The Student Advisory Service provides a comprehensive advisory, information and referral service for students. The service undertakes the management of the Student Lounges as places of information provision and is responsible for the liaison with, and provision of services to, elected representatives of the student organisations.
The Student Advisors will be able to represent students with Student Progress Hearings, Student Assessment issues, Discipline Hearings and Student Feedback and Complaints.
Where students request that someone advocate or speak on their behalf, and where the relevant policies make provision for such a role, the Student Advisors will undertake an advocacy role.
In addition to this, students will also be able to make individual casework appointments to discuss confidential issues relating to their educational progress within the University.
Feedback
Students should always feel like they can raise their concerns directly with the University, and VU really values receiving feedback, whether it's a simple acknowledgement about enjoyment of a Univeristy event or service, or advice to help VU improve the way it does things in the future. If you want to let us know we've done a great job of something, please - feel free! General feedback can be submitted via the Feedback link at the bottom of every VU web page or by visiting Online Feedback Form
Complaints
YOU CAN COMPLAIN! The student complaint process is designed to provide a fair and prompt management and resolution of all student complaints.
STAGE 1: Informal Complaint
If you consider you have been wronged because of an action, decision or omission within the control or responsibility of the university, you are entitled to make a complaint.
You are asked to attempt to resolve the issue by taking reasonable steps to discuss and resolve with parties involved.
For assistance with this process, you may contact studentadvisors@vu.edu.au.
STAGE 2: Formal Complaint
If you have completed all requirements of Stage 1 Informal Complaint as stated in the Feedback and Complaint policy, and wish to proceed with a formal complaint, please complete the Online Complaint Form.
STAGE 3: Grievance
Please refer to the Student Feedback and Complaints policy.
Ombudsman Victoria
The Role of the Office of the Ombudsman in the handling of Student Grievances at Victoria University.
The Ombudsman of the State of Victoria is an independent officer of the Victorian Parliament who investigates complaints about administrative actions taken by Victorian government departments and other public sector agencies.
Victoria University is among the more than 600 public sector agencies that are within the Ombudsman jurisdiction, including other universities and government schools.
The mission of the Ombudsman is to improve the accountability of public sector agencies and to promote fair and reasonable public administration.
You may have a complaint and after exhausting all of Victoria University internal processes still not be satisfied with the outcome. In that event, you may wish to contact the Ombudsman. The Ombudsman may ask you to follow all the steps laid down in Victoria University internal procedures before accepting your complaint for investigation. In an investigation, the Ombudsman will seek to determine whether Victoria University's conduct has been reasonable and, if appropriate, may recommend remedial action.
You may contact the Ombudsman at:
Ombudsman Victoria
Level 3, South Tower
459 Collins Street
Melbourne Victoria 3000
or on:
Telephone: (03) 9613 6222
Facsimile: (03) 9614 0246
or through accessing the Ombudsman website at:
Key Documents
Policies |
Online form |
Other documentation |
Frequently Asked Questions |
| Student Feedback Form (Online Form) |  Student Feedback Form (35KB) |
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| Student Complaint Form (Online Form) | Complaint Form 5-7-07 (57KB) |
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| Student Assessment Policy (PDF) | |||
| Student Progress Policy (PDF) | Progress Policy Presentation |
Student Progress Policy FAQs and Letter Writing Guide (Progress) |
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| Academic Honesty and Preventing Plagiarism FAQs and Letter Guide.pdf (65KB) |
If you require assistance, or you have questions in relation to this matter please contact us at:
General email enquiries studentadvisors@vu.edu.au
General Enquiries (All Campuses) Phone: 9919 4360
