Your feedback, comments and compliments are important - we listen to you, in order to improve the student experience for everyone.
What to do if you are unhappy with something at Melbourne Polytechnic
In many cases, issues and complaints can be resolved at an informal level. Talk to the person involved in the first instance. Often miscommunication and misunderstandings can be resolved early.
The four key steps Melbourne Polytechnic uses to address Student Complaints and Appeals are as follows:
1. Local level resolution
Wherever appropriate and applicable, student complaints should be addressed locally through:
Note: Melbourne Polytechnic acknowledges that there may be instances where this step is not appropriate or applicable, for example, if a student does not feel comfortable doing so.
2. Written Complaint
If resolution at a local level cannot be achieved or is not appropriate or applicable, you may lodge a Complaint.
Note: If a complaint is submitted anonymously, it will impact Melbourne Polytechnic's ability to seek further information and to progress the complaint.
3. Access to Internal Appeal
If, after the complaint has been investigated, you are unhappy with the process or outcome of the frontline resolution/investigation, you can request an internal review of the decision by a senior staff member, appointed by the Deputy CEO.
4. Access to external review
If you are unhappy with the process or outcome of the internal appeal, you can request an external review of the decision by an independent body, appointed by the CEO, and paid for by Melbourne Polytechnic.
If you have a complaint, please try to address your issue through our internal processes, outlined in the following documents on the Policies and Procedures page:
Note: If you have a complaint that involves sexual harassment or complaints involving equal opportunity issues (including harassment and bullying) please refer to our Student Equal Opportunity Discrimination and Harassment Policy.
You can access our policies here: Policies and Procedures.
You can seek support and assistance throughout the student complaints process from the following sources:
You can access our policies and procedure here: Policies and Procedures.
We want to hear from you, so if you have a suggestion or would like to pay us a compliment you can lodge your feedback here:
While we encourage you to use the internal complaints resolution processes offered by Melbourne Polytechnic (as outlined above), students do have the right under relevant legislation to make a complaint to an external or regulatory authority. Here are some of the relevant agencies available to assist students to resolve complaints.
Complaints about harassment or discrimination
Victorian Equal Opportunity and Human Rights Commission
Level 3, 204 Lygon Street, Carlton 3053
1300 891 848
Human Rights and Equal Opportunity Commission, HREOC (Federal)
1300 656 419
Complaints about internal policies or procedures
1800 806 314
|Complaints about the quality of VET course||
Australian Skills Quality Authority (ASQA)
1300 701 801
Please note: ASQA usually requires that you have already exhausted Melbourne Polytechnic's complaints and appeal processes.
|Complaints about the quality of a higher education course||
Tertiary Education Quality and Standards Agency (TEQSA)
1300 739 585
Complaints in relation to VET Student Loans and VET FEE-HELP assistance for TAFE students
VET Student Loans Ombudsman
|Complaints in relation to Student HELP Loans for Higher Education students||
1800 020 108