Feedback, concerns and complaints
It's important you know how to provide feedback, raise concerns, or make a complaint during your studies. Explore what support is available to help you.
We want students to have a good experience at Te Herenga Waka—Victoria University of Wellington, but sometimes things don’t go as planned. We encourage you to come forward if you have feedback, want to raise a concern or make a complaint.
You can speak up without fear of disadvantage. The University has clear, fair and transparent resolution processes. Most concerns can be worked through simply and informally through self-resolution, but there are more formal pathways available if required.
You can seek confidential advice or help at any stage of the process from the Tauria—Student Interest team. They can help you explore your options, and speaking to them does not commit you to making a complaint.
You can also receive support from the VUWSA Advocates, who are independent from the University.
If you’re experiencing a problem, select from the three pathways below to find out what your options are for raising this with the University. If you are not sure what pathway to choose, you can fill in our form with a brief explanation of the issue, or you can request a meeting with one of the Tauria-Student Interest team. No action will be taken until we have spoken to you about the pathway you would like to take.
Pathways for different types of concerns
There are three main pathways for raising concerns with the University, each suitable for a different type of issue as described below. If you are not sure what pathway to choose, use the form to briefly explain your issue or request a meeting with one of the Tauria—Student Interest team. This form goes to the Student Interest team. We won't take any action until we have confirmed the pathway with you.
Academic appeals, complaints, and grievances
Use this pathway to address things like appealing a grade, lecture concerns, supervision, or any other problems or concerns with your academic studies.
Student services
You may need to raise concerns or make a complaint about student services Find out more here.
Staff and student behaviour and conduct
There are resolution processes and support available if you need to raise concerns or make a complaint about inappropriate behaviour or conduct. Find out more.
There are services available to support you if you want to know more about our processes. You can also access help, including cultural support, by contacting the Māori, Pasifika or International student advisers.
External complaints processes
If you go through a university complaints process and are unsatisfied by the outcome of your complaint, there are further resolution options external to the University.
Find out about the external complaints process
Raising a concern safely
We understand students might be worried about making a named complaint, particularly if the concern involves bullying or harassment.
You can make an anonymous report but there are significant limits on what the University can do with these reports as our processes require natural justice. This means any process used to make decisions about a complaint must be fair, especially when someone’s rights and interests are affected. This means people have a right to know who has complained about them and what they have said.
If you want to explore what options you have, you can discuss this with the Tauria—Student Interest and Conflict Resolution team. You can have a conversation in confidence. They can help you work out if making a complaint is right for you and support you with the process. They can also talk with you about any measures that might make you feel safe when making a complaint.
You can also seek advice from the VUWSA Advocates, who are independent from the university.