James Cook University is committed to having an effective system of complaint management that responds to complaints in a positive way and contributes to the continuous improvement of the teaching and learning environment.
We realise that sometimes issues arise that should be resolved. When you raise your concerns with us, it provides us an opportunity to address your concerns and to make improvements to benefit the whole University.
Student complaints must be directly related to our services and core business of the University. We do not manage all complaints about associated entities such as JCU Dental, JCU Singapore, JCU Student Association, and JCU Health. Complaints about these entities must be lodged directly with those bodies.
The University has a number of specific policies to address various complaints. To ensure your concern is managed promptly and by the most appropriate person, please check our list of policies.
Feedback
JCU welcomes your feedback and perspectives about your experiences as a student. We want to hear from you when something you have experienced as a student has particularly impressed you, or if you want to make a suggestion for improvement to our facilities or services. Find out more about providing feedback.
Complaints
JCU students have the right to express concern about anything they have experienced at JCU that they believe is wrong. If your concern is something which is within the control or responsibility of JCU, and you feel that you have been adversely affected by it, we would like to help resolve it. The mechanisms available to resolve your complaint depends on a number of factors. Read more about making a complaint.
Appeals
If you have received a formal decision from the University and you believe that the decision made was procedurally unfair, you should consider submitting an appeal. Please note unless indicated in policy, appeals are not about the merits of a case but the process that was undertaken to arrive at a decision. Being unhappy with the decision alone is not sufficient grounds to appeal a decision. Read more about appeals.
Forms, help and resources
If you are confused, anxious or dealing with too many personal issues at the same time, there are people and services who may be able to assist. See here for more resources.
If you are unable to use the online form, please download one of the fillable PDF versions, ensuring you save the form prior to submitting:
