Before you lodge a complaint
RMIT recognises your right to raise concerns and complaints about academic, administrative and support services without fear of a negative outcome or reprisal. We consider the addressing of complaints to be an important part of RMIT’s commitment to continuous review and improvement.
However, before you lodge a complaint, please read the following information to determine:
- whether your issue is a 'concern, feedback, and enquiry' or a 'complaint'
- whether your complaint can be dealt with by the Student and Student-Related Complaints Policy, or whether there is another more suitable policy or process in place at RMIT.
A ‘concern, feedback or an enquiry’ is:
- a matter that requires action but can be addressed informally in the first instance
- a decision, action, process or service provided by RMIT that you feel would be in the University’s interest to be aware of or to address.
You should address ‘a concern, feedback or an enquiry’ with the most appropriate local area, School, College or RMIT Connect. Contacting the most appropriate area or staff member in RMIT will help your concern to be resolved as quickly and as fairly as possible. This contact can be done informally in person, in writing, or in some cases, via an online form.
If you are unsure where to go or who to contact to resolve your issue, you can find useful information and assistance by clicking below.
If you are seeking information or assistance or have a general query (rather than a concern or a complaint), you may find the following information and links useful:
Student administration issues
RMIT Connect is an online service that can provide answers and guidance in relation to a wide range of student administration queries and problems, including enrolment, student identification cards, tuition fees, financial assistance, exams, results and graduation. Students can also quickly and easily request services and support via RMIT Connect.
Student essentials also provide useful information about administrative processes and requirements.
RMIT Connect can also provide information, advice and guidance regarding a range of academic issues, including timetabling, program and course information, applying for a leave of absence and special consideration.
RMIT School and College Staff can provide useful information, assistance and support in connection with a wide range of academic issues that relate specifically to your program of study, for example, a lecturer, course coordinator, or program manager.
Information technology (IT) issues
IT Services for Students Service and Support Centre can provide information, advice and assistance in connection with all your information technology queries, issues or problems, including any issues with audio-visual equipment.
Facility or maintenance issues
If you need to report maintenance issues (air conditioning, a bird in a building, broken or malfunctioning facilities) or have a query or feedback about any RMIT building or facility, please email Property Services. To report timetabling issues, please contact RMIT Connect in the first instance.
For general information, advice and assistance you can also contact:
- Safer Community provides confidential advice or assistance if you (or someone you know) are feeling unsafe or have experienced unwanted or threatening behaviour (including sexual harassment or assault), even if the behaviour happens off campus.
- RMIT Mental Wellbeing and Counselling provide students with a safe and confidential way to discuss difficult and personal issues.
- RMIT Chaplaincy provides compassionate help and spiritual support for students and staff of all faiths and none.
- RMIT Security provides students with advice about personal safety.
- RMIT's Privacy Statement provides students with information and resources about the proper use of personal information, including social media.
- RMIT University Student Union (RUSU) Student Rights Service provides students with independent advice and advocacy regarding their rights in connection with a wide range of student and
personalrelated issues and problems.
- RUSU Compass provides a drop-in service where students can go for information, referral and advice about any issue they are experiencing. Referrals can be made to onsite support services as well as services within the community.
RMIT acknowledges sometimes things can go wrong and you may be dissatisfied with:
- administrative processes or decisions of an RMIT Group Institution
- actions by staff, students, contractors and affiliates of an RMIT Group Institution.
Before lodging a complaint about this dissatisfaction, you should try to resolve your concern informally by contacting the most appropriate area or person within RMIT. This is often the quickest and most convenient way to resolve a concern. If you are unable to resolve your concern informally, or if you feel it is not appropriate to attempt an informal resolution, you should then consider lodging a formal complaint. You can find further information and advice about how to resolve your concern informally here.
A complaint is an unresolved concern. Before lodging a complaint, you should try to resolve your concern informally. If you do not, your complaint may be referred for an informal resolution before it can be accepted as a formal complaint. This is likely to delay any resolution. You can find further information and advice about how to lodge a formal complaint here.
What is outside the scope of the Student and Student-Related Complaints Policy and Procedure?
There are some categories of complaints that cannot be considered according to the Student and Student-Related Complaints Policy. This is because there are other policies and processes in place within RMIT designed to deal with these.
For example, a decision made under College, University Appeals, Student Conduct or assessment processes cannot be challenged via a complaint. There are separate appeals or review processes for these matters, and you should use the relevant appeals or review process if you are unhappy with an outcome and wish to challenge the decision.
You may make a complaint regarding any aspect of the appeal or review process as long as it does not relate to the decision - only the related appeal or review process is able to change the outcome. Please contact the complaints team if you require advice: telephone +61 3 9925 8863 or email email@example.com.
|RMIT Training||RMIT Training Student Complaints Resolution Process (under review)|
|Admission||Admission and Credit Policy|
|Recognition of prior learning|
|Assessment||Assessment, Academic Progress and Appeals Regulations|
|Academic progress and results|
|Special consideration||Assessment and Assessment Flexibility Policy|
|Student conduct||Student Conduct Policy|
|RMIT employee recruitment||Contact RMIT Human Resources for the relevant complaints process and guidance materials.|
The RMIT Policy Register contains a copy of all RMIT policy and process documents.