Frequently asked questions about complaints
- 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:
- Each party to a complaint has the right to be heard and to respond.
- All submissions and evidence will be impartially considered.
- The complaint handler 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:
- help you understand the Complaints Resolution Policy
- guide you through the steps in the Student or Third-Party Complaints Policy Process
- assist you to be assertive, respectful and realistic when seeking outcomes
- advocate on your behalf if you are not being treated fairly or reasonably.
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 firstname.lastname@example.org 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 two working days of the complaint being assigned to a complaint handler
- a formal written complaint outcome within 16-21 working days depending on the complexity of your complaint (please note that complex cases are likely to longer)
- regular contact regarding the progression of your complaint including notification of any anticipated delay.
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; and
- where a complainant identifies themselves when submitting a complaint, but asks to have their identity withheld in the resolution of the complaint.
Entirely anonymous complaints will normally only be investigated where they raise a serious matter and where there is sufficient information in the complaint to enable a fair and thorough investigation to occur. You should be aware you will not receive a complaint outcome if you lodge this kind of anonymous complaint.
Where a complainant identifies themselves but asks to have their identity withheld, the complaint handler will determine 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 Information Privacy Act 2000. 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 Information Privacy Act 2000 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 complaint handler or complaints staff in Integrity within the Academic Registrar’s Group.
Tel: 03 9925 2396
Tel: 03 9925 5004
Tel: 03 9925 2930
Tel: 1800 806 314 or 03 9613 6222
Complaints staff in Integrity within the Academic Registrar’s Group
Telephone: +61 3 9925 8863