Status and Details

Status and Details

 

Student Complaints Procedure

Status Current
Effective Date 28th April 2022
Review Date 28th April 2025
Approval Authority Academic Board
Approval Date 6th April 2022
Expiry Date Not Applicable
Responsible Officer Anne Siegers
Chief Risk Officer
anne.siegers@vu.edu.au
Accountable Officer Diana Ortisi
Chief Financial Officer
+61 3 9919 5210
Enquiries Contact Anne Siegers
Chief Risk Officer
anne.siegers@vu.edu.au

Summary of Changes from Previous Version

3/2/25: Procedure updated to reflect introduction of National Student Ombdusman, changes to organisational position titles, and clarify triage process (Clause 26g, 28, 35, 36, 39, 40, 58, 59).


2/9/24:  Clause 30 table ‘decision maker’ column row 1 updated to refer to the Chief TAFE Officer. 


10/2/23: References to Dean replaced with Executive Dean.


28/4/22: The Policy and Procedure have been redeveloped with a focus on strengthening and simplifying complaints processes and mechanisms for students, staff who will deal with complaints, and University governance bodies; and improving the overall framework within which complaints are managed. Key changes include: • Replacement of the existing complaint stages system with a new four-stage model, which includes the introduction of a Review step; • Clarification and enhancement of the role and conduct of investigations, and the roles of the Integrity Office and the Senior Manager, Integrity and Safer Community; and • Clarification and tabulation of the different types of complaints, responsibilities, available resolutions, and decision-makers.



Clauses Amended:Procedure: All