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Student complaints

Office of Governance Services

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.

- ECU Student Charter

We are committed to ensuring matters of dispute between students and the University are resolved fairly and promptly. This commitment is consistent with our long-term goal to be recognised for providing world-class education and a fulfilling student experience, as articulated in ECU’s strategy document, Engaging Minds; Engaging Communities. Towards 2020.

The Office of Governance Services 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 Student Complaints Policy does not supersede appeal processes established under statutes, rules, or by-laws.

Students wishing to lodge a result appeal, academic progression status review, or an appeal to the Student Appeals Committee should refer to the How to appeal web page for steps and deadlines. Visit the student intranet for more information.

Student complaint process

For a general description of the student complaints process please refer to the Student Complaints Procedures document.

International Education Conciliation Service

The Department of Education Services offers a free mediation/conciliation service. The Conciliator attempts to resolve disputes between international students and institutions as part of the institutions' internal complaints and appeals procedure.

Students and staff can contact the International Education Conciliation Service, as follows:

Telephone: (61 8) 9441 1900
Facsimile: (61 8) 9441 1901
Email: conciliation@des.wa.gov.au

External complaints procedure

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.

Student complaint contact

Manager Student Complaints
Ms Lyn Graham
Office of Governance Services
Telephone: (61 8) 6304 2627
Email: complaints@ecu.edu.au

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