Raising concerns with the University: how to do it and why you might need to

From time to time, you might have concerns with an aspect of university life, from a problem with your academic subjects, to a concern regarding an administrative decision about your enrolment.

You probably wish that the problem never occurred in the first place and might feel like it’s too complicated to get support.

We’re here to tell you that support is available if you have concerns with any aspect of uni life, and when you should consider submitting a complaint.

Meet the Student Complaints Office at La Trobe. The Student Complaints Office provides a fair and confidential avenue for managing any concerns that you have at the University.

The Office, like all La Trobe staff, want you to have a positive experience at university. The Student Complaints Office is here to ensure correct policy and procedures are followed and to ensure a fair and equitable experience for all students.

The student complaints process may be used to raise concerns or submit complaints about:

• service delivery/administration issues, including University facilities
• matters of process related to the University experience
• academic standards and educational quality issues
• third parties while 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.

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 Safer Community.

Here’s a guide to help resolve concerns that you might experience at uni.

Something has happened, I have a concern, and I don’t know what to do…

There are three steps to be aware of in the formal complaints process:

1. Attempt to resolve the matter with the person, department or team
2. Submit a formal complaint
3. Receive your outcome

Step 1: Attempt to resolve the matter with the person, department or team

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.

Although this may sound intimidating, learning to resolve issues disputes and discuss concerns is a crucial skill you can develop in your university years, to take into the workforce and life.

You may choose to raise your concerns with 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, and some of your options include:

• Academic Coordinators
• AccessAbility
• ASK La Trobe
• Health, Wellbeing and Inclusion
• Indigenous Student Services
• Safer Community
• Special Consideration
• Student Advising

There is also support available to you through the Advocates. The Advocacy service is free, independent from La Trobe (and the Student Complaints Office) and available to all students, no matter where you are located.

Our guide to conflict resolution may help you to attempt to resolve your issue if you are feeling unsure.

You may wish to consider submitting a formal complaint if:

• you don’t feel comfortable engaging with the relevant person or area
• you have attempted to resolve your concerns and are unhappy with the outcome

Step 2: Submit a formal complaint

You will need to put your complaint in writing and submit it via the online complaints form. The Advocates can provide support with this step. 

Make sure you include as much relevant information as possible, 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?

We recommend you include the resolution that you want. We all wish that the issue never occurred in the first place, however, try to think about what you really want to reasonably happen if this can be resolved. This may include, but is not limited to:

• The administrative error is corrected
• A solution is negotiated and implemented
• Referral for disciplinary action
• An apology

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.

It is important to submit complaints as soon as possible. University policy states that concerns need to be submitted within 12 months of the incident. Exceptions may sometimes be possible in exceptional circumstances.

Once the Student Complaints Office receives your formal complaint, it may be referred to the relevant team at La Trobe for an appropriate investigation.

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.

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.

Step 3: The outcome of your formal complaint

When the time comes to receive your formal complaint outcome, there are a few key things to remember:

1. The outcome depends on what your complaint is about – it will differ depending on the context of your formal complaint.
2. As per University policy, you will be notified of the outcome via your student email.
3. The complaint will either be substantiated, partially substantiated or not substantiated. Substantiated means there was information or evidence to support your concerns.
4. You have the right to request a review of the outcome. You can do this through the University Ombudsman according to the provisions of the La Trobe University Ombudsman Statute 2009.

If, after requesting a review, you are not satisfied with the outcome, you are able to explore external avenues to lodge a complaint. These include, but are not limited to Australian Human Rights Commission, Victorian Privacy Commissioner, Victoria Police or the Victorian Ombudsman. At times external agencies require all internal avenues to be exhausted before they can investigate.

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.