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 at the local level 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; or
  • the behaviour or actions of another student of the University.

Complaint process

Try to resolve the concern yourself at the local level, using the three-step process detailed below:

Step 1 - Identify your concern and a possible solution

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.

Step 2 - Seek assistance

As a student, you have access to free and confidential support services to assist you:

Step 3 - Initiate action

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.

University-managed resolution

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:

  • Identify the relevant breach in University policy and procedure and a lack of consideration of relevant facts and where practical, provide evidence/supporting documents) describing the reasons for making your complaint.
  • Explain why you’ve referred the matter to the Integrity Office, detailing what steps you’ve taken to resolve the issue at a local level. For example: bypass of a local level resolution may include serious matters such as harassment, discrimination, etc.
  • Propose the outcome you’re seeking – (be aware that not all University-managed complaints will result in the specific outcome you seek.

Complete the online complaint form or download a written student complaint form.

Appeal process

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.

External options

The Victorian Ombudsman

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

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

National Relay Service

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

Translating and Interpreting Service

Phone: 131 450
Website: Translating and Interpreting Service

Privacy & records

For information about how the University protects your information, please refer to the University’s Privacy Policy and Records Management Policy. You can also contact our Privacy Officer at privacy.officer@vu.edu.au 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

Contact the Integrity Office

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