If you're not satisfied with the outcome of your complaint, you may be able to request a review.
There are two review stages (internal and external).
Step 1. Request an independent internal review
If you’re not satisfied with the complaint outcome, you may be able to request an internal independent review of your complaint.
To request a review, you must be able to show you meet ONE of the following criteria:
- You can provide evidence of an error in the investigation and decision.
- You can provide evidence that was not previously available, and which would have been a significant factor in deciding the outcome.
- You can present a compelling argument that the original outcome is unreasonable. Unreasonableness may include, but is not limited to, the following considerations:
- Relevance (of information taken into account).
- Comprehensiveness (consideration of all evidence provided).
- Justification (provision of reasons for conclusions reached).
- Timeliness (in the handling of the complaint and its impact on the complainant).
- Consistency (with standards and values of the University).
- Proportionality (reasonableness of the outcome given the complainant’s circumstances).
Your request will be assigned to a new Student Complaints Case Manager to complete the review. The Case Manager will check you have provided evidence to show you meet the grounds for a review, and:
- If not, will write to you explaining why you have not met the grounds for review.
- If so, will complete the review.
You'll receive a formal written review outcome when the Case Manager has completed the review.
Step 2. External review
If you believe the outcome of your review is unreasonable, you may be able to pursue the matter with an external body, such as the Victorian Ombudsman.
The Victorian Ombudsman investigates complaints about decisions made by state government departments and authorities, including universities. As with other stages of the RMIT complaints process, the Victorian Ombudsman is impartial and does not act on behalf of students or universities.
Before submitting a review request to the Victorian Ombudsman, you should follow the steps laid out in the relevant university process. If you have not followed these steps, the Victorian Ombudsman may ask you to do so before accepting your complaint.
The Victorian Ombudsman will seek to determine whether you have been treated reasonably by RMIT and may recommend remedial action if appropriate.
Please note that in most cases, the role of the external reviewer is to consider whether RMIT has followed its policies and procedures, rather than to make a decision in place of RMIT.