Student complaints resolution
Victoria University has a Student Complaints Resolution policy to guide you through the steps you can take to resolve issues related to your time at the University. The complaint resolution process has three stages; the first stage is outlined below.
First steps to resolving your concerns
If you have a complaint, get us involved by taking these steps:
| Talk about your concerns | |||
|---|---|---|---|
| Speak with the staff member involved and check all the facts. Sometimes you may be able to sort things out just by getting more information. | You may also speak to another staff member, or ask a Student Advisor to speak on your behalf, if you're not comfortable dealing with that person directly. | ||
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| Seek support and information from the Student Advisory Service | |||
| Seek free and confidential advice from the Student Advisory Service. You can also access any of our other support services for assistance with specific issues. | |||
| Student Advisory Service | Counselling Services | Student Equity | Disability Support |
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| Work out a solution by negotiating in a problem-solving way | |||
| Sometimes solving a problem is easy. Sometimes it involves making a compromise. Generally we find there's a positive outcome if all the people involved in the complaint keep an open mind, are considerate of the "other side of the story", and prepared to move forward without dwelling on past mistakes. A lot of complaints are resolved through getting advice from a Student Advisor to find an achievable solution. | |||
If your complaint is not resolved
If your issue has not been sorted out after taking the above actions, you may seek further assistance from the Student Advisory Service and follow the steps on how to lodge a written complaint at Request for Assistance with my Complaint. The policy requires that you have made reasonable attempts to follow the steps above before lodging a written complaint. All written complaints from students are handled by the Office of the Pro Vice-Chancellor, Academic and Students.
The Victorian Ombudsman
If you are not satisfied with Victoria University's complaint handling process, or you do not believe we have responded to your complaint in a reasonable time, you can contact the Victorian Ombudsman.
The Ombudsman independently investigates complaints about universities. They are impartial and do not act on behalf of students or universities.
The Ombudsman will encourage you to use Victoria University’s internal procedures first.
Contact the Victorian Ombudsman:
Phone: +61 3 9613 6222 or 1800 806 314
Fax: +61 3 9614 0246
Address: Level 9, 459 Collins Street, Melbourne 3000
Find answers to general questions, or make a comment
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It also gives you the opportunity to ask your own questions, find an answer or make comments and suggestions for improvement on your University experience.
Page last updated: Wednesday 8 February 2012