Student Complaints

School of Art Complaint Process
Supporting a Respectful, Fair and Transparent Environment 

Purpose 

We are committed to fostering a positive and respectful environment for all students, staff and visitors. If you have concerns or complaints, we encourage you to raise them through the appropriate channels. This guide outlines the school’s complaint process and how it aligns with the broader RMIT Complaints Framework. 

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When to Raise a Complaint 

You may wish to raise a concern or complaint about: 

  • Teaching and learning experiences 
  • Staff conduct or communication 
  • Access to resources or facilities 
  • Bullying, harassment, or unfair treatment 

Please ensure you include the following where possible: 

  • Be clear and specific about the issue 
  • Focus on facts – include dates, names, and examples where possible 
  • Remain respectful and professional in your communication 
  • Consider what outcome or resolution you are seeking 
  • Keep a record of any correspondence or discussions 
  • Seek support or advice if you are unsure how to proceed (e.g. Student Support Advisor or RUSU) 

Determine if your issue is an ‘enquiry, concern or feedback’ or a ‘complaint’. 

An enquiry, concern or feedback is defined as: 

  • A matter that requires action but can be addressed informally in the first instance. 
  • A decision, action, process or service provided by RMIT that you feel would be in the University’s interest to be aware of or to address. 
  • If your issue is an enquiry, concern or feedback, please try to resolve it informally 

A complaint is any issue that: 

  • You feel is inappropriate to attempt to resolve informally. 
  • You’ve been unable to resolve informally. 

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Step 1: Informal Resolution (Recommended First Step) 

Where appropriate, raise your concern directly with the person involved or with your course/studio coordinator. Many concerns can be resolved quickly through respectful discussion. 

Be clear, specific, and respectful when raising your concern. 

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Step 2: Escalation within the School 

If the issue is not resolved informally: 

  • Contact the School Manager, Marsha Lamb, marsha.lamb@rmit.edu.au, ph: 9925 3453 who will ensure transparency, impartiality and confidentiality. 
  • You may be asked to provide a written summary of your concern. 
  • A response will be provided in a timely and fair manner. 

You can also contact the School by submitting an inquiry through RMIT Connect for guidance on who to speak to. 

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Step 3: Formal Complaint via RMIT Complaints Portal 

If the matter remains unresolved or is serious in nature, you can submit a formal complaint through the RMIT Complaints portal: 

🔗 Submit a complaint – RMIT Complaints Portal 

This process is managed independently by RMIT’s Student Complaints Team. 

 

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Our Commitment 

The school is committed to: 

  • Treating all complaints seriously and fairly 
  • Ensuring a safe and respectful environment 
  • Protecting your right to raise a concern without fear of disadvantage 

 

For full details, refer to the RMIT Student Complaints Policy and Procedures.- Student complaints – RMIT University 

📍 Contact – Marsha Lamb, Senior Manager, Operations – marsha.lamb@rmit.edu.au, ph: 9925 3453
📍 School Office: Building 24, level 1 –  9.00 am – 5.00 pm (Monday & Wednesdays), hours may vary during the official University student holiday period.