Student complaints policy

Policy

Intent and objectives

To manage student complaints effectively and efficiently, and to use feedback to improve practice.

Student satisfaction is enhanced through the provision of an effective complaints management system.

The principles of natural justice shall apply to student complaint management:

  • all parties to a complaint shall have the right to be heard;
  • all relevant submissions and evidence shall be considered;
  • matters that are not relevant shall not be taken into account; and
  • the decision maker shall not be biased or appear to be biased.

Complaint handling shall comply with AS ISO 10002-2006 Customer Satisfaction – Guidelines for Complaints Handling in Organisations.

Analysis of student complaints shall contribute to continuous improvement of RMIT policy and practice.

Scope

This policy applies to:

  • Current and prospective RMIT students, or groups of students; and
  • Former RMIT students up until twelve months following:
  • Withdrawal;
  • Failure to re-enrol;
  • Expired Leave of Absence period;
  • Thesis submission
  • Completion; or
  • Exclusion

From / in any RMIT program or course of study.

Exclusions

This policy does not apply to:

  • Appeals against selection decisions (refer Admissions policy)
  • Appeals against RPL / Credit Transfer determinations (refer RPL / Credit Transfer policy);
  • Appeals against assessment (refer Assessment policy);
  • Discipline (refer Discipline regulation);
  • Academic Progress (refer Academic Progress policy)
  • Whistleblowers (refer Whistleblowers policy)
  • Special Consideration (refer Special Consideration policy)

Policy Provisions

Framework:

1. Students shall have access to a process for resolving complaints;

2. No student shall be disadvantaged or victimised as a result of making a complaint;

3. Where possible and appropriate complaints shall be dealt with locally at the level at which the complaint occurs;

4. High risk complaints including those relating to allegations of sexual harassment, bullying and discrimination should be directed to the University’s manager of student complaints in the Academic Registrar’s Office. Such complaints will normally not be dealt with at the local level;

5. A Student Complaints Committee shall be convened in circumstances deemed necessary by the Academic Registrar;

6. Anonymous complaints shall only be investigated if they contain allegations of corruption by University staff members. Such complaints shall be dealt with as ‘high risk’ and referred to the University’s manager of student complaints in the Academic Registrar’s Office. Such complaints shall not be dealt with at the local level;

7. Whistleblower complaints will not be investigated under the Student Complaints policy. Such complaints will be dealt with under the University’s Whistleblowers Protection Act Procedures;

8. Vexatious complaints may lead to disciplinary proceedings being taken.

Requirements:

9. Student complaints shall be dealt with in a timely manner within achievable deadlines;

10. The complainant shall be kept informed on the progress of a their complaint (with the exception of anonymous complaints);

11. The student complaint process shall provide guidance on the roles and responsibilities of all parties;

12. Details of student complaints shall be known only to those directly involved in its resolution;

13. There shall be no bias in the management of student complaints;

14. The outcome of student complaints shall be monitored to ensure fulfillment of any conditions;

15. Records of student complaints will be retained for seven or fifteen years (depending on the nature of the complaint) in accordance with legislative requirements. Parties to the complaint will be allowed appropriate access to these records.

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