A formal complaint means a concern which has not been resolved informally, and which is then set out in writing, and forwarded to the Student Complaint Management Unit
Why make a formal complaint?
You do not need to make a formal complaint just because you want to put it in writing and/or would like a written response. Writing might sometimes be the best (or only available) way you can communicate your complaint informally.
The reasons that you would consider making a formal complaint are:
• You have not been able to resolve your complaint informally and believe a formal resolution process for your complaint should offer you something satisfactory to you, or;
• You feel you can’t proceed informally with your complaint. A typical reason for this would be that the complaint is about an ongoing personal conflict or other problem with a staff member (not just that you have got into a conflict because of what you want to complain about).
If you make a formal complaint, the University is obliged to respond in accordance with the procedure for managing complaints specified in the JCU Policy that relates to what you have complained about. Each procedure states actions that are required of the University, including who is to do them and, often, in what timeframe they are to be done, what your involvement might be, and how you will hear about the result. The aim of these procedures is to provide for the fair, prompt and efficient resolution of student complaints.