AUT - Concerns, complaints and compliments
- ArionWhere applying and enrolled students can access AUT course information, check your enrolment status, make fee payments, update your personal details and view your academic results.
- AUTOnlineOnline access to course resources and learning activities through AUT's central learning management system.
- UnicentralUniCentral is the AUT University Student Portal. Here you will find useful information about you as a student and quicklinks to all the important online systems you will need to use while studying at AUT University.
Concerns, complaints and compliments
We welcome feedback
We welcome any feedback you may have regarding Student Services at AUT. If you would like to provide us with feedback on our services or ideas for improvements, you can email us at studentservices@aut.ac.nz.
You can also fill out a feedback card found at each of the service areas and drop it into the box provided.
Formal complaints: steps to follow
Hopefully you'll never have to make any formal complaints while you study here, but if you do, we've set up a system to help you.
There are steps you need to follow:
- Raise the matter with the person concerned. If you don’t want to do this personally, ask your class representative or AuSM staff to do it on your behalf.
- Allow the person to try to resolve the matter at the lowest possible level.
- If the problem persists or you’re not happy with the way the matter has been dealt with, ask your programme leader or the manager of the service to arrange an interview to try and resolve the problem.
- If you have tried to resolve this matter to the best of your ability and still feel unhappy about the outcome or how you have been treated, you may want to lodge a formal complaint. Either you or AuSM can put your complaint in writing and address it to the Academic Registrar. The Academic Registrar will investigate your complaint and reply to you in writing.
Lodging a formal complaint
To lodge a formal complaint you must put it in writing to:
Email: studentservices@aut.ac.nz, or
Post:
AUT University
Formal Complaints
Private Bag 92006, Auckland 1142
The process
Once a formal complaint has been received by the Academic Registrar, we will acknowledge your complaint in writing via post. Anonymous formal complaints will not be actioned.
The Complaints Office will then investigate the matter and gather information and a response from the faculty, staff member or department involved. All the information will be collated and assessed based on the information provided and the feedback given.
More information
The AUT University Calendar has information on the discipline statute, formal complaints and appeals information. See the General Academic Regulations section of the Calendar, page 98, for more information.
See the AUT University Calendar.[
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