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Curtin University
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Curtin University

Complaints and Conflict Management

Curtin is committed to effective complaint/grievance management, with the objectives of:

  • minimizing personal and organizational dysfunction arising from unresolved complaints
  • providing fair, effective and open organizational response to complaints
  • ensuring that complaints are addressed according to the principles of procedural fairness, in a timely and confidential manner, at the lowest appropriate management level
  • promoting organizational and personal learning and development

Complaints will be managed with common sense, respect and fairness, efficiently, confidentially, and in a manner which affords procedural fairness to all parties.  ALL complaints submitted on-line or in paper form will be dealt with by the Dean of Students with the consultation of the Pro Vice Chancellor of Curtin Sarawak Campus. 

Complaint Categories

Due to the broad nature of complaints, the University has developed the following list of complaint categories to assist you to identify your main concerns and simplify the lodgement process for complainants.

If you are unsure or unable to identify the most appropriate category, please fill in the online form. Your complaint will be categorised upon receipt by the Office of Student Affairs (OSA).

You also can request for a confidential meeting if you wish to discuss your concerns or seek advice prior to registering a complaint.  We can be contacted by sending an email to or calling 085 – 443939, Ext: 4304

You can lodge your complaint or concern directly to the relevant department if you are sure and able to IDENTIFY the area of the complaint.

International Division

  • Application for Admission
  • Refusal of admission
  • Student Visa and passport for International citizen
  • International student welfare & support services
  • Official documents
  • Other or

Standards & Conduct Division

  • Ethics, Equity and Social Justice
  • Service Quality / Administration
  • Alleged Misconduct
  • Inappropriate behaviour of others
  • Policies, procedures ,legislation, statues, bylaws or rules not being followed

  • Orientation
  • Leadership & Entrepreneurship
  • Career & Alumni Services
  • Other

  • Housing Services
  • Sport and Recreation Services
  • Official documents
  • Housing Facilities
  • Sport and Recreation Facilities
  • Other or

  • Campus Crime Prevention
  • Security Services
  • Parking and Emergency transportation services
  • Other

  • University properties & Facilities
  • Parking spaces
  • Campus cleanliness
  • Facilities Maintenance Services
  • Other

  • Bookshop, Shuttle Services
  • Food and Beverage quality & services
  • Retails outlets management
  • Other

Fees and Charges

  • Student services and amenities fee (SSAF)
  • Fines and debts
  • Late fees
  • Document fees
  • Special processing and service fees
  • Printing and photocopying fees
  • Other

  • Newsletter
  • Branding, Advertising, Social Media
  • Design Services
  • Digital Media
  • University Events / campaigns
  • Other

  • Enrolment and Admission
  • Official documents
  • Examination
  • Examination appeals
  • Graduations
  • Scholarships
  • Application for admission
  • Refusal of admission
  • Assessment appeals
  • Cancellation of enrolment
  • Delays with enrolment application
  • Recognition of prior learning
  • Termination of enrolment
  • Timetabling of courses
  • Withdrawal/cancellation of courses
  • Incorrect course information provided
  • Other

  • Policies ,procedures and guidelines for foundation and undergraduates studies
  • Laboratory facilities management and services
  • Other

  • Policies ,procedures and guidelines for foundation and undergraduates studies
  • Laboratory facilities management and services
  • Other

  • Supervision of postgraduate students
  • Policies ,procedures and guidelines for postgraduate students
  • Scholarship terms and conditions
  • Other

Teaching & Learning

  • Quality of lectures
  • Quality of course materials
  • Quality of teaching/support/guidance/feedback
  • Quality of teaching facilities/theatre
  • Supervision of PhD students
  • Other

Academic Misconduct

  • Cheating
  • Collusion with others
  • Plagiarism
  • Falsifying data
  • Research misconduct
  • Provision of falsified records
  • Other

  • Recruitment process
  • Eligibility criteria
  • Offer of employment
  • No feedback on application
  • Long delays with application process
  • Selection process
  • Other

  • Library facilities
  • Library operation and services
  • Policies and Procedures for books and academic resources / materials

  • Student Webmail
  • Moodle
  • Oasis
  • Internet access
  • Printing and photocopying
  • Other