Understanding the complaints process
What is a complaint?
“A complaint is an expression of disagreement or dissatisfaction made to a person in authority at La Trobe University, where a response or resolution is explicitly or implicitly expected”.
The Student Complaints Office is interested in listening to all complaints, no matter how small they might seem. Whether you would like to make an informal or formal complaint, we can guide you through the process as well as help you understand La Trobe’s complaints handling guidelines, policies and procedures.
Who can make a complaint?
A broad range of people are able to make a complaint. This includes all current and prospective La Trobe students, as well as past students, normally up to 12 months after completion of their studies.
Types of complaints
The Student Complaints Office deals with a broad range of complaints, but some complaints need to be addressed by a specific area of the University.
If your complaint is about one of the following issues you should contact an Equality and Diversity Harassment and Discrimination Contact Officer.
- sexual harassment;
- harassment and discrimination.
If your complaint is not related to one of those areas but falls into one of the following categories, you should refer to the relevant University policy or procedure.
- Occupational Health & Safety
- Academic progress
- Academic misconduct
- Copyright
- Privacy
Whatever your complaint you are still welcome to discuss it with the Student Complaints Office in the first instance.
Who do I complain to?
At La Trobe, we encourage you to first take your complaint to the area/faculty or person that you have the complaint with, as an informal discussion might easily resolve the issue. If you are unsure of where to go, or would like to sound out your concerns beforehand, the Student Complaints Office is available to assist.
If you do not feel comfortable approaching the area/faculty or person directly, the Student Complaints Office can help. We will treat your information with respect and confidentiality.
You will be given advice on options for handling your complaint, and you will be kept informed through every stage of the process. During this process, none of your information will be passed on without your permission.
The University is committed to privacy protection and compliance with applicable privacy laws and standards. The University is bound by the Victorian Privacy Act 2000 and any information will be in accordance with the legislation.
