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.
A local-level resolution may involve discussing the matter directly with the person with whom you had the grievance. You may also choose to raise your concerns with any University support areas, or with a senior staff member from within the relevant area as part of a local level resolution.
Tips for conflict resolution
Talking to someone who you may be in conflict or having issues with might be intimidating, especially if you have never done this before. How do you know what to say or what to do?
You could reach out via email, or request to have a phone call or meeting. It’s a good idea to prepare by:
- Making a list that describes the situation in dot points
- Considering what solution you are seeking, and what’s reasonable
- Checking if there are any policies or procedures you should be aware of
- Seeking support from the Student Advocates
Whether the conflict is in the workplace, your relationships or your university life, the Employability team offer many resources that may support you with navigating conflict. These include:
You may choose to seek advice from one of the student support areas. 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 Student Support Policy webpage.
There is also support available to you through the Student Advocacy Service. The service is free, independent from La Trobe University (and the Student Complaints Office) and available to all students, no matter where you are located.
Contact the Student Advocacy Service
If you are not comfortable engaging in local-level resolution, or if this has been unsuccessful, you may elect to proceed to a School/Department/Business area investigation with a formal complaint. Where appropriate, complaints lodged through the Student Complaints Office are referred to the relevant area or areas for investigation.
Complaints must be in writing, and should be lodged via the online complaints form. You can also submit a complaint by email to studentcomplaints@latrobe.edu.au, or post, however, the online complaints form is the best way to capture the necessary information to action the complaint.
Submit a formal 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.
Your complaint should include sufficient details about the circumstances of the issue, this might include:
- date and time
- involved persons (if there are any)
- location (e.g. if it was online or on-campus)
- is this the first time the issue has occurred?
You should also include your sought-after resolution/s, which may include but is not limited to:
- an administrative error is corrected
- a solution is negotiated and implemented
- referral for disciplinary action
- an apology
If insufficient details are provided, you may be contacted for further information before the complaint can be progressed.
If you require assistance or advice in phrasing or writing your complaint, you can seek assistance from a relevant support service within the University or via the Student Advocacy Service. The service is free, independent from La Trobe University (and the Student Complaints Office) and available to all students, no matter where you are located.
Contact the Student Advocacy Service
The Student Complaints Office will acknowledge receipt of your complaint submission within two working days.
Most complaints are dealt with in 20 working days. More complex complaints can take longer before a final decision is made.
Serious or Complex Complaints
In serious or complex circumstances, a complaint may be referred to another area of the University, such as Human Resources and/or Legal Services.
Anonymous Complaints
You can elect to remain anonymous when submitting a complaint. However, anonymity may restrict the University’s ability to assist, or limit the complaint outcomes available to you.
When you receive the formal complaint outcome, please note:
- The outcome depends on what your complaint is about – it will differ depending on the context of your formal complaint.
- As per University policy, you will be notified of the outcome via your student email.
- An investigation will determine that a complaint is not substantiated, partially substantiated, or substantiated. Substantiated means there was information or evidence to support your concerns.
Read the Student Complaints Management Policy for more information about possible outcomes and how these are implemented by the University.
Student Complaints Management Policy
Review of a Complaint 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 may 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.
