Complaint Process
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SCM Policy Statement
La Trobe University’s SCM seeks to provide a student complaints mechanism that is:
- accessible
- timely
- applies principles of procedural fairness
- attempts to resolve complaints, as close to the source possible
- maintains appropriate levels of confidentiality
- free from victimisation, and does not investigate complaints without substance.
Your complaint may be resolved by one of three pathways:
- informal local level discussion and resolution
- college/business area investigation
- University level investigation
Informal Local Level Resolution
You are encouraged to attempt the resolution of matters in good faith at the local level, where it is reasonable and appropriate to do so.
You may also choose to raise your concerns with any University support areas, or with a senior staff member from within the relevant college/business area as part of a local level resolution.
College/business area investigations
If you are not comfortable engaging in local-level resolution, or if this has been unsuccessful, you may elect to proceed to a college/business area investigation with a formal complaint. Where appropriate, complaints lodged through the SCM are referred to the relevant college/business area or areas for investigation.
College/business area complaints must be in writing, and should be lodged via the SCM Web Form. You can also submit a complaint by email, post or hand-delivered letter, but the SCM Web Form is the best way to capture the necessary information to action the complaint. You must raise your issues within 12 months of the issue or incident. The University may consider complaints submitted after this period where it determines that there are exceptional circumstances.
If you require assistance or advice in phrasing or writing their complaint, you can seek assistance from a relevant support service within the University.
Your complaint should include sufficient details about the circumstances of the issue, and your sought after resolution/s. If insufficient details are provided, the college/business area may seek further information before progressing the complaint.
Serious or Complex Complaints (University level investigations)
The Student Complaints Office (SMO) may elect to (or at the request of a student, college/business area, or party to a complaint) manage a complaint by working collaboratively with a college/business area, or where appropriate, refer a complaint to a University level investigation.
If a University level investigation is deemed appropriate, the Executive Director, Educational Partnerships and Quality will appoint a Senior Investigator to conduct the investigation. The investigator may be a member of staff, or in certain circumstances, a person external to the University.
You can request the involvement of the SCO in the management of a complaint by making a request in writing to the SCO email address, in the following circumstances:
- your complaint has not been resolved within 20 working days, and you are dissatisfied with the management of the complaint
- you have grounds to consider that you are the subject of inappropriate or negligent conduct by the college/business area
- you consider that the handling of your complaint is being affected by a prejudice, conflict of interest, or personal bias within the college/business area
- your complaint relates to a matter that cannot be resolved within the college/business area.
Anonymous Complaints
You can elect to remain anonymous when submitting a complaint via the SCM Web Form. However, anonymity may restrict the University’s ability to assist, or limit the complaint outcomes available to you.
Your right to review your outcome
If you are not satisfied with the outcome of your complaint, you can request a review of the matter by the University Ombudsman according to the provisions of the La Trobe University Ombudsman Statute 2009.
External Complaint Avenues
You can also choose to lodge a complaint with an external organisation such as the Australian Human Rights Commission, Victorian Privacy Commissioner, Victoria Police or Victorian Ombudsman. Some external agencies require that all relevant University complaints processes have been exhausted before they will consider the matter. If a complaint is accepted for investigation by an external organisation, the University will normally suspend any in-progress University investigation until the external investigation has been completed and all reports submitted.