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I have a problem or issue

Many problems and issues occur through misunderstanding, and in most cases, can be resolved quickly and informally. You may raise an informal issue at any time in person, by telephone, email or in writing to your tutor, lecturer, faculty or Student Relationship Officer (SRO).

If you believe you have grounds for the appeal of your final grade/s the first person you should contact to discuss the problem is your course examiner.  When you contact your examiner:

  • request the examiner check that no administrative error has occurred
  • discuss the grounds upon which you feel the grade awarded is incorrect.

If you are unhappy with the outcome of this discussion, you have the option of lodging an appeal.

Please note, before you make any decisions, it is important you understand the difference between an appeal and a complaint.

How to lodge a formal appeal

If you were unable to resolve the issue with your course examiner and you feel you have been unfairly disadvantaged, you are able to lodge a formal appeal in accordance with USQ’s Appeal Policy.

It is important to note that appeals are considered on the following grounds only:

  • Where there has been a breach of the University’s regulations, procedures or assessment policy, or failure to adhere to the approved assessment procedures for that course, sufficient to cause disadvantage to you.
  • That you have been unfairly treated in the process of assessment.
  • That you have been unfairly treated by persons involved in the conduct of the examination.

The written appeal should be addressed to the Appeals Committee of the Faculty offering the course and must be lodged within 20 business days of results release. Further detailed information is available in the USQ’s Appeal Policy.

How to solve other issues and problems

Many problems and issues occur through misunderstanding, and in most cases, can be resolved quickly and informally. You may raise an informal issue at any time in person, by telephone, email or in writing to your tutor, lecturer, faculty or Student Relationship Officer (SRO).

If you were not able to resolve your issue through informal enquiries you have the option of lodging a formal complaint. You can lodge this complaint via a Formal Complaint Form, a written letter or email.

When lodging a formal complaint, it is important to include:

  • a brief description of the complaint and when or where it happened
  • whether you have already spoken to someone (such as a staff member) about the complaint or taken any other action to try and resolve it
  • include copies of any relevant documents or correspondence;
  • explain the outcome you are seeking.

All formal (written) complaints will be investigated in line with the University’s Complaints Management Policy. All students are welcome and entitled to have the support of an Advocacy Officer from the Student Guild. When appropriate, mediation or conciliation will be offered as a means of resolving the dispute.