• RMIT is supportive of students and staff who raise concerns and complaints. We acknowledge the value of feedback for continuous improvement of the student and staff experience.
  • RMIT will respond to all complaints promptly and sensitively.
  • RMIT will manage complaints in accordance with the principles of procedural fairness to ensure fair, consistent and reasonable outcomes, including that:

- each party to a complaint has the right to be heard and to respond
- all submissions and evidence will be impartially considered
- the Case Manager will not be unduly influenced by any party.

  • RMIT’s preferred resolutions are, wherever possible, informal and non-adversarial, with outcomes that are fair and reasonable to all the parties involved.
  • RMIT expects each party of a complaint to:

-  act in good faith
- recognise the rights of the other party
- maintain respect for the other party
- focus on resolution.

You can seek independent advice, information and assistance with your complaint from RMIT University Student Union (RUSU) Student Rights Service. RUSU’s Student Rights Service can:

RUSU is an independent, free and confidential service available to all RMIT students. If you wish to use this service, you should make an appointment with RUSU as soon as possible. You can make an appointment by contacting student.rights@rmit.edu.au or calling 03 9925 5004.

RUSU also offers a free, confidential drop-in space called Compass. Compass is a welfare space that can support students with any issue they may be experiencing.  

If you lodge a formal complaint online via RMIT Connect, you can normally expect to receive:

  • written acknowledgement within three working days of submission 
  • a formal written complaint outcome within 20 working days of receipt of all relevant information from the complainant (please note that complex cases are likely to take longer)
  • regular updates on the progression of the investigation where the above timeframe cannot be met
  • prompt written notification, including reasons, where the complaint is expected to take more than 60 calendar days to resolve.

It will assist in the timely resolution of your complaint if you provide the following information when you lodge your complaint:

  • details of the steps you have taken to try and resolve your complaint
  • a clear explanation of the outcome you are seeking
  • copies of all relevant supporting documentation and evidence.

RMIT is committed to ensuring you will not be unfairly disadvantaged or face discrimination as a result of lodging a complaint. However, if you do wish to remain anonymous, it is possible to lodge an anonymous complaint.

There are two kinds of anonymous complaints:

  • where a complainant doesn’t disclose their identity when submitting a complaint
  • where a current, former or prospective student identifies themselves when submitting a complaint but asks to have their identity withheld in the resolution of the complaint.

Entirely anonymous complaints are normally only investigated where there is enough information to enable an investigation to occur and they relate to:

  • serious matters involving a member of the University community, or possible risk to safety, property or the University’s reputation
  • any incident that Government legislation requires the University to report.

Where a complainant identifies themselves but asks to have their identity withheld, the Case Manager determines whether it is possible to resolve the complaint in accordance with the principles of fairness and natural justice without revealing the identity of the complainant. If it is determined it is not possible to investigate or resolve the complaint without revealing your identity, this will be discussed with you to ascertain if you are willing for your identity to be disclosed.

RMIT complies with the Privacy and Data Protection Act 2014 (Vic). The Student Privacy Statement provides guidance for the management of a student’s personal information.

Any information collected as part of a student complaint will be kept in a confidential and secure location, and will not comprise part of the student’s academic file.

Please note, the Privacy and Data Protection Act 2014 (Vic) does permit case consultation and advice seeking with expert members of the same organisation in order to understand and appropriately respond to concerns. If you have concerns about privacy, please seek advice from your Case Manager or ARG Complaints.

Contacts and help

 The following teams and services can provide advice and support thoughout the complaints process.

Want to submit a complaint?

RUSU - RMIT University Student Union

You can seek independent advice, information and assistance with your complaint from RUSU's Student Rights Service

  • Email student.rights@rmit.edu.au
  • Call 03 9925 5004

 

Student support

Safer Community

If you’re feeling unsafe or unsure what to do about threatening or unwanted behaviour, including sexual harassment or assault, you can talk to Safer Community about your concerns and options.

Student complaints team

The Complaints team can answer your questions about the RMIT complaints process.

  • Email: complaintsadvice@rmit.edu.au
  • Call: +61 3 9925 8863