Resolving a complaint
What are the complaint resolution avenues for students?
La Trobe University has policies and procedures that must be followed when dealing with student complaints. Your complaint may be dealt with through one of the following avenues:
Local level resolution
Where the student takes a complaint directly to the area/faculty or person nominated to resolve the complaint.
Formal level resolution
Where the student complaint is lodged with and investigated by the University’s Student Complaints Office.
Note: It is important that you try and resolve your complaint at the local level, where reasonable, before lodging a formal complaint with the Student Complaints Office.
The University Ombudsman
Where the student complaint is lodged with and investigated by the University Ombudsman.
The University Ombudsman is able to provide advice and assistance in resolving complaints where a complaint or grievance regarding an academic matter or an administrative decision or action is not resolved through the relevant faculty, school or administrative department.
The University Ombudsman Office is based in Bundoora. The Ombudsman makes regular visits to all campuses. Contact the Ombudsman to arrange a meeting at your campus.
Mr Cliff Picton
Room 136, Level 1, Peribolos East
Melbourne (Bundoora campus)
T: (03) 9479 1897
F: (03) 9479 3897
E: c.picton@latrobe.edu.au
Formal external avenue
Where the student complaint is lodged with and investigated by an external organisation.
