The Complaints Process at RMIT

Before lodging a complaint with the RMIT Ombuds you need to have explored all avenues of complaint resolution currently in place. The Student complaints website outlines the processes and options available to you as a student.

If after exploring all these options, you are still dissatisfied you can then lodge a complaint with the RMIT Ombuds.

What complaints or issues does the Ombuds handle?

The RMIT Ombuds can help you if you believe RMIT policies and procedures relating to academic or administrative decisions have been incorrectly applied or have been misused.

For more information please visit the Student complaints website.

What complaints the Ombuds cannot handle

The Ombuds cannot deal with complaints relating to:

  • decisions made by the RMIT Council and Academic Board 
  • outcomes of appeals against assessment decisions (check the Assessment Policy and supporting information)
  • decisions made regarding unsatisfactory performance review committees, misconduct investigation committees, relevant senior officers of the Vice-Chancellor in accordance with processes in clause 29 (Disciplinary Procedures) of the RMIT University Academic and Professional Staff Enterprise Bargaining Agreement 2014)
  • vexatious or anonymous complaints.

The Ombuds investigation process

The role of the Ombuds is to investigate whether RMIT policies and procedures were followed and applied appropriately in the decision making process. Although, the Ombuds cannot change decisions, it can make recommendations for review of decisions.

What happens once I lodge my complaint?

Before accepting your case, the Ombuds will assess the facts surrounding it. The Ombuds will ascertain that you have explored all other levels of complaint resolution and your complaint complies with the responsibilities of the Office.

The assessment and investigation process: How does this work?

Having assessed your case, the Ombuds will either decide to accept your case or refer you to another part of RMIT. If the case is accepted then the formal investigation process will commence. Please be aware that the time required for any investigation is dependent on the complexity of your complaint.

What outcomes can I expect?

It’s always a good idea for you to have thought about what you hope to achieve when you write to the Ombuds. This will assist the Ombuds and RMIT staff to help you.

The Ombuds has the power to investigate and seek evidence for reviews concerning alleged breaches of policy, process or procedural fairness.  The Ombuds cannot review the merits of a complaint outcome or decision, but only whether the resolution has been consistent with  policy and process, and has been procedurally fair.  The Ombuds cannot overturn a decision or outcome, but can make recommendations that RMIT review the decision.

Contact information

The easiest way to contact the Ombuds is to email or phone with your complaint. The Ombuds will usually write to you once your complaint is received and may talk to you.

What can I do if I am dissatisfied with the resolution of the RMIT Ombuds?

If you are dissatisfied with the outcomes reached by the RMIT Ombuds, you can lodge a complaint with the Victorian Ombudsman.

The Victorian Ombudsman

Level 2, 570 Bourke Street
Melbourne VIC 3000

Tel. +61 3 9613 6222, Toll Free 1800 806 314
Fax: +61 3 9614 0246 or 
Email: ombudvic@ombudsman.vic.gov.au

Protected disclosures

In certain circumstances a complaint of corrupt or improper conduct by RMIT University or an RMIT University employee will be a protected disclosure under the Protected Disclosure Act 2012 (Vic) (PDF 1.03mb 187p). A protected disclosure about RMIT University or an RMIT University employee must be made directly to the Independent Broad-based Anti-corruption Commission (IBAC). See making a protected disclosure about RMIT for further information.