Document Feedback - Review and Comment

Step 1 of 4: Comment on Document

How to make a comment?

1. Use this Protected Document to open a comment box for your chosen Section, Part, Heading or clause.

2. Type your feedback into the comments box and then click "save comment" button located in the lower-right of the comment box.

3. Do not open more than one comment box at the same time.

4. When you have finished making comments proceed to the next stage by clicking on the "Continue to Step 2" button at the very bottom of this page.


Important Information

During the comment process you are connected to a database. Like internet banking, the session that connects you to the database may time-out due to inactivity. If you do not have JavaScript running you will recieve a message to advise you of the length of time before the time-out. If you have JavaScript enabled, the time-out is lengthy and should not cause difficulty, however you should note the following tips to avoid losing your comments or corrupting your entries:

  1. DO NOT jump between web pages/applications while logging comments.

  2. DO NOT log comments for more than one document at a time. Complete and submit all comments for one document before commenting on another.

  3. DO NOT leave your submission half way through. If you need to take a break, submit your current set of comments. The system will email you a copy of your comments so you can identify where you were up to and add to them later.

  4. DO NOT exit from the interface until you have completed all three stages of the submission process.


Public Complaints Policy

Section 1 - Summary

(1) This Policy provides for the fair and prompt handling of complaints by members of the public about any aspect of the University, its staff, students or operations.

Top of Page

Section 2 - Accountability

Accountable/Responsible Officer


Accountable Officer Head of Legal Services
Responsible Officer Senior Manager, Integrity & Safer Community


Top of Page

Section 3 - Scope

(2) This Policy applies to complaints by members of the public or organisations about the University, its staff, its students, or third parties providing services to or on behalf of the University; including businesses and their direct supply chain.  This includes complaints made by past(whose enrolment was completed or withdrawn prior to lodging the complaint) and future students. Complaints made by future students regarding admission decisions must be lodged within 6 months of the decision's outcome.

(3) This Policy does not apply to students eligible to complain under the Student Complaints Policy; Clients of VU Clinics (who may complain under the Student Clinics Policy); Staff of the University (who may complain under the Staff Complaints Resolution Policy); or People wishing to lodge a complaint relating to Animal Welfare (who may complain under the Animal Welfare Complaints Procedure).

Top of Page

Section 4 - Definitions

(4) Nil

Top of Page

Section 5 - Policy Statement

(5) The University welcomes all forms of feedback, including complaints, regarding its services, activities, and operations.

(6) The University is committed to a culture of continuous improvement, and values comments from the public. The University will handle complaints in a manner that is:

  1. Transparent
  2. Simple
  3. Fair
  4. Timely

Part A - Principles of Complaint Handling

(7) The University will acknowledge complaints made under this Policy in writing.

(8) The following principles will be applied to handling complaints received:

  1. Procedural fairness:
    1. All parties to a complaint will be treated fairly, and in a manner that respects their right to an unbiased, timely and transparent process.
    2. The decision-maker will not be biased or appear to be biased nor have a personal interest in the matter of the complaint.
    3. Matters that are not relevant will not be taken into account by the decision-maker.
    4. All parties have the right to be heard before decision is made, including the right to respond to statements or evidence that are relied upon in reaching a determination.
    5. Where the complaint concerns the actions of an individual or individuals, respondents have the right to be informed of the allegations and the right to respond.
  2. Confidentiality: All complaints will be treated with appropriate confidentiality. Unless the law requires otherwise, only people involved in the complaint will have access to the information about it. However, aggregated and de-identified data can be used to support the University's monitoring, reporting and continuous improvement processes with respect to client services.
  3. Proximity: Every reasonable effort will be made by the parties to the complaint and the decision-maker to resolve the complaint at the level closest to the parties.
  4. Continuous improvement: VU will make a record of, and follow up on, the causes of the complaint, and put in place suitable remediations to mitigate against a recurrence.
  5. Timeliness: All complaints processes will be resolved within 60 days, or, if this is not possible, the complainant must be notified in writing of:
    1. the delay; and
    2. the expected completion or resolution time.
  6. Recordkeeping: A record will be kept of all complaints and their resolution.

Part B - Local Level Resolution

(9) If a member of the public wishes to raise an issue, they may do so by:

  1. Giving feedback to the relevant VU staff member either directly or at a VUHQ (Student Services Centre).

(10) The Staff member or Student Services Centre will endeavour to resolve the matter in the first instance. If this is not possible or becomes inappropriate, they will refer the matter to the appropriate part of the University for response or local level resolution.

Part C - University-managed Resolution (Complaint)

(11) If the matter cannot be resolved at a local level, the member of the public may lodge a complaint, they may make their complaint through the Integrity Office using the University online complaint form.

(12) Members of the public unable to use the online complaint form may contact the Integrity Office or Student Services Centre for assistance to provide a hard copy form. They may lodge the form at or submit via a Student Services Centre in a sealed envelope addressed to: Integrity Office, Footscray Park Campus, Victoria University, PO Box 14428, Melbourne, VIC, 8001.

(13) The Integrity Office will refer the matter for review to the appropriate senior staff member.

(14) Where a complaint involves a staff member's conduct, the appropriate senior staff member may refer the complaint to People and Culture who may address the matter as a personnel issue.

(15) Acknowledgement in writing will be sent to complainants to their nominated mailing or email address within 15 University business days.

(16) The University process for addressing complaints made by a member of the public will be concluded within 60 days. If this is not possible, the University will inform the complainant of the reason for the delay, and the expected timeframe for completion.

(17) Any remediation proposed by the University will be implemented as soon as is practicable.

Part D - External Review

(18) Members of the public dissatisfied with the outcome of the University-managed resolution may then contact the Victorian Ombudsman (which reviews the University processes for adhering to complaints).

(19) Depending on the subject matter of the complaint, other external complaint avenues may also exist. These include, but are not limited to:

  1. The Australian Skills Quality Authority (if a vocational education and training matter).
  2. The Tertiary Education Quality Standards Agency (if a higher education matter).
  3. The Victorian Information Commissioner (if a privacy matter).
  4. The Health Complaints Commissioner (if a health privacy matter).
Top of Page

Section 6 - Procedures

(20) Nil.