Getting Support

Complaints Management Unit

Anyone can voice a concern or complaint or appeal a decision without fear of disadvantage. The following is a list of people who may be able to provide advocacy, advice and support.

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Grades or academic related matters

If you have a concern about a mark or an overall grade or course, you should talk to your lecturer or course coordinator.

If you were unable to informally resolve your concern about an academic matter, read the Student Academic Grievance Procedure (PDF 82KB) and then contact the Complaints Management Unit for further information and advice.

Administrative matters

Contact Student Central for administrative matters including but not limited to:

  • admission
  • scholarships
  • student cards
  • enrolment
  • fees
  • changes of enrolment
T: 1800 061 963 (freecall)
E: student.central@cdu.edu.au
Postgraduate research matters

For postgraduate research matters speak to your research supervisor/s or your Faculty’s Research Integrity Advisor. The Office of Research and Innovation is the central administrative and support unit for all higher degree research students and their supervisors.

Non-academic matters

For problems not directly related to your study, such as personal matters, Equity Services provides a number of confidential services including counselling, accommodation and careers advice, as well as disability support.

T: 08 8946 6288
F: 08 8946 6654
E: equity@cdu.edu.au

Personal safety

For information on personal safety, safety on campus, or to raise a security concern, contact University Security.

T: 1800 646 501 (freecall, Australia-wide 24/7)
E: security@cdu.edu.au

Security officers are available to escort students and staff after hours between buildings, campus car parks and local public transport points.

Alice Springs campus

Security escort service between 0800 and 2200 and other security matters

T: 0428 816 741.

Casuarina campus

T: 1800 646 501 (freecall, Australia-wide 24/7)
Student Advocacy Officer

Student Advocacy Officers have been appointed by CDU Amenities Limited to provide confidential, independent student advocacy and support free of charge for Higher Education students. Students are encouraged to utilise this service when issues arise and they are unsure of the avenues to take when attempting to resolve a situation.

Casuarina campus
Building Red 6.1.12
T: 08 8946 7705 | 08 8946 7100
W: Student advocacy
E: advocacy@cdu.edu.au   

Complaints Management Unit

The Complaints Management Unit provides you with confidential information and advice on the University’s complaint and appeal processes.

Casuarina campus
Building Blue 1.1.36
T: 08 8946 6509
E: complaints@cdu.edu.au  

Equity Services

Equity Services provides free, confidential support in a range of areas to assist you during your studies, including counselling, accommodation and careers advice, as well as disability support.

Casuarina campus
Building Blue 1.1.21
T: 08 8946 6288
F: 08 8946 6654
E: equity@cdu.edu.au  
W: Equity Services

External Student Support (ESS)

ESS is part of the Flexible Delivery Team and assists students studying in external modes.

T: 08 8946 6483
F: 08 8946 6199
E: ess@cdu.edu.au

International Students

International students can make an appointment to speak to a staff member from the Office of International Services for support with all aspects of life that may affect academic performance.

Casuarina campus
Building Orange 2.1
T: 08 8946 7215
E: international@cdu.edu.au

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Complaints Management Unit

The Complaints Management Unit provides you with confidential information and advice on the University’s complaint and appeal processes.

Casuarina campus
Building Blue 1.1.36
T: 08 8946 6509
E: complaints@cdu.edu.au  

Employee Assistance Program

The Employee Assistance Program provides a free, short-term (up to five sessions initially), confidential counselling service to provide assistance with issues such as grief, addiction, work related problems and relationship and family issues.

Contact

Employee Assistance Services Australia (EASA)
Darwin: 08 8941 1752
Katherine: 08 8941 1752
Alice Springs: 08 8953 4225
Outside of the above areas: 1800 193 123
W: easa.org.au

Office of People and Capability Employee Safety, Emergency and Wellbeing

Casuarina campus
Building Orange 12.2
T: 08 8946 6904
W: whs@cdu.edu.au

Personal safety

For information on personal safety, safety on campus, or to raise a security concern, contact University Security.

T: 1800 646 501 (freecall, Australia-wide 24/7)
E: security@cdu.edu.au

Security officers are available to escort students and staff after hours between buildings, campus car parks and local public transport points.

Alice Springs campus

For security escort service between 0800 and 2200 and other security matters:

T: 0428 816 741

Casuarina campus

T: 1800 646 501 (freecall, Australia-wide 24/7)
National Tertiary Education Union

The NTEU provides advice to members about workplace or industrial matters.

