• Section 1 - Purpose
• Section 2 - Overview
• Section 3 - Scope
• Section 4 - Policy
• Principles
• Responsibilities
• Review
• Section 5 - Compliance
• Section 6 - Policy Suite Documents
• Section 7 - Definitions

Section 1 - Purpose

(1) The purpose of this policy is to:

1. promote a culture where complaints are welcomed and valued;
2. recognise that complaints are an important component of RMIT’s commitment to continuous improvement;
3. ensure the integrity, timeliness and consistency of complaints management;
4. convey ownership, accountability and transparency for complaints management across the RMIT Group; and
5. ensure a receptive and responsive complaints culture to improve and maintain the student experience and research integrity, and attract and retain quality staff.

Section 2 - Overview

(2) This policy outlines the principles and governance framework that inform RMIT’s approach to managing, investigating and resolving complaints. This policy also supports the analysis, evaluation and auditing of complaints and their outcomes to drive quality improvements.

Section 3 - Scope

(3) This policy applies to the RMIT Group, which is RMIT and its controlled entities (RMIT Europe, RMIT Online, RMIT University Pathways (RMIT UP) and RMIT Vietnam).

(4) This policy covers complaints raised about RMIT’s people, operations, activities, services or processes. These may include, but are not limited to, complaints about decisions, misapplication of policy or procedures, failure of service provision, incorrect advice leading to a detrimental outcome, or negligence.

(5) Matters that are not considered complaints and therefore not in the scope of this policy are general enquiries, requests for information, service or action, provision of feedback, or a review of a decision.

Section 4 - Policy

Principles

(6) RMIT recognises the critical importance of an effective complaints management process and a receptive complaint culture.

(7) RMIT will ensure that complaints are handled and resolved in a fair, consistent and timely manner for all parties involved. All parties to a complaint will have the opportunity to be heard and to respond to the substance of a complaint.

(8) RMIT will decide the most appropriate way to manage a complaint and has transparent, accessible and consistent procedures in place.

(9) RMIT will demonstrate procedural fairness in the management and resolution of complaints to protect and promote the welfare and wellbeing of all parties to a complaint. This includes providing access to support services as appropriate.

(10) RMIT will communicate with the relevant parties throughout the process. Actions imposed or introduced as an outcome of a complaint may be shared with the complainant and respondent in accordance with Privacy obligations.

(11) RMIT will not disclose the identity of a complainant or witness to the respondent or other parties where this may constitute a risk to safety. RMIT takes reasonable steps to protect all parties of a complaint from victimisation, unwarranted detrimental action or reprisals.

(12) Anonymous complaints can be made, but the ability to investigate and satisfactorily resolve anonymous complaints will be limited based on the quality of the evidence provided.

Responsibilities

(13) RMIT’s people leaders and managers promote a positive complaint culture and take action to address systemic issues arising from complaint outcomes and data analysis.

(14) The General Counsel:

1. is responsible for the enterprise complaints management strategy; and
2. reports biannually to the Audit and Risk Management Committee, Academic Board and University Executive Committee, and annually to Council on the number and type of complaints managed across the RMIT Group, including systemic issues identified through analysis of complaints data, oversight and coordination of whistleblowers and public interest disclosures. The Whistleblower Procedure provides further information regarding the legislation surrounding RMIT’s obligations.

(15) The Vice President, People and Culture:

1. ensures policies and procedures for managing staff conduct align with the principles of this policy; and
2. ensures the appropriate delegated authority is exercised when determining the outcome of a staff misconduct investigation, in line with the Delegations of Authority Schedule 3 - People Delegations.

(16) The Deputy Vice-Chancellor Education ensures that policies, procedures and resources for managing student and student-related complaints align with the principles of this policy.

(17) The University Secretary and Academic Registrar (or delegate) ensures the appropriate delegated authority is exercised when determining the outcome of a student conduct investigation, in line with the Student Conduct Policy.

(18) The Deputy Vice-Chancellor Research and Innovation:

1. ensures that policies, procedures and resources for managing research-related complaints align with the principles of this policy; and
2. is responsible for receiving reports of the outcomes of processes of assessment or investigation of potential or found breaches of the Australian Code for the Responsible Conduct of Research, 2018 , and deciding on the course of actions to be taken.

(19) The Executive Director, Health, Safety and Risk is accountable for the overall health, safety and wellbeing of all participants in the complaints process.

(20) The Associate Director, Central Complaints and Investigations is responsible for:

1. supporting the General Counsel in management and oversight of complaints at RMIT;
2. ensuring information about complaints management is easily accessible; and
3. supporting the process for regular reporting to governing bodies and RMIT committees as required.

(21) Heads of business areas are responsible for supporting the RMIT complaints process, including the resolution of informal complaints.

Review

(22) This policy is to be reviewed every five years in accordance with the Policy Governance Policy.

Section 5 - Compliance

(23) The Associate Director, Central Complaints and Investigations is dedicated to ensuring compliance with this policy. This includes the correct collection and use of centralised complaint systems.

(24) Breaches of this policy can be reported through the Organisational Breach Reporting Form. The disciplinary outcomes of a breach and any appropriate appeals mechanisms can be found in the Compliance Breach Management Procedure.

Section 6 - Policy Suite Documents

(25) The following documents obtain their authority from this policy:

1. Complaints Governance Policy Schedule 1 – Complaint Types
2. Complaints Governance Procedure
3. Complaints Procedure – Members of the Public

Section 7 - Definitions