Complaint resolution

Victoria University's Student Complaints Policy provides for the fair and prompt handling of student complaints in a manner that's consistent with the University's values.

Our process encourages students to be independent and effective problem solvers. We encourage you to try to resolve your concern informally before lodging a complaint.

Types of complaints

Complaints under the Complaints Policy and Complaints Procedure (Student and Public) may relate to:

the performance of administrative, academic, teaching, research or service functions of the university
any third party involved in the delivery of services on behalf of the university, if the complaint is in regards to the delivery of those services
the behaviour or actions of another student of the university.

Try to resolve the concern yourself informally, using the three-step process detailed below:

: We encourage students to try and resolve concerns informally, if reasonable to do so, before making a complaint through the Student Complaints and Integrity Office.
: As a student, you have access to free and confidential support services to assist you:

VUHQ Student Service Centre or call +61 3 9919 6100

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: Liaise with the relevant area directly. For example if your concern is about a specific unit of study, an assessment grade and/or feedback, contact the academic who teaches the unit or the course coordinator, as outlined in the Assessment for Learning - Review of Individual Assessment Outcomes Procedure.

If you're a higher degree by research student and your concern relates to your academic studies, speak to your research supervisor/s or contact the Graduate Research School.

If your concern is about the actions or behaviour of another student or staff member, try to speak to this person directly and explain how you feel about their actions or behaviour. If the concerning behaviour could be discrimination, sexual harassment or bullying, contact Safer Community.
: If you haven't been able to reach a resolution following the three-step process above, then you can lodge a formal complaint with the Student Complaints and Integrity Office (SCIO) via completing the online complaint form.
Provide evidence/supporting documents in support of your complaint, where this is relevant.
Provide details of your complaint.
Explain why you’ve referred the matter to the SCIO, detailing what steps you’ve taken to resolve the issue informally and/or why it may not be appropriate to resolve your concerns informally.
You are not expected to resolve serious matters or issues informally, such as concerns relating to harassment and/or discrimination. The SCIO will always provide you with appropriate support to resolve serious issues or matters that are impacting you.
Propose the outcome you’re seeking – be aware that not all complaints managed via the SCIO will result in the specific outcome you seek.
Contacts & support services
Student Support Services
VU offers a range of Support services to currently enrolled students.
Student Complaints & Integrity Office
Enquiries on the Student Complaints process.
Email: [email protected]
Call: +61 3 9919 5007
: The University provides students with the right to appeal some University decisions.
The appeal process:
provides the ability to restore trust where a mistake or error has been made
allows the University to amend a wrong where no current legislation, policies or procedures provide protection for a student
ensures that all students are given the opportunity to seek procedural fairness should the need arise.
Learn more about student appeals

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Student formal complaints procedure

Formal complaint

Submit a complaint to the Student Complaints and Integrity Office (SCIO) along with relevant supporting information.
The office will triage the complaint and liaise with the relevant College/Business Area. The SCIO may contact you to seek more information to clarify/support your complaint.
The College/Business area investigates with assistance from the SCIO. The investigation will usually occur within a reasonable timeframe – usually 20 university business days.
- You will be notified if there is a good reason for any delay – usually because the issue is complex or requires detailed investigation.
The College/Business area provides a written decision with reasons whether your complaint is justified (partially/fully) or rejected.
If your complaint is justified, a remedy will be offered.
If you are satisfied, the formal complaint process will finish here.

If you're unsatisfied with the complaint decision

You can lodge an appeal if you satisfy certain criteria under Student Appeals Regulations 2019 or Student Appeals Procedure

External options

National Student Ombudsman (higher education students)

The National Student Ombudsman (NSO) is a free and independent service for students to resolve complaints about their higher education provider.

Students can contact the NSO:

Online: National Student Ombudsman complaint form
Phone: 1300 395 775
In-person: at Commonwealth Ombudsman offices.

The NSO encourages students to explore their provider’s complaint pathways before coming to the NSO, as this may be the quickest way to resolve an issue. However, this is not a requirement, particularly if students do not feel safe or comfortable doing so.

Read about the NSO complaint process.
Learn more on the NSO website.

Victorian Ombudsman (Vocational education students)

Vocational education (TAFE) students can contact the Victorian Ombudsman for help with complaints about the administrative actions or decisions of the university. This is a free and independent service.

The Victorian Ombudsman may encourage students to use the Victoria University complaints resolution process first, prior to lodging a complaint with them.

Website: Victorian Ombudsman
Phone: 1800 806 314
Address: Level 2, 570 Bourke Street, Melbourne VIC 3000

Victorian Human Rights & Equal Opportunity Commission

Victorian Human Rights and Equal Opportunity Commission works to resolve complaints about discrimination, sexual harassment and racial and religious vilification.

Lines are open Monday to Friday 9am—5pm, or submit your complaint online.
Phone: 1300 891 848
TTY: 1300 289 621
Email: [email protected]

National Relay Service

Phone: 1300 555 727 (Speak and Listen)
Website: National Relay Service

Translating & Interpreting Service

Phone: 131 450
Website: Translating and Interpreting Service

Privacy & records

The privacy statement for the collection of student information provides details about the types of student information we collect and how it's managed. Students should read the statement before completing any forms.

For information about how the University protects your information, please refer to the Privacy Policy. You can also contact our Privacy Officer at [email protected] for any privacy-related query or concern.

Public complaint resolution

Victoria University’s Public Complaint Policy identifies the scope and process for complaints about the University, its staff, its students, or third parties providing services on behalf of the University.

Lodging a public complaint

You can lodge a complaint by completing the online complaint form.

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