Casuarina campus
Building Red 6.1.13
T: 08 8946 7231
E: nt@nteu.org.au
W: www.nteu.org.au

Community and Public Sector Union

1/38 Woods Street
Darwin NT 0800
T: 08 8982 8500
F: 08 8982 8515
E: kay.densley@cpsu.org.au  
W: cpsu.org.au

United Voice

Floor 1, 38 Woods Street
Darwin NT 0800
T: 08 8924 4700
F: 08 8981 1060
W: unitedvoice.org.au

Australian Education Union

The Australian Education Union represents and advocates for all teaching staff in public education, as well as many support workers.

Unit 3, 8 Totem Road
Coconut Grove NT 0810
T: 08 8948 5399
E: admin@aeunt.org.au

Australian Manufacturing Workers’ Union

Floor 1, 38 Woods Street
T: 08 8941 1551
F: 08 8941 0801
W: amwu.org.au

In addition to internal processes for appeals and for complaint management, various external agencies provide an avenue for raising complaints and concerns. If you do not know which external organisation to contact, you may seek advice from the Complaints Management Unit.

Complaints must be lodged with the appropriate external organisation, in accordance with that organisations procedures and deadlines. Deadlines may differ from one organisation to the next.

You should be aware that external organisations will normally notify the University when they receive a complaint and will ask the University to respond. When the University becomes aware that a complaint has been lodged with an external organisation it will record the complaint in its Complain management system.

Please note that if you do choose to use an external avenue of complaint, any internal complaints processes being undertaken may cease until such time as the external organisation has completed its investigation and submitted all reports related to its findings.

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Ombudsman for the Northern Territory

The Ombudsman was appointed to receive complaints from members of the public who feel they have been treated unfairly or inappropriately by Northern Territory Government agencies, statutory bodies, and local government councils, Northern Territory Police or Correctional Services. A complaint may be made about any decision, recommendation, action or inaction. The Ombudsman is independent and provides a free service to investigate and resolve complaints, identify problems and work to improve services.

The Ombudsman
Floor 12, NT House
22 Mitchell Street
Darwin NT 0800
T: 08 8999 1818
T: 1800 806 380 (freecall)
F: 08 8999 1828
E: ombudsman@nt.gov.au      
W: ombudsman.nt.gov.au

Northern Territory Anti-Discrimination Commission

The Northern Territory Anti-Discrimination Commission promotes equal opportunity for all Territorians. Established in 1993, the Anti-Discrimination Commission provides information about an individual’s rights and responsibilities under the Northern Territory Anti-Discrimination Act. They also accept, investigate and help resolve complaints of discrimination.

Floor 7, 9-11 Cavenagh Street
Darwin, NT. 0800
LMB 22 GPO
Darwin NT 0801
T: 08 8999 1444
T: 1800 813 846 (freecall)
E: antidiscrimination@nt.gov.au
W: adc.nt.gov.au

Australian Human Rights Commission

Established in 1986, the Commission is a national independent statutory government body. The Commission can investigate alleged discrimination on the grounds of race, colour or ethnic origin, racial vilification, sex, sexual harassment, marital status, pregnancy or disability. Human Rights education is a core responsibility of the Commission, along with the investigation and attempted resolution of complaints about breaches of human rights and anti-discrimination legislation.

GPO Box 5218
Sydney NSW 2001
T: 1300 656 419
F: 02 9284 9611
E: newcomplaints@humanrights.gov.au
W: hreoc.gov.au

Commissioner for Public Interest Disclosures or Whistleblowers

The Office of the Commissioner for Public Interest Disclosures is independent from government control in what they investigate, how they choose to conduct the investigations, the recommendations they make, and the views they take as to the actions of public bodies and their officers. Their records are exempt from disclosure under freedom of information laws.

Level 7, 9-11 Cavenagh Street
Darwin NT 0800
T: 1800 250 918
E: blowthewhistle@nt.gov.au
W: blowthewhistle.nt.gov.au

Fair Work Commission

The Commission is responsible for administering the provisions of the Fair Work (Registered Organisations) Act 2009 that deal with registration and accountability of unions and employer associations. This act outlines the standards to be met by registered organisations in relation to rules, financial reporting, elections, conduct of officers and other matters. Note: From 1 January 2014, a worker in a constitutionally covered business who reasonably believes that he or she has been bullied at work can apply to the Fair Work Commission for an order to stop the bullying.

