Complaints and Appeals
UNSW Global is committed to delivering a high standard of education and training services to all of its students. One way that UNSW Global fulfills this commitment is by ensuring that all students, both domestic and international, have access to a forcefully-expressed and fair complaints and appeals process. The process for how complaints and appeals are dealt with under the Complaints and Appeals Policy, is extracted below.
Stage 1: Informal Complaint Process
You are encouraged to attempt to solve issues that arise informally by contacting either the original decision maker. Customer Service or a Student Adviser. This should be done as soon as possible after the issue arising.
Examples of informal complaints include:
• late return of assessment result
•disagreement over marks
•teacher quality feedback
•class and timetabling changes
•complaints about home stay providers
•wrong attendance recorded
Stage 2: Formal Review Process
If the Stage I: Informal Complaint Process does not resolve the complaint, you may begin the Stage 2: Formal Review Process.
You must:
1. Complete a Stage 2: Formal Review Form and email it to complainsndconduct @unswglobal. unsw. edu.au. Hardcopy forms are also available from, and may be submitted to the Student Services Center.
2. Lodge the Stage 2: Format Review Form within 10 working days of the issue arising or receiving a response to your Stage 1: Informal Complaint.
We will:
1. Refer your complaint to the appropriate person for investigation and resolution.
2. Acknowledge your complaint within in working days of receiving your Stage 2: Formal Review Form and, in some cases, contact you to arrange an interview.
3. Send you a written statement of the outcome of your complaint, including the reasons for the outcome, within 10 working days of the acknowledgement of your complaint, or of any interview conducted.
Examples include:
•bullying and harassment
•decision to cancel enrolment
•refusal to issue a refund
•refusal to allow leave of absence
Stage 3: External Appeal Process
If you are not satisfied with the outcome of a Stage 2: Formal Review Process, you may refer the case to an external body for an independent review (see section 9 of the Complaints and Appeals Policy).
If you start with an external appeal, so that your enrolment can be maintained during the appeal process, you must inform us in writing by emailing complainsandconduct @ unswglobal. unsw edu.au.
【小题1】The passage can most probably be found in the section "_______"in a school admission booklet.| A．Application Procedures | B．Rules and Procedures |
| C．Frequently Asked Questions | D．Acknowledgement and Declaration |
| A．a formal reply will be sent to you within a short time. |
| B．cases of mistreatment by host family are most common |
| C．the case is directly handled by the Student Services Center |
| D．only international students are entitled to lodge a complaint |
| A．have a consultation with a third party | B．inform the school of the appeal process |
| C．have the enrolment suspended temporarily | D．bear the expense of an independent review |
