Conduct of a Student Complaints Committee instruction

Instruction statement

RMIT is committed to managing student complaints effectively and efficiently, and to using feedback from student complaint activity to improve the student experience. These instructions provide further detail and advice on how to conduct a Student Complaints Committee.


Instruction steps and actions

1. Composition of the Committee

The Student Complaints Committee members will consist of the Academic Registrar or nominee (Chair), the Academic Board representative (VE or HE as applicable) and a Student Union representative.

2. Conduct of the Committee

The Committee shall conduct itself in a professional manner and act according to the principles of natural justice; good conscience; and the substantial merits of the case:

  • All parties shall be invited to attend. In the absence of one or more parties, the Committee shall make their determination on available documentation and information;
  • All parties must keep details of the complaint confidential;
  • All parties may be accompanied by an advocate/s;
  • All parties shall be provided with the opportunity to present their case. A party may elect to have their advocate (other than legal representatives) to present on their behalf;
  • The Committee may request additional information and / or advice from alternative sources to assist it in making its determinations. This may occur at any time during the Student Complaint Committee process;
  • The Committee may invite witnesses to attend. No witness shall be sworn. Witnesses may only be questioned by members of the Committee;
  • The hearing will be in camera unless, with the consent of both parties, the Committee decides otherwise; and
  • The Committee may adjourn the hearing to another date and place, but every hearing shall be completed as quickly as possible without prejudicing the ability of all parties having a reasonable opportunity to present their case.

3. Determination of the Committee

Upon the completion of the hearing, the committee will consider its ruling in private.

  • The Committee will make determinations based on the evidence presented before it and/or subsequently requested.
  • The wording of determinations may be circulated amongst the Committee for ratification. A subsequent meeting of the Committee shall be held if there is contention with the wording of the determination.
  • A majority vote shall determine the outcome.
  • A dissenting view may be recorded.

4. Notification to all parties

All parties will be provided with notification of the determination within a timely manner including a short statement of the grounds upon which the committee has made its determinations.

  • The determinations of the committee will be effective upon its written notification and no further formal order or direction will be necessary for the committee's ruling to become operative.
  • The notification of the determinations and all materials generated during the course of the lodgement and hearing shall be retained by RMIT for a period of no less than 24 months, but otherwise shall remain confidential.

5. Resources

Student complaints website

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