Floor 10, Northern Territory House
22 Mitchell Street
Darwin NT 0800
T: 08 8936 2800
E: darwin@fwc.gov.au
W: fwc.gov.au    

Fair Work Ombudsman

The Fair Work Ombudsman is an independent statutory office, as set out in the Fair Work Act 2009 and its services are free to all workers and employers in Australia. Services include:

  • A single point of contact for reliable and timely information about Australia's workplace relations system
  • Educating people working in Australia about fair work practices, rights and obligations
  • Assessing complaints or suspected breaches of workplace laws, awards and registered agreements
  • Litigating in some circumstances to enforce workplace laws and deter people from doing wrong in the community
  • Building strong and effective relationships with industry, unions and other stakeholders.

Level 3
39-41 Woods St
Darwin NT 0801
T: 13 13 94
W: fairwork.gov.au

Information Commissioner

The Information Commissioner is the independent officer appointed to oversee the Freedom of Information and Privacy provisions of the Northern Territory Information Act.

The two main functions of the Information Commissioner are to:

  • promote understanding and awareness of FOI and Privacy in the community and the public sector
  • deal with complaints about breaches of privacy and about FOI decisions made by public sector organisations (from 1 July 2004).

Level 7
9-11 Cavenagh Street
Darwin NT 0800
T: 08 8999 1500
T: 1800 005 610 (freecall)
F: 08 8942 6512
E: infocomm@nt.gov.au  
W: infocomm.nt.gov.au

NT Work Safe

NT WorkSafe is a division under the NT Department of Business responsible for assisting businesses and workers understand their obligations under work health and safety, dangerous goods, electrical safety, and rehabilitation and workers compensation in the Northern Territory. NT WorkSafe officers are available to provide advice and information to assist in making workplaces safe.

First Floor, Darwin Plaza
41 Smith St, The Mall
Darwin NT 0800
T: 1800 019 115
F: 08 8999 5141
E: ntworksafe@nt.gov.au      
W: worksafe.nt.gov.au

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Rights and expectations

You can expect to be treated with courtesy at all times during the complaint process. The investigation process will be fair and timely and conducted in accordance with the principles of natural justice (natural justice means the right to have a decision made by an unbiased decision-maker that observes fair and impartial procedures).

You will be able to express your points of view without fear of recrimination, and you will have the right to:

  • attend meetings with a support person/s (friend or family member) and / or advocate
  • be kept informed during all stages of the process
  • be advised in writing of all decisions made in relation to the concern raised or decision appealed.

You are expected to:

  • treat all parties with courtesy at all times
  • respect the points of view of others
  • respect confidentiality
  • lodge your complaint in good faith and not include abusive, harassing or threatening language
  • provide full and accurate information
  • be patient - sometimes a review or investigation can take time, especially if it involves many people
  • not take any action that may prejudice the situation or be regarded as an act of recrimination against any other party.
Responding to an issue raised about you

If someone has raised a concern about you, it could mean they feel you have been rude, threatening, unreasonable or unfair. It is important you remain calm throughout this process and respond in a way which you would like to be responded to if you were making the complaint.

If someone has sought advice on how to deal with a conflict which involves you, there are a number of resolution options they may choose.

Self-resolution involving a two-way discussion

Depending on the severity of the issue, the person may be encouraged to try to have an open discussion with you about your behaviour. They may request that another person is present for the conversation. You may also choose to have a person present.

It is important to listen carefully to their concerns and take note of how your behaviour is making them feel. You should ask for an opportunity to ask questions and respond to their concern and try to agree on an appropriate outcome.

Informal Concern

The person may also consult a University officer at this point (such as the Complaints Management Unit, the Client Services Unit, a Health and Safety officer, a Student Advocacy Officer or a Union representative) to help them resolve the issue with you locally. You are also encouraged to seek advice and consult one of these officers or refer to the getting support page for other people who may be able to assist.

If you or the other person are not satisfied with the outcome of the conversation or if the conversation has previously taken place and the conflict has returned or remains unresolved, the issue may be escalated to a formal complaint.

Formal complaints

The University encourages parties to resolve issues informally and at a local level wherever possible. However, if an issue cannot be resolved by any other means, or someone is concerned about how a process or procedure of the University has been applied, they may choose to make a formal complaint.

An objective assessment of the conflict will be conducted. You will be contacted in order to give your version of events. It is important you provide a clear and honest account of the events and all requested documentation within a timely matter.

The appropriate decision-maker will direct the resolution process and implement a suitable course of action.