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All students at VSC have the right to make complaints and appeals in written form and to receive constructive response within a reasonable timeframe. Relevant complaints made by students are taken seriously by VSC. Appropriate actions are taken as soon as is necessary. It is essential for VSC that students receive the support needed and obtain the best possible outcomes. It is important to VSC that students do not fear a negative reprisal from their lodgement of a compliant. No student will be disadvantaged for making a complaint or appeal and the student’s enrolment at VSC will remain active throughout these processes. 

VSC is committed to resolve students’ complaints and appeals about academic and non-academic aspects of their experience as well as to provide them effective and efficient internal complaints resolution processes that are timely, impartial and at no cost to the students.  
 

Each student has 20 working business days to notify VSC from the first occurrence of a relevant matter. A complaint may be lodged outside of the 20-business day period on the basis of exceptional circumstances which includes but is not limited to circumstances such as death, family grievance, serious medical injury or condition or other significant circumstances beyond the student’s control. Each case will be determined on an individual case-by-case basis. No student shall be prejudiced in the instance that the complaint is lodged outside of the regular timeframe.

 

The complaint or appeal has to be in writing. Formal complaints and appeals will be resolved without charge or cost to the student. Where a student has attempted to resolve a complaint informally, the time for lodging the formal complaint shall commence after any outcome of that informal process and no student shall be disadvantaged by having attempted informal resolution of the complaint.

 

VSC’s Complaint Handling Principles

 

• Commitment to an early and informal resolution of the complaint where this is possible.

• Communication maintained with the complainant or appellant throughout the resolution process.

• An impartial and fair process in place for the student to lodge a formal complaint if the matter cannot be resolved informally with accurate information for the student to be able to lodge the complaint.

• Provision of support for the student that is impartial and objective throughout the resolution process.

• Access to independent professional advice where needed at student’s own cost.

• Ensuring access to an independent Student Representative to support the student at any stage of the resolution process.

• Prompt and adequate timeframes for resolving the complaint.

• Communicating the resolution decision to the student in writing including the reasons for the decision and advising further avenues for appeal available to them.

• Provision for the student to make an appeal if required.

• Providing clear details of options for students if appeal is not satisfied with a resolution.

• Ensuring students are aware of both informal and formal processes for making a complaint.

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Academic Complaints

Students’ academic complaints and appeals relate to the delivery of a program which may include but not be limited to the following: 

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• Enrolment in courses or units

• Progression

• Outcomes of Assessments

• Final grade appeal

• Outcome of special consideration applications

• Prior learning recognition

• Graduation eligibility

• Decisions that may be related to academic misconduct or integrity (e.g., plagiarism)

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Allegations that are related to student academic misconduct will be dealt with under the Academic Integrity Policy. If the student wishes to raise a complaint which arises from a breach of the Academic Integrity Policy the following process will be in place:

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• Informal Complaint

• Formal Complaint

• Investigation of Formal Complaint

• Initial Outcome of Formal Complaint

• Internal Appeal of Official Outcome

• Outcome of Internal Appeal

• External Appeal and Review

 

Non-Academic Complaints
Students’ non-academic complaints and appeals relate to all aspects of VSC operations other than the delivery of a program. Non-academic complaints and appeals may include but not be limited to the following:

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• Enrolment processes or admissions

• Access to facilities or the conditions of the facilities

• Access to resources

• Allegations of discrimination, bullying or harassment

• Safety issues

• Confidentiality or privacy issues

• Issues that may arise from other parties acting on behalf of VSC

• Tuition and other fees and refunds

 

VSC’s Processes for dealing with Academic and Non-Academic complaints:

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• Informal Complaint

• Formal Complaint

• Investigation of Formal Complaint

• Initial Outcome of Formal Complaint

• Internal Appeal of Official Outcome

• Outcome of Internal Appeal

• External Appeal and Review

 

For detailed information, please see VSC’s Student Complaints and Appeals Policy and Student Complaints and Appeals Procedure.

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To lodge a formal complaint, please complete and submit the Formal Complaint Form for Students. Please e-mail the completed form along with any supporting documents at admin@thevsc.com.au or submit the completed form along with any supporting documents to Student Support Services.