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 Student Complaints Policy 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 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

AskVU – find answers to general questions, or ask a question

Course & unit advice

Safer Community

Counselling services

Disability & accessibility services

Student Advocacy

Learning Hub.
: 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 Integrity Office 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 Integrity Office, 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 Integrity Office 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 Integrity Office will result in the specific outcome you seek.
: To request a review of a formal complaint decision, contact the Integrity Office quoting your formal complaint reference number within 10 days of receiving your formal complaint decision.

The integrity office will provide an internal review form for you to complete, where you will need to satisfy certain grounds in support of your request to seek a review of a formal complaint decision.

Watch our video guide

VU Student Complaint Resolution - transcript

Student formal complaints procedure

Formal complaint

Submit a complaint to the Integrity Office along with relevant supporting information.
The Integrity Office will triage the complaint and liaise with the relevant College/Business Area. The Integrity Office may contact you to seek more information to clarify/support your complaint.
The College/Business area investigates with assistance from the Integrity Office. 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.

Internal review of a formal complaint decision

If you are not satisfied with the decision, you can request an internal review:

Request an internal review of the formal complaint decision by contacting the Integrity Office within 10 days of receiving your formal complaint decision. Internal review can only be accepted if you satisfy one or more of the following grounds:
- new evidence is available that potentially changes the outcome
- the complaint decision is manifestly unreasonable
- procedural irregularities occurred during Formal Resolution which were material or potentially material to the decision reached.
Where possible and appropriate the internal review will be carried out by an independent decision maker, with assistance from the Integrity Office.
The decision maker will provide a written decision with reasons which may:
- uphold the original formal complaint decision without amendment
- uphold the original formal complaint decision but amend one or more of the outcomes
- set aside the original formal complaint decision and refer it back for new investigation
- set aside the original decision and substitute a different decision.
If you are satisfied, the internal review process will finish here.

If you're unsatisfied with the internal review

You can either:

lodge an appeal if you satisfy certain criteria under Student Appeals Regulations 2019
seek an external review, such as with the Victorian Ombudsman, the Victorian Equal Opportunity and Human Rights Commission, and the Australian Human Rights Commission – whichever is appropriate to your complaint circumstances.

Student formal complaints procedure flowchart (PDF, 557.01 KB)

External options

National Student Ombudsman (Higher education students)

The National Student Ombudsman works with students and higher education providers to resolve student complaints. They are a free and independent service available to former, current, and prospective higher education students, including both domestic and international.

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

Website: National Student Ombudsman (NSO)
Phone: 1300 395 775
Address: Level 2, 452 Flinders Street, Melbourne VIC 3000

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.

What are you looking for?

Suggestions

Courses and units