{"id":46617,"date":"2026-04-13T12:46:27","date_gmt":"2026-04-13T02:46:27","guid":{"rendered":"https:\/\/www.latrobe.edu.au\/mylatrobe\/?p=46617"},"modified":"2026-04-13T12:48:03","modified_gmt":"2026-04-13T02:48:03","slug":"raising-concerns-with-the-university","status":"publish","type":"post","link":"https:\/\/www.latrobe.edu.au\/mylatrobe\/raising-concerns-with-the-university\/","title":{"rendered":"Raising concerns at uni: how to do it and why you might need to"},"content":{"rendered":"\n<p>From time to time, you might have concerns with an aspect of uni life, from a problem with your subjects to an admin decision that impacts your enrolment<\/p>\n\n\n\n<p>It&#8217;s important you know that support is available and what to consider when submitting a complaint.<\/p>\n\n\n\n<p>That&#8217;s what the <a href=\"https:\/\/www.latrobe.edu.au\/students\/support\/complaints\">Student Complaints Office<\/a> is here for. The Student Complaints Office provides a fair and confidential avenue for managing any concerns that you have at the University, with the goal of providing you with a positive experience at La Trobe.<\/p>\n\n\n\n<p>The Student Complaints Office ensure that correct policy and procedures are followed, helping to provide a fair and equitable experience for all students.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What you can raise concerns about<\/h2>\n\n\n\n<p>The student complaints process may be used to raise concerns or submit complaints about:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>service delivery\/administration issues, including University facilities<\/li>\n\n\n\n<li>matters of process related to the University experience<\/li>\n\n\n\n<li>academic standards and educational quality&nbsp;issues<\/li>\n\n\n\n<li>third parties providing services on behalf of the University, such as contractors, education agents and third party providers, including those individuals and organisations supervising student placements and student accommodation.<\/li>\n<\/ul>\n\n\n\n<p>The student complaints process does not include complaints about inappropriate conduct or behaviour by students, staff or third parties. For all conduct and behaviour concerns, please contact <a href=\"https:\/\/www.latrobe.edu.au\/students\/support\/wellbeing\/services\/safer-community\" target=\"_blank\" rel=\"noreferrer noopener\">Safer Community<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How the formal complaints process works<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1: Attempt to resolve the matter with the relevant person, department or team<\/h3>\n\n\n\n<p>The Student Complaints Office recommends that the first thing you should do if you have a concern is to contact the appropriate area to seek a resolution. This will most likely involve a discussion on the matter directly with the person, department or team that you are experiencing the grievance with.<\/p>\n\n\n\n<p>Although this may sound intimidating, learning to resolve issues and discuss concerns is a crucial skill that you can take with you throughout many parts of life. Our <a href=\"https:\/\/www.latrobe.edu.au\/mylatrobe\/conflict-resolution-101\/\">guide to conflict resolution<\/a>\u00a0may help you to attempt to resolve your issue if you are feeling unsure.<\/p>\n\n\n\n<p>You may choose to raise your concerns with one of the <a href=\"https:\/\/www.latrobe.edu.au\/students\/support\">student support areas<\/a>. These teams may be able to provide you with advice on how to approach resolving your issue and what options are available to you. You can find a full list of support options on the <a href=\"https:\/\/www.latrobe.edu.au\/students\/support\/student-support-policy\">Student Support Policy webpage<\/a>, which include:<\/p>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/latrobe-current.custhelp.com\/app\/answers\/detail\/a_id\/2199\/kw\/contacting%20coordinator\">Academic Coordinators<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/students\/support\/wellbeing\/services\/accessability-hub\">Accessibility<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/students\/ask-us\">ASK La Trobe<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/students\/support\/wellbeing\">Wellbeing Services<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/indigenous\/student-services\">Indigenous Student Services<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/students\/support\/wellbeing\/services\/safer-community\">Safer Community<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/students\/admin\/forms\/special-consideration\">Assessment Adjustments<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.latrobe.edu.au\/students\/ask-us\/advising\">Student Advising<\/a><\/li>\n<\/ul>\n\n\n\n<p>There is also support available to you through the <a href=\"https:\/\/www.latrobe.edu.au\/mylatrobe\/advocacy-for-la-trobe-students\/\">Advocacy service<\/a>. The Advocacy service is free, independent from La Trobe (and the Student Complaints Office) and available to all students, no matter where you&#8217;re located.<\/p>\n\n\n\n<p>You may wish to consider submitting a formal complaint if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>you don\u2019t feel comfortable engaging with the relevant person or area<\/li>\n\n\n\n<li>you have attempted to resolve your concerns and are unhappy with the outcome<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2: Submit a formal complaint<\/h3>\n\n\n\n<p>You will need to put your complaint in writing and submit it via the <a href=\"https:\/\/latrobe-advocate.symplicity.com\/public_report\/index.php\/pid068990?\">online complaints form<\/a>. The <a href=\"https:\/\/www.latrobe.edu.au\/mylatrobe\/advocacy-for-la-trobe-students\/\">Advocacy service<\/a> can provide support with this step.