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 at the local level before lodging a complaint.
Complaints under the Student Complaints Policy may relate to:
Try to resolve the concern yourself at the local level, using the three-step process detailed below:
We encourage students to try and resolve concerns at the local level, 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:
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 Office for Researcher Training, Quality & Integrity.
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 complaint in writing via the Integrity Office. Ensure that you:
Complete the online complaint form or download and complete a written student complaint form.
If you feel that the outcome of the University-managed complaint isn’t consistent with the prescribed grounds of the Student Appeals Regulations, you can lodge an appeal through the University’s Appeal process.
You’ll need to ensure you meet the prescribed grounds and the appeal application is lodged within the prescribed period.
The Victorian Ombudsman independently investigates complaints about universities. The Ombudsman will encourage you to use the Victoria University’s complaint resolution procedures first before lodging a complaint with them.
Website: Victorian Ombudsman
Phone: +61 3 9613 6222 or 1800 806 314
Fax: +61 3 9614 0246
Email: ombudvic@ombudsman.vic.gov.au
Address: Level 9, 459 Collins Street, Melbourne 3000
Victorian Human Rights and Equal Opportunity Commission works to resolve complaints about discrimination, sexual harassment and racial and religious vilification.
Lines are open 9am – 5pm Monday to Friday, or submit your complaint online.
Phone: 1300 891 848
TTY: 1300 289 621
Email: complaints@veohrc.vic.gov.au
Phone: 1300 555 727 (Speak and Listen)
Website: National Relay Service
Phone: 131 450
Website: Translating and Interpreting Service
For information about how the University protects your information, please refer to the Privacy Policy - Appendix 1. 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.
You can also contact our Privacy Officer at privacy.officer@vu.edu.au for any privacy-related query or concern.
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.
You can do one of the following three options:
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
