Appeals and complaints
All UTS students have the right to:
- appeal against certain administrative decisions taken by the university
- lodge a complaint if they feel they have been wrongly treated by the university or its staff members.
Students should familiarise themselves with their rights and responsibilities as UTS students.
International students should also be aware of the implications of university decisions for their enrolment and student visa status. See more on cancellation or suspension below.
An appeal is a formal opportunity for a student to have an academic or administrative decision reconsidered by the university.
Appeals may be made regarding:
- refusal to grant a refund of tuition fees or deposit
- imposing a late fee for overdue tuition fees
- cancellation of enrolment for non-payment of fees
Appeals against fees decisions should be made by submitting an online enquiry through Ask UTS. You can view information about fees, including how to generate an eInvoice, payment methods, hardship and special circumstances in the payment information section.
Academic results and academic progress
Appeals may be made regarding:
- cancellation of enrolment for unsatisfactory academic progress (exclusion)
- disagreement over a final subject grade.
You can find more information about the rules regarding appealing academic and progression decisions.
Plagiarism matters are generally managed by the relevant Responsible Academic Officer within each faculty. All other student misconduct matters are managed centrally by the Director, Governance Support Unit. In all cases, students will be informed of the appeal process if the allegation of student misconduct is proven.
More information about misconduct matters can be found at student misconduct.
Cancellation or suspension of enrolment
UTS has the right to cancel or suspend your enrolment in some circumstances, including:
If your enrolment is cancelled or suspended, UTS must report this to the Department of Home Affairs. To determine your visa status, you will need to contact the Department of Home Affairs (opens an external site).
If your enrolment is cancelled for failure to maintain satisfactory academic progress, you cannot be reported to the Department of Home Affairs until any external appeal processes have been exhausted.
Appealing against cancellation or suspension of enrolment
If the university indicates that it intends to cancel or suspend your enrolment, then you have the right to appeal. By law, you must be given 20 working days to lodge your appeal.
Note that you may not be permitted to enrol in classes while your appeal is being considered.
You can complain to UTS about your learning experience. This might include a process or procedure, course content, interactions with staff, UTS facilities or UTS programs.
Making a complaint
As a student at UTS, you can make a complaint to any UTS staff member and they can take steps to resolve it. Try to make your complaint as soon after the event as possible.
In the first instance, you should contact your faculty if your complaint relates to:
- recognition of prior learning
- review of an assessment mark or final mark for a subject
- an application for fee remission
- an application for no academic penalty
- misconduct proceedings.
If your complaint relates to the UTS teaching and learning environment, you should raise this with your subject/course coordinator or Responsible Academic Officer. This gives your faculty an opportunity to address your concerns.
If you are dissatisfied with the outcome you may lodge a complaint with the Student Complaints Resolution Office (SCRO). Complaints made to SCRO must be in line with the Student Complaints Policy and Procedures.
SCRO will attempt to resolve complaints only once they have been looked into by the faculty. SCRO does not advocate for students and will not intervene in established processes or matters of academic judgement. If you have not raised the matter with teaching and learning staff, SCRO will usually refer the matter back to the faculty.
Once a complaint is received by SCRO they will make an assessment about whether the policy applies and, if so, take steps towards resolving the matter. You can also make a complaint to SCRO if it’s not possible or appropriate to make a complaint to a staff member you know.
To make a complaint to SCRO, email details to firstname.lastname@example.org. You must include all information and correspondence about your complaint. For example, a copy of the most recent decision by the university and/or details of your most recent interaction with UTS staff in relation to your complaint.
Internal review: UTS Student Ombud
The Student Ombud can review UTS administrative decisions by making sure that rules, policies and procedures were followed in a fair and proper manner. The Ombud expects students to have exhausted all other internal university options to resolve the matter before accepting referrals or complaints. SCRO may refer a complaint to the Ombud if the complaint is about an administrative decision.
External review: NSW Ombudsman
If you are unsatisfied with the findings of the Student Ombud, you are also entitled by law to lodge a complaint to the NSW Ombudsman (opens an external site). There is no cost for this service.
International students can also lodge a complaint with the Commonwealth Ombudsman (opens an external site).
Further information and advice
- For advice about visa implications, refer to International student services (UTS International).
- For advice about lodging complaints, refer to UTS Equity and Diversity Unit.
The UTS Students’ Association is an independent organisation run by students, for students. They employ professional advocacy officers who give free confidential advice and assistance to students.
Accessing any of the university’s complaints and appeals processes does not remove your right to access independent legal remedies to solve disputes with the university.