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Victorian Institute of Technology (VIT) is here to provide you with required support and assistance at the various stages of the Complaints and Appeals Procedures.
From time to time you may feel aggrieved because of actions or decisions that have been made concerning you, or believe that you have been misrepresented or unfairly treated compared to others. On these occasions it is important to raise these issues and have them addressed as quickly as possible so as not to impact on your studies or work at VIT.
To assist you resolve any of these issues, VIT has a formal process to guide you in making a grievance, complaint or appeal and is here to provide you with support and assistance at the various stages of the procedure. To access VIT’s official Complaints and Appeals policy, procedure and flow chart please click on the links below:
Complaints and Appeals Procedure - HE Complaints and Appeals Flow - HE
The following FAQ’s also provide clear information to assist in the resolution of grievances, including an explanation of processes for resolution of grievances and complaints and internal and external appeals processes, guidance on how to participate in the processes and sources of assistance including advocacy [HESF (Threshold Standards), 2021, 7.2.2.f]
A complaint is a submission/presentation by an individual (or group) based on the opinion that they are, or have been, receiving treatment that differs from a stated policy, or that differs from the treatment received by other individuals or groups.
An appeal is a request to have a decision reviewed. This may be a decision made in terms of reviewing an academic decision (e.g. an assessment result) or reviewing the outcome of a complaint or appeal that has not been upheld.
Before making a complaint, it is best to try to resolve any grievance by approaching the person/s concerned and discussing your complaint at that level – it may be simply a misunderstanding or lacking in some detail that if addressed may lead to a speedy resolution. It may also be useful to speak to a VIT Student Counsellor to get some guidance and advice as to whether to proceed with a formal complaint. Should you wish to lodge a formal complaint it is important to have as much detail along with appropriate evidence, if possible, to support your complaint.
It is always best to lodge an official complaint as close to the events that have led to your making of the complaint.
To lodge a formal complaint you need to complete and submit a Complaints and Appeals Form
Once your complaint has been received, a meeting will be organized to review the complaint with the appropriate persons. You are entitled to bring a student advocate with you to attend this meeting as a support person should you wish.
The evidence of your complaint will be examined and a determination regarding the legitimacy of the application taken and communicated to you at that meeting. You may be asked to provide further evidence to support your application. Once a decision has been made you will be notified immediately of the outcome and any corrective action put in place.
If your application has not been upheld then you can appeal that decision within 10 working days by completing the Appeals section of the Complaints and Appeals Form. On receipt of your application an internal review will be scheduled to which you will be advised of the date and time advising you to formally present your case – you may also bring a third party to support your case or assist you if you choose.
Procedural fairness will be applied to both you (the complainant) and the respondent and details of the application will be lodged in the Complaint Register.
After the meeting a determination will be made within 5 working days and communicated to you. Should your appeal not be successful you will be informed of your rights to lodge an external appeal.
The external review can be lodged as follows :
International Students: Overseas Student’s Ombudsman – International student complaints | Commonwealth Ombudsman
Domestic Students:
The Resolution Institute can be contacted regarding external and independent mediation and appeals on https://www.resolution.institute
Higher Education Students may also contact the Tertiary Education Quality Standards Agency (TEQSA) by email:[email protected] while VET students may contact the Australian Skills Quality Authority (ASQA) through their online portal https://asqaconnect.asqa.gov.au should you be dissatisfied with VIT’s complaints and appeals process.
The complaints and appeals procedure does not prevent you from exercising your rights to other legal remedies or obtaining advice from other authorities or agencies and protection under consumer legislation. Freedom of information and privacy issues will be considered and adhered to at all times and throughout the entire process. The original written complaint, together with a copy of the acknowledgement and any responses or correspondence related to the complaint will be retained in the student's records.
