Complaints and conflict resolution
Find out how to raise a concern, make a complaint or resolve a conflict. There is support available to help you through the process.
Raising concerns
Occasionally, things don’t go as planned, but we are dedicated to resolving issues as quickly as possible and ensuring they don’t happen again.
Making a complaint
If you have already tried to resolve your issue or do not feel safe or comfortable doing so, you can make a formal complaint.
Support pathways
There are a number of support pathways that can help you before, during and after raising a concern or making a complaint.
Restorative conversation guide
Learn about the eight steps of a restorative conversation.
Staff member's behaviour complaints
Information about the management of informal and formal complaints by students about staff conduct.
Student's behaviour complaints
An outline of the process for a formal misconduct complaint about the behaviour of a student.
Academic appeals, complaints, and grievances
The University aims to address academic appeals, complaints and grievances through a fair, transparent, timely and restorative process.
Accommodation service complaints
How to resolve issues or make a complaint about a University Accommodation service.
Mauri Ora—Student Health and Counselling complaints
How to give feedback, raise concerns, or make complaints about Mauri Ora—Student Health and Counselling.
Disability Services complaint procedure
How to give feedback or make a complaint about Te Amaru—Disability services.
Provision of service complaints
How to make a complaint about the way a service has been provided.
External complaints processes
Should you not be satisfied with the outcome of your complaint, there are further resolution options external to the University.
Support pathways
We understand that raising concerns and making a complaint can be a bit scary and a distressing process sometimes. You are encouraged to seek support and information about the pathways. Contact the Conflict Resolution and Complaints Advisor at complaints@vuw.ac.nz, if you would like more information or want to talk to someone before you get started.
You have the opportunity to choose your own support person or people to guide and support you through these processes, and there are a number of free and confidential services you can access support through.
A restorative university
Te Herenga Waka–Victoria University of Wellington is a restorative university. Restorative universities prioritise community based on respectful relationships, in which each student, faculty, and staff member is valued and feels they belong, where all contribute to the common good, and where conflict is handled in ways that promote accountability and repair.
With this restorative commitment at the heart of our values, the University will support our student community to provide feedback, raise concerns and make complaints.