Provides principles for the resolution of student and student-related complaints.
|Effective date||2 December 2019|
|Review date||25 November 2022|
|Owner||Deputy Vice-Chancellor Education|
|Print version||Student and Student-Related Complaints Policy (PDF 121 KB)|
This policy provides a framework for current, former and prospective students to seek resolution of complaints relating to aspects of their experience or engagement with RMIT.
The objective of this policy is to:
- establish a transparent student and student-related complaint handling system
- ensure staff handle student and student-related complaints fairly and objectively
- ensure a consistent, coordinated and supportive approach that prioritises fair and timely complaint resolution across RMIT, without reprisal.
This policy provides the framework for current, former and prospective students to seek resolution of complaints relating to:
- administrative processes or decisions of an RMIT Group institution, or
- actions by staff, students, contractors and affiliates of an RMIT Group Institution.
This policy does not apply to:
- any decision made under another policy or associated procedure which provides an appeal, review or alternative complaint mechanism; where such mechanisms exist, complaints lodged under this policy can only be made regarding the process that was followed, and not the final decision
- decisions by RMIT Council, Academic Board or external organisation.
4.1. RMIT is committed to:
a) maintaining a culture that promotes student wellbeing by valuing and supporting an individual’s right to complain
b) a non-adversarial and conciliatory approach to complaint resolution
c) responding promptly, equitably and with sensitivity to complaints
d) ensuring no party to a complaint will be unfairly disadvantaged or face discrimination or reprisal by engaging in good faith with the complaints process
e) providing transparent processes and accuracy of records
f) promptly disclosing any actual or potential conflict of interest by all parties
g) reporting allegations of misconduct by staff or students to external authorities such as the police or another government agency where appropriate, and
h) acting on, learning from and using feedback and complaint data to identify problems, improve services, and address underlying causes and trends to prevent reoccurrence.
4.2. Complaints will be:
a) considered in accordance with the procedure applicable under this policy
b) assessed and managed in a professional, fair and transparent manner in accordance with the principles of procedural fairness
c) managed with a focus on resolution, with all parties to a complaint expected to act in good faith and show respect for each other
d) handled in accordance with the RMIT Privacy Statement, privacy laws and other relevant legislation
e) assessed on their merits, based on evidence relevant to the complaint and any mitigating circumstances.
5.1. RMIT is committed to:
a) the provision of a no-cost complaint resolution process
b) providing access to independent advice, advocacy and other supports where required and applicable
c) ensuring the safety and welfare of all parties to a complaint by acting to remove or isolate students or staff from the campus or workspace during an investigation where there are concerns about safety
d) balancing the right to confidentiality against the principles of procedural fairness by not unnecessarily disclosing the identity of the complainant or witnesses to the respondent where this may constitute a risk to safety.
6.1. RMIT will:
a) provide detailed and timely determinations in writing
b) act promptly to implement outcome and review decisions
c) be accountable internally and externally for its decision making and complaint handling performance
d) notify complainants of their right to seek an independent and impartial review of decisions
e) ensure that reviews are conducted by a case manager who has not had any involvement with the original complaint and investigation
7.1. The Academic Registrar is responsible for:
a) the review and approval of this policy, Student and Student-Related Complaints Procedure and supporting documents
b) monitoring high risk student and student-related complaints
c) addressing unreasonable conduct by complainants, witnesses and respondents
d) authorising notifications to external authorities, including mandatory reporting
e) reporting of trend and complaint analysis
f) monitoring compliance with this policy
g) identifying opportunities for continuous improvement.
7.2. The CEO, RMIT Training is responsible for the review and approval of the RMIT Training Student Complaints Resolution Procedure for RMIT English Worldwide.
7.3. ARG Complaints and RMIT Training are responsible for:
a) providing processes that enable a consistent, coordinated and supportive approach to student and student-related complaint investigation and resolution
b) student and student-related complaint case management, notification of outcomes, records and outcome reviews.
7.4. Staff are responsible for:
a) providing ARG Complaint case managers and RMIT Training with local information in a complete and timely way to support resolution of student and student-related complaints
b) immediate implementation of a required complaint outcome or review determination.
7.5. All parties to a student or student-related complaint must abide by the expectations under this policy, the Student Charter, Statement of Student Rights and Responsibilities, and the Code of Conduct.
8.1. Breaches of this policy by a staff member will be managed in accordance with the Code of Conduct.
8.2. Breaches of this policy by a student (including any malicious or vexatious complaints) will be managed in accordance with the Student Conduct Policy.
Provides information and advice to a complainant or respondent and speaks on their behalf.
Contractors, agents, work integrated learning (WIL) providers and partners providing services on behalf of the RMIT Group.
The party submitting a complaint. For the purposes of this policy, a complainant is a student (current, former or prospective).
Advising dissatisfaction with:
Feedback, concern or enquiry
An evaluation, comment or request for information about an action, process or service provided.
A party about whom a complaint is made.
Provides wellbeing support to a complainant or respondent and may assist with interpretation, writing down planned actions and suggesting breaks during meetings.
Schedule 1: Complaints Frameworks
Details of policies which provide their own complaints mechanisms:
- Sexual Harassment Policy; for all matters involving allegations of sexual harassment (see also RMIT Melbourne Safer Community or RMIT Vietnam Safer Community)
- Health, Safety and Wellbeing Policy; for health and safety matters
- Research Policy; for breaches of research ethics or integrity
- Anti-Corruption and Fraud Prevention Policy; for disclosures in relation to allegations of fraud or corruption that may qualify for legislative protections.
|Version||Approval date||Effective date||Summary of changes||Approval authority|
|1.0||25 November 2019||2 December 2019||New policy||Academic Board|
- RMIT Training Student Complaints Resolution Process [under review]
- Admission and Credit Policy
- Assessment and Assessment Flexibility Policy
- Anti-Corruption and Fraud Prevention Policy
- Conferral and Graduation Policy
- Enrolment Policy
- Health, Safety and Wellbeing Policy
- Higher Degrees by Research Policy
- Research Policy
- Sexual Harassment Policy
- Student Conduct Policy
Support and guidance: