Complaints policy

Complaints

The Victorian Institute of Teaching (VIT) welcomes complaints; it aims to respond promptly and responsibly, and to incorporate information obtained from its complaints process in its review of its processes and service.

The way in which VIT will respond to a complaint about the behaviour of / service provided by VIT staff / Council / Council committee member, and decisions by VIT, the Council or Council committees is set out below.

There is a different process for making a complaint about the suitability (character, reputation, conduct or fitness) of a registered teacher / registered early childhood teacher to hold registration. A complaint of this type can be made by visiting our how to make a complaint page.

Making a complaint about VIT

Any person may make a complaint. To enable the timely consideration of a complaint, specific details of the incident, conduct or behaviour giving rise to the complaint should be provided.

Complaints may be made over the phone, in person at VIT office or in writing. The VIT encourages complaints, where possible, to be submitted in writing (by email or letter). 

In most circumstances, the complaints handling officer will be a VIT staff member, who will act as a central contact point within VIT.

How to make a complaint

A complaint can be made in writing and addressed to:
Chief Executive Officer
Victorian Institute of Teaching
Level 9, 628 Bourke Street
Melbourne VIC 3000

The VIT strongly encourages complaints to be made in writing, but will accept complaints made by phone. 

The complaint will be managed by the VIT complaints officer, whose details will be supplied to the person making the complaint.

Our complaints process

When a complaint is made

A response will be guided by the following principles.

  1. A person making a complaint will be treated fairly.
  2. A complaint will be acknowledged promptly, assessed and assigned priority.
  3. If the complaint cannot be resolved within a 45-day time frame, the complaint handling officer will provide information relating to the investigation of the complaint to the Chief Executive Officer and the person who made the complaint.
  4. Where an investigation is required it will be planned with a timeline established.
  5. The investigation will be objective, impartial and managed confidentially in accordance with privacy obligations.
  6. The investigation will aim to resolve factual issues and consider options for complaint resolution and future improvement.
  7. The response to the complaint will be timely, clear and informative.
  8. If the person making the complaint is not satisfied with the response, internal review of the decision will be offered and information about external review options provided.

What will happen after a complaint is received?

The complaint will be acknowledged in writing within 14 days. Complaints will be effectively assessed, investigated and, in all but exceptional circumstances, a response will be provided within 45 days. More complicated complaints may require more time to investigate. The VIT will communicate its expectations where a longer period is required.

In all instances, people making complaints will be advised of the name of the officer who is addressing their complaint.

What if a complainant remains dissatisfied with VIT’s response?

If a person making a complaint remains dissatisfied, they should write, within 30 days, to the complaints officer providing reasons why they feel that the response is not satisfactory. In most cases, the complaint will be referred to the Chief Executive Officer for internal review. The Chief Executive Officer will prepare a response, usually within 30 days.

In exceptional circumstances, an internal review may be conducted by another officer, nominated by the Chief Executive Officer. In the event that a person making a complaint remains dissatisfied, the Chief Executive Officer may refer the matter.

Complaints about the Chief Executive Officer

Where a complaint relates to the conduct or actions of the Chief Executive Officer, this policy will apply with the exception that a reference to the Chief Executive Officer will be read as a reference to the VIT Council
Chairperson.

Reporting

The VIT will report on de-identified complaints in the Annual Report and its website.