First steps to resolving your concerns

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 are prepared to move forward without dwelling on past mistakes. A lot of complaints are resolved through a Student Advisor helping to find an achievable solution within your school.

If your issue relates to your study then try to resolve it through talking to the staff in your school first.

Ask the Student Advisory Service for assistance if:

• the matter relates to a different area of the University
• you feel like you can't speak to those people yourself
• you don't know who to speak to, or
• you wish to remain anonymous.

Follow the three steps below in order to try to resolve the issue at Stage 1.

Step 1: Talk about your concerns
Find the most appropriate staff to help you to discuss your issue. You may need to ask to find out the names of staff you should speak to in the following order: in Higher Education speak to your lecturer, then the Unit of Study Coordinator for that subject, then your Course Coordinator. in TAFE speak to your teacher, then ask administrative staff whether to speak to the School Manager or the Education Manager or the Operations Manager. If you are a higher degree by research student, speak to your Research Supervisor/s or your school's Postgraduate Research Coordinator (PRC). If you don't know who the PRC is, ask the Office for Postgraduate Research. If you are an offshore student, contact your Site Coordinator. If you don't know who this is please email Associate Director of International Student Support, via Danielle.Hartridge@vu.edu.au, who will advise you.
Step 2: 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
Step 3: Contact your Head of School directly or through a Student Advisor
You may contact your Head of School directly yourself or you can ask a Student Advisor to contact the Head of School on your behalf. If you are still not satisfied with the outcome you may seek to resolve your complaint at Stage 2, as described below.

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, or
• you can contact us using the Written complaint form.

The Student Complaints Resolution 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.

Complaint stages

Throughout the complaint handling process, a complaint will be classified as Stage 1, Stage 2 or Stage 3. A Student Advisor can assist you at any stage.

• Stage 1 describes a complaint that is being discussed directly between you and a staff member, or between you and an administrative unit (as outlined above).
• Stage 2 describes a complaint which has not been resolved at Stage 1, and has been raised with the Office of the Pro Vice-Chancellor, Academic and Students via the Student Advisory Service, or via our Written complaint form. Senior Officers of the University investigate Stage 2 complaints and decide on an outcome.
• Stage 3 is a final appeal, which you can pursue if you are not satisfied with our decision at Stage 2. Contact the Student Advisory Service if you wish to initiate the Stage 3 process.

Offshore students - complaint resolution in your language

• Arabic
• Cantonese
• Hindi
• Mandarin
• Vietnamese

Frequently asked questions about student complaints

Please refer to our list of FAQs about student complaints, for answers to a range of questions including:

• Can I lodge a complaint if I'm no longer a student?
• I'd just like feedback on my assessment task, and discuss whether it may be re-marked. What do I do?
• I feel like I have been discriminated against. What should I do?
• Can I lodge a complaint if I'm an offshore student?

Find answers to general questions, or make a comment

ASKVU is an online system that hosts the answers to Frequently Asked Questions (FAQs).
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.

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

Contacting the Student Advisory Service

You can make a confidential appointment with a student adviser for advice on issues relating to your education and progress at VU.

ASKVU Find answers and ask questions
Phone: +61 3 9919 8801, 9919 2399 or 9919 4418
Email: studentadvisors@vu.edu.au