You must provide or attach evidence to support any claims in your appeal. Lodge an appeal against exclusion.

Bachelor Honours Degrees or Higher Degree by Research (HDR)

Bachelor Honours and HDR students experiencing difficulty with any aspect of their enrolment or program of study should discuss the problems with their Supervisor first, and if unresolved, seek resolution by means of discussion with both the Supervisor and Honours Coordinator for Bachelor Honours students, and the Head of School for HDR Students. If still dissatisfied with the supervision or other arrangements, the grievance may be formalised in writing. Submit a grievance about your Bachelor Honours or HDR study.

Administrative decision (program advice, enrolment, deferred examinations, fees, graduation, credit transfer, class timetable)

Administrative decisions include decisions you are wanting the university to make, or decisions the University has made that you disagree with. They include matters such as program advice, enrolment, deferred examinations, fees, graduation, credit transfer, class timetable.

Submit a grievance about an administrative decision: Stage 1, Stage 2 or Stage 3

Discrimination, bullying, harassment

Discrimination can be direct or indirect. Direct discrimination is when an individual is disadvantaged or treated less favourably than another person. Indirect discrimination is when a practice or policy appears fair because it treats everyone the same but actually disadvantages people from a particular group. Report this matter and/or seek support.

Bullying is repeated and unreasonable behaviour directed towards an individual or a group that creates a risk to health and safety. Bullying may be intentional or unintentional and can be carried out in a variety of ways including through email, texts, social media, directly or indirectly. If you believe you are the victim of bullying, you can report this matter and/or seek support.

Harassment is behaviour that is unwelcome, unsolicited, unreciprocated and usually (but not always) repeated. It is behaviour that is likely to offend, humiliate or intimidate. Harassment can be based on any of the attributes of discrimination. Harassment also includes sexual harassment. You can report this matter and/or seek support.

Student Academic Misconduct

Students who have been given a penalty for Student Academic Misconduct may lodge a grievance to have their matter reviewed (Stage 2) or submit an appeal (Stage 3). The type of penalty that was applied will determine if you should submit a review or an appeal. If your penalty is a Category 1 penalty, or a Category 2 penalty where you are asked to resubmit a task, undertake a substitute assessment task, if you are awarded a mark of zero for the assessment task, or if you are awarded a failing grade (FL or UF) for the course, then you submit an application for review Stage 2. If your penalty is a Category 2 penalty where you have been withdrawn from the course, suspended from enrolment for one year, or immediately expelled from the University, then you submit an appeal application Stage 3.

For assistance in understanding the University's policies and procedures, you may contact the Student Ombudsman.

Personal information held by the University is collected and managed in a responsible, secure manner, and will not be released to third parties without your consent, unless required by law.

In all matters, the University will make decisions in a way consistent with the Human Rights Act 2019 (Qld).

If you are dissatisfied with USC facilities, non-academic services (eg catering, car parking, etc.) or would like to report faults with amenities or equipment, please complete the form below. If you are seeking resolution to a grievance involving academic decisions, administrative decisions and/or general grievances relating to the student experience please refer to the Grievances tab.

Or perhaps you have had a great interaction with a staff member, a positive experience on campus that you would like to share, or you have an idea/improvement that you would like to suggest.

Simply fill in the details below:

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