\u00a0<\/p>\n\n\n\n<p>Make sure you include as much relevant information as possible, which might include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Date and time<\/li>\n\n\n\n<li>Involved persons (if there are any)<\/li>\n\n\n\n<li>Location (e.g. if it was online or on-campus)<\/li>\n\n\n\n<li>Is this the first time the issue has occurred?<\/li>\n<\/ul>\n\n\n\n<p>We recommend you include the resolution that you want within the form. Try to think about what you really want and what can reasonably happen. This may include, but is not limited to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>an administrative error being corrected<\/li>\n\n\n\n<li>a solution being negotiated and implemented<\/li>\n\n\n\n<li>referral for disciplinary action<\/li>\n\n\n\n<li>an apology<\/li>\n<\/ul>\n\n\n\n<p>When you submit a formal complaint, you have the option to remain anonymous. However, submitting anonymously may restrict the outcome of your complaint and how the University can help you.<\/p>\n\n\n\n<p>It is important to submit complaints as soon as possible. <a href=\"https:\/\/policies.latrobe.edu.au\/document\/view.php?id=160\">University policy<\/a> states that concerns need to be submitted within 12 months of the incident. Exceptions may sometimes be possible in exceptional circumstances.<\/p>\n\n\n\n<p>Once the Student Complaints Office receives your formal complaint, it may be referred to the relevant team at La Trobe for an appropriate investigation.<\/p>\n\n\n\n<p>The Student Complaints Office may identify your complaint as serious or complex and refer your concern to other parts in the University, such as Legal Services or Human Resources.<\/p>\n\n\n\n<p>The Student Complaints Office will contact you within 10 business days of submitting your complaint to provide you with more information on the status of your formal complaint, as well as how long certain processes may take to complete.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3: The outcome of your formal complaint<\/h3>\n\n\n\n<p>When the time comes to receive your formal complaint outcome, there are a few key things to remember:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The outcome depends on what your complaint is about \u2013 it will differ depending on the context of your formal complaint.<\/li>\n\n\n\n<li>As per <a href=\"https:\/\/policies.latrobe.edu.au\/document\/view.php?id=160\">University policy<\/a>, you will be notified of the outcome via your student email.<\/li>\n\n\n\n<li>The complaint will either be substantiated, partially substantiated or not substantiated. Substantiated means there was information or evidence to support your concerns.<\/li>\n\n\n\n<li>You have the right to request a review of the outcome. You can do this through the <a href=\"https:\/\/www.latrobe.edu.au\/about\/management\/organisation\/ombudsman\">University Ombudsman<\/a> according to the provisions of the <a href=\"https:\/\/www.latrobe.edu.au\/__data\/assets\/file\/0006\/155418\/Ombudsman-Statute-2009.pdf\">La Trobe University Ombudsman Statute 2009<\/a>.<\/li>\n<\/ul>\n\n\n\n<p>If you aren&#8217;t satisfied with the outcome after requesting a review, you can explore external avenues to lodge a complaint. These include (but aren&#8217;t limited to) the <a href=\"https:\/\/www.nso.gov.au\/\">National Student Ombudsman<\/a>, <a href=\"https:\/\/www.humanrights.vic.gov.au\/\">Victorian Equal Opportunity and Human Rights Commission<\/a>, <a href=\"https:\/\/ovic.vic.gov.au\/privacy\/\">Victorian Privacy Commissioner<\/a> or <a href=\"https:\/\/www.police.vic.gov.au\/\">Victoria Police<\/a>. Some external agencies may require all internal avenues to be exhausted before they can investigate.<\/p>\n\n\n\n<p>Please note: if a complaint is accepted for investigation by an external organisation, the University will normally suspend any in-progress investigation until the external investigation has been completed and all reports submitted.\u00a0<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-text-color has-background has-link-color wp-element-button\" href=\"https:\/\/www.latrobe.edu.au\/students\/support\/complaints\" style=\"border-radius:100px;background-color:#e2231b\">View the Complaints website<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>From time to time, you might have concerns with an aspect of uni life, from a problem with your subjects to an admin decision that impacts your enrolment It&#8217;s important [&hellip;]<\/p>\n","protected":false},"author":121,"featured_media":58330,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"_EventAllDay":false,"_EventTimezone":"","_EventStartDate":"","_EventEndDate":"","_EventStartDateUTC":"","_EventEndDateUTC":"","_EventShowMap":false,"_EventShowMapLink":false,"_EventURL":"","_EventCost":"","_EventCostDescription":"","_EventCurrencySymbol":"","_EventCurrencyCode":"","_EventCurrencyPosition":"","_EventDateTimeSeparator":"","_EventTimeRangeSeparator":"","_EventOrganizerID":[],"_EventVenueID":[],"_OrganizerEmail":"","_OrganizerPhone":"","_OrganizerWebsite":"","_VenueAddress":"","_VenueCity":"","_VenueCountry":"","_VenueProvince":"","_VenueState":"","_VenueZip":"","_VenuePhone":"","_VenueURL":"","_VenueStateProvince":"","_VenueLat":"","_VenueLng":"","_VenueShowMap":false,"_VenueShowMapLink":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[233,136],"tags":[],"class_list":["post-46617","post","type-post","status-publish","format-standard","has-post-thumbnail","category-student-admin","category-community-student-life"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - 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