Information for Students

The Complaints Process at RMIT

Before lodging a complaint with the RMIT Ombuds you need to have explored all avenues of complaint resolution currently in place. Check the RMIT Web site Complaints Processes at RMIT which outlines the processes and options available to you as a student.

If after exploring all these options, you are still dissatisfied you can then lodge a complaint with the RMIT Ombuds.

What complaints or issues does the Ombuds handle?

The RMIT Ombuds can help you if you believe RMIT policies and procedures relating to academic or administrative decisions have been incorrectly applied or have been misused.

For more information please visit Student Complaints .

What complaints the Ombuds cannot handle

The Ombuds cannot deal with the following complaints:

• decisions made by the RMIT Council, Academic Board and the Board of Technical Studies,
• appeals against assessment (the University has structures in place to deal with this, please check under Assessment Policy on the RMIT policies Web site )
• incidents which occurred over 12 months prior,*
• incidents over 12 months after graduation,*
• vexatious and,
• anonymous complaints – The Public Disclosure Coordinator (Executive Director – People and Culture) handles disclosures made under the whistleblower legislation .

_{* This is a general rule. However, the Ombuds can make an assessment in these cases and decide if they require investigating.}

The Ombuds investigation process

The role of the Ombuds is to investigate whether RMIT policies and procedures were followed and applied appropriately in the decision making process. Although, the Ombuds cannot change decisions, it can make recommendations for redress.

What happens once I lodge my complaint?

Before accepting your case, the Ombuds will assess the facts surrounding it. Normally this would involve a preliminary interview with you. The Ombuds will ascertain that you have explored all other levels of complaint resolution and your complaint complies with the responsibilities of the Office.

The assessment and investigation process: How does this work?

Having assessed your case, the Ombuds will either decide to accept your case or refer you to another part of RMIT. If the case is accepted then the formal investigation process will commence. This usually entails interviewing the other students and staff involved. Please be aware that the time required for any investigation is dependent on the complexity of your complaint.

What outcomes can I expect?

At the initial interview the Ombuds will ask you what you hope to achieve by lodging your complaint. It’s always a good idea for you to have thought about this before you see the Ombuds. This will assist you, the Ombuds and RMIT staff to help you.

The Ombuds will focus on resolving your complaint with the people concerned. Additionally, the Ombuds can make recommendations for systemic improvements at all levels of the University. Whatever occurs, you and the other staff and students involved will always be informed of the outcome.

Contact information

The easiest way to contact the Ombuds is to email or phone with your complaint. The Ombuds will contact you once your complaint is received to either talk with you on the phone about your complaint or ask you in for an interview.

• email: ombuds@rmit.edu.au
• Phone: (03) 9925 2930

Other useful contacts

• Go to the Academic Registrar's Group Web site for a complete listing of the Student Complaints contact person in your School.
• Making a Complaint provides a listing for the Portfolio Complaints Officer for your particular Portfolio.
• Find out About the Hub for information about the nearest Student Hub to you. The Student Hubs can assist you with specific issues related to fees.

The Student Union Council provides extensive information about your rights as a student. Visit the RMIT Student Union Web site to find out about the range of services offered by the RMIT Student Union.

What can I do if I am dissatisfied with the resolution of the RMIT Ombuds?

If you are dissatisfied with the outcomes reached by the RMIT Ombuds, you can lodge a complaint with the Victorian Ombudsman .

The Ombudsman Victoria

Level 3, 459 Collins Street (South Tower), Melbourne, Victoria 3000

Telephone: (03) 9613 6222, Toll Free 1800 806 314
Facsimile: (03) 9614 0246 or
Email: ombudvic@ombudsman.vic.gov.au