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Campuses & services

Complaint resolution

Victoria University has a Student Complaint Resolution policy to guide you through the steps you can take to resolve problems.

Our process encourages students to be independent and effective problem solvers which is part of our Strategic Plan.

On this page

Before lodging a complaint

You should try to resolve the problem yourself before lodging an official complaint. We have a three step process to help you.

Step 1 - identify the problem and a solution

Clarify your problem and, if you can, think of some possible solutions. You can then approach the most appropriate staff to talk about your concerns.

Who to talk to:

  • academic - if your problem is about a unit of study, you can contact a unit of study coordinator, a course coordinator, education manager or other relevant staff member in your College
  • research - if you are a higher degree by research student, speak to your research supervisor/s or your College's postgraduate research coordinator (PRC). If you don't know who the PRC is, ask the Graduate Research Centre, phone +61 3 9919 4522 or email gradresearch@vu.edu.au
  • non-academic - for problems not directly related to your study you can contact AskVU, visit a Student Service Centre or call +61 3 9919 6100
  • interpersonal - if you are having an interpersonal conflict or you are feeling bullied, discriminated or sexually harassed please contact the Student Matters Office, phone +61 3 9919 5007 or email student.matters@vu.edu.au
  • offshore - if you are an offshore student, contact your Site Coordinator or contact Victoria University International, phone +61 3 9919 1164 or email international@vu.edu.au.

Step 2 - seek assistance

You have free and confidential access to our support services to assist you with your problem:

You can refer to AskVU for frequently asked questions, including:

Step 3 - initiate action

Speak to the relevant staff member and try to work out reasonable and realistic solutions. If you want, a student advocate can help you speak to a staff member. Phone +61 3 9919 5400 or email advocacy@vu.edu.au to request assistance.

Additional support

You can contact the Student Matters Office if you have:

  • made reasonable attempts to resolve your issue
  • been bullied, discriminated or sexually harassed.

This office provides a centralised service that may be able to assist you to resolve your problems.

Phone: +61 3 9919 5007
Email: student.matters@vu.edu.au
Mail: Student Matters Office
Footscray Park Campus
Victoria University
PO Box 14428 Melbourne VIC 8001

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Lodging a complaint

If you are unable to resolve your issue after using the three step process you can:

When you lodge a complaint online you will receive an automatic acknowledgement. The SMO will contact you about your concerns so please provide your contact details. Please use your VU student email account in your correspondence so we can contact you about your concerns.

You may also speak to us directly or make an anonymous complaint.

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Complaint resolution process overview

  1. Self-managed stage describes a complaint that is being discussed directly between you and a staff member, or between you and an administrative unit (as outlined under 'Before lodging a complaint'.) For further information please refer to the Student Complaint Resolution policy, Stage 1.
  2. University-managed stage is if you are dissatisfied with the outcome of your complaint at the ‘self-managed stage’ and you have lodged a complaint via our online complaint form. Your written complaint is referred to a University Officer for investigation and determination. For further information please refer to the Student Complaint Resolution policy, Stage 2.
  3. Final VU stage is if you are dissatisfied with the decision about your complaint by a University Officer at the ‘University-managed stage’. Contact the Student Matters Office for information phone +61 3 9919 5007 or email student.matters@vu.edu.au. For further information please refer to the Student Complaint Resolution policy, Stage 3.
  4. External options are available to you at any time. Further information is available at MyUniversity. You may also lodge your complaint to the Victorian Ombudsman Office after you have tried to resolve the problem through the three stages above.
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Translated complaint information

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External complaint options

The Victorian Ombudsman independently investigates complaints about universities. They are impartial and do not act on behalf of students or universities.

The Ombudsman will encourage you to use Victoria University's complaint resolution procedures first.

Contact the 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

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Contact us

The Student Matters Office
Phone: +61 3 9919 5007
Email: student.matters@vu.edu.au

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