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How to Write a Letter
Frustrated because it seems no-one’s listening to you, or need to let RMIT know about something? This leaflet is all about getting stuff on the page in a way the University will recognise and respond to.
When would I need to write a letter? • To ask for Leave of Absence or Special Consideration, or to tell the administration about an error on your Enrolment form. • To make a complaint. You can complain about anything -cleanliness of the toilets or the fact that the printer in the computer lab never works. Your complaint may relate to bullying or harassment by staff and /or fellow students. • To appeal an assessment result, a misconduct penalty or exclusion from RMIT. It’s normally not enough just to fill out the “appeal application” form – RMIT will want more detail and it’s better to write it down rather than try to present everything verbally. What preparation do I need to undertake? • Find out if there is an RMIT policy or procedure that applies to your situation or complaint • Contact a Student Liaison Officer at the Student Union or check out the Academic Operating Procedures web site: http://www.rmit.edu.au/governance/policies • Address the letter to the right person. Generally, you need to write to the person who can actually do something about your problem – the “supervisor” – then, if unsuccessful, go to their supervisor. That may be your Program Coordinator, or above them, say, the Head of Division, or above them the Head of School and so on. It’s often best to work your way up the chain of authority. If you are not sure who these people are, contact your School or Department office, especially if it is an academic matter. You can always contact the Student Union if you are not sure. It’s important to check that you have the right person or that they still work here, otherwise your complaint may sit around unanswered for ever. Is there a form you need to fill in? Often there are forms you need to complete, to send with your letter. For example; “Application for Appeal” or “Application for Special Consideration”. Check with the Hub, or your School or Department office. All forms can be downloaded from www.rmit.edu.au/students/forms. Collect your supporting evidence. Depending on what you are writing about, you may need to provide documents such as medical certificates, letters from counsellors or professionals, receipts and statutory declarations.
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What do I need to include in my letter? Your letter should include all vital details including; • Your name, student number, address, email and phone number • Name of the Program you’re in, if it’s relevant to the complaint • The date How should I structure the letter? Your letter should have at least three basic things: • What the problem, complaint or issue is • What you have done about it so far: who you have talked to, what advice you have received.
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• What you want: what is the aim of your complaint, or what outcome do you want from the letter.
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Why should I do it in writing? There may be several occasions during your time at RMIT when you need to contact a lecturer, make a complaint, or find resolutions to problems. It is better to communicate in writing for several reasons: • You can keep a “paper-trail” of what you have said to whom, on what date, what response you have had etc – so no-one can deny it later. It allows you to prove a case if you encounter problems, eg if you were given incorrect information you will have something on paper to prove it; It enables you to be fully clear on what you mean – often the most common problems arise due to communication errors or misinterpretation
You can “CC” your letter (send a copy to) other relevant people, e.g. a counsellor, the lecturer, tutor, or a Student Rights Officer. This is so RMIT knows that other people are also aware of the issue and are waiting for their response. What about attaching other documents? Take photocopies of all important documents you wish to attach to your letter. Don’t send original copies, as RMIT may lose them. The Student Union can help in copying your documents. Did they get my letter? Mailing: Try calling the person or office before you send it and make sure the person will be in the office in the next week. If they are sick or on leave, and your concern cannot wait until they return, maybe you need to re-address the letter to another person. You can send a letter by Registered Post or Express Post so you have proof it was sent and received. Faxing the letter: Always either print a fax transmission receipt when you send it, or ring the office and check that they have received it. Emailing: Print a copy for your records in case your emails are deleted for some reason. How long should I wait for a response? If you have not had a response of any kind to your letter one week after you sent the letter, ring them and ask when you will receive a response. If you are not happy with the response you receive to your letter there is always further action that can be taken. You may have to write another letter or arrange for an interview with the person or someone else in the department, Division, School, Portfolio or at the University level. You have the right to take a support person or advocate with you to any meeting within the University. They can be anyone - a friend, family member, interpreter or a Student Rights Officer.
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Email is a convenient and easy way of communicating with many RMIT staff. Talk to a Student Liaison Officer if you need help. Useful RMIT Contacts The following details are for services based at the City Campus - students at other campuses should advise the person taking their call of their location. RMIT Counselling Service Ph. 9925 4365 http://www.rmit.edu.au/counselling Personal problems, relationship issues, depression, grief and anxiety. RMIT International Student Information and Support (ISIS) Ph. 9925 2078 http://www.rmit.edu.au/isis Information and support for International Students Also, check out the HUB on your campus for additional drop in times or www.rmit.edu.au/students/services
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Complaints Student Complaints Liaison Officers (SCLOs). www.rmit.edu.au/academicregistrar/studentcomplaints SCLOs are located in all Academic Portfolios, Departments, Schools and Groups Student Complaints Manager Ph. 9925 8964 www.rmit.edu.au/academic-registrar/ studentcomplaints Email: complaints@rmit.edu.au RMIT Ombuds Ph. 9925 2930 Email: ombuds@rmit.edu.au Other Useful Student Rights Leaflets You can pick up these leaflets from your nearest Student Union Office, or download them from our website, www.su.rmit.edu.au/rights • • How to make a Complaint RMIT Policies & Procedures
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Sample Letter - PLEASE NOTE this sample letter is included here as a general guide and example only.
Ms Jort Haraldio Manager, Student Services Money-Making Portfolio RMIT -City campus GPO Box 2476V Melbourne 3001 Tuesday, 25th May 2008 Dear Ms Haraldio Re:Appeal against Assessment -AB123
Emma Marx Flat 19 / 17 Goldman St BRUNSWICK 3056 Ph: 9666 5555
I am a second year student in the Department of Stuff. I am writing to you to Appeal my Assessment result for AB123 Stuff, the Universe and everything. I received my Transcript of Results statement on Dec 24 2003. [see attached copy] It states that I received a credit for the course AB123 Introduction to Basic Stuff. I have left phone messages, emailed and faxed my Lecturer and Tutor for the subject but have not yet received a response. I understand from the Department office that the Lecturer is teaching Offshore over summer and that the Tutor was a sessional staff member and is no longer employed by RMIT. I believe I should have received a higher result for my work in AB123. As a result and because I have received no reply from Department staff I am appealing my result to the Portfolio Appeals Committee. I have attached supporting letters and copies of my application for Special Consideration., plus the application form for a Portfolio Appeal. I am happy to have a meeting with you to discuss this further and I will bring my friend along as my support person. I would like to have my work remarked by an Independent Assessor, as indicated in the RMIT Operating procedure Academic Progress – Unsatisfactory Performance. Yours sincerely Emma Marx 2034567X cc: Student Rights Officer, RMIT Student Union, Bundoora Campus AB123 Lecturer, AB123 Tutor
Disclaimer: The information in this leaflet is a general guide only. RMIT is a very complex environment, and there are often a number of different rules which apply.
For more student rights information visit our website: www.su.rmit.edu.au For Additional Assistance drop into a Student Union Front Office to speak with a Student Liaison Officer City Higher Ed: Building 8, Level 3 Tivoli (Business): Building 108, Level 3 Carlton Campus: Building 57, Level 4 Brunswick: Building 514, Level 2 Bundoora: Building 202, Level 2 Or send detailed information regarding your case to student.rights@rmit.edu.au Or call 9925 5004 for any enquiries If required, an appointment will be made for you with a Student Rights Officer Has this leaflet been helpful? Join the Student Union and Join the fight to improve your rights!
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