Complaint resolution

Try to resolve the concern yourself before lodging an official complaint. We have a three-step process to help you.

Step 1 - Identify your concern and a possible solution

It's important that you're clear about the nature of your concern and what some possible solutions could be. We encourage our students to try to resolve concerns at the local level, if reasonable and appropriate to do so, before making a complaint through the Integrity Office.

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. For example:

"When you... (name a specific behaviour), I feel... (describe the feelings). Please do not do it again/what I would prefer is..."

If the concerning behaviour could be discrimination, sexual harassment or bullying, speak with a Discrimination, Harassment and Bullying Contact Officer.

If you have an academic concern, please talk to your academic or course coordinator in the first instance to see if the matter can be resolved.

Who to talk to

• Discrimination, Harassment and Bullying Contact Officers. A Contact Officer can be the first point of contact if your concern is about discrimination, harassment, sexual harassment or bullying. View the list of Contact Officers.
• Student Contact Centre if the matter is administrative.
• Course coordinator or academic if the matter is of an academic nature.
• Student Advocacy.

Step 2 - Seek assistance

As a student, you have have free and confidential access to support services to assist you with your concern. These services include:

• Academic support
• AskVU - find answers to general questions, or ask a question
• Discrimination, Harassment and Bullying Officers
• Counselling
• Disability Support
• Housing & accommodation
• International Student Support
• Safer Community
• Student Advocacy.

Step 3 - Initiate action

If your concern is about a specific unit of study, an assessment grade and/or feedback, you can contact the academic who teaches the unit or the course coordinator.

If you are a higher degree by research student, and your concern relates to your academic studies it is advised that you speak initially to your research supervisor/s or your college’s postgraduate research coordinator (PRC). If you don’t know who the PRC is, ask.

For concerns not directly related to your study you can AskVU, visit VUHQ or call +61 3 9919 6100.

If you are having an interpersonal conflict, or you are feeling bullied, discriminated against or sexually harassed please contact the Discrimination, Harassment and Bullying Officers. They can assist you to clarify if your concern is discrimination, harassment or bullying, and explain the University complaints process and options. You can also contact the Integrity Office, phone +61 3 9919 5007 or email integrity.office@vu.edu.au.

Offshore students

If you are an offshore student, you can:

• contact your Site Coordinator
• contact Victoria University International, phone +61 3 9919 1164
• complete an international enquiry.

Unable to resolve your concern at the college or local level

You can contact the Integrity Office if you have:

• made reasonable attempts to resolve your concern locally with the person concerned
• believe after seeking advice tha the matter cannot be resolved by you locally
• believe that you may have been bullied, discriminated against or sexually harassed.

Phone: +61 3 9919 5007
Email: integrity.office@vu.edu.au
Mail: Integrity Office
Footscray Park Campus
Victoria University
PO Box 14428
Melbourne VIC 8001

1. Try to self-manage your concern first. Self-managing a concern means directly discussing the issue with the staff member, the administrative unit, or the student concerned (as outlined in Before lodging a complaint. For further information please refer to the Student Complaint Resolution procedure.
2. If you are dissatisfied with the outcome of your complaint at the self-managed stage, or the matter can’t be resolved locally, lodge a complaint via the online complaint form. Your written complaint will be referred to a University Senior Officer for investigation, becoming University-managed. For further information please refer to the Student Complaint Resolution procedure.
3. If you are dissatisfied with the outcome of your complaint following an investigation by a Senior University Officer at the University-managed stage, or with the involvement of the Integrity Office, you may be able to lodge an appeal against the decision/outcome. You may lodge an appeal by following the Student Appeals Procedure if you have grounds as outlined in Appeals Regulations 2014.

If you need more information contact the Integrity Office.

Phone: +61 3 9919 5007
Email: integrity.office@vu.edu.au.

For information about how the University protects your information, please refer to the University’s Privacy Policy and Record Management Policy.

Integrity Office
Phone: +61 3 9919 5007
Email: integrity.office@vu.edu.au.