Compliments and Complaints

Rotary Youth Exchange Victoria is a Student Exchange Organisation (SEO) approved and quality assured in Victoria by the Victorian Registration and Qualifications Authority (VRQA).

We welcome and invite your feedback on what we do, both positive or critical – to help us constantly improve the quality of the Rotary Youth Exchange Program, this benefits all participating parties. You can do this by either completing the relevant online feedback form or by contacting us at hello@rotaryyouthexchangevictoria.org.au

The registering authority, the VRQA may be contacted by email at: vrqa.student.exchange@education.vic.gov.au

Give a compliment

To tell us about something we’ve done well you can submit a compliment by:

  • Using the online compliment form

  • Please provide as much detail as you can and what event or individual you would like to be complimentary about so as we can pass on your compliment.

Make a complaint

To make a complaint you can do this by:

  • Using the online complaint form

  • Please provide as much detail as you can about your complaint. This will be referred to the relevant Rotary district youth exchange personnel.

An individual Rotary youth exchange involves many people not limited to the student, the host family, the school and various individuals including members of Rotary both in the host country and the home country. The policy of Rotary International and local legislation require participating Rotary districts and clubs to provide a duty of care for all participants.

For students currently on exchange the procedure to manage and resolve any disputes between any of the participants there is a Issues and Problem Resolution Flowchart, which allows for a structured approach to best resolve all disputes at the local level in the first instance. The most serious problems are managed in consultation with both the host and home district’s youth exchange personnel.

All complaints are treated with an appropriate level of confidentiality. Complaints will be dealt with adopting the following principles:

Who can submit a complaint?

  • A wide range of people may submit a complaint. These are:

  • A returned exchange student or a natural parent/legal guardian of a returned exchange student

  • An official representative of an Australian school

  • A former volunteer host family

  • Anyone else who has had a direct involvement in an activity of the exchange student

When can a complaint be submitted?

It is necessary to limit the period within which a complaint may be submitted in order to facilitate the thorough investigation and timely resolution of complaints. The following limitation periods apply:

  • Returned exchange student or a natural parent/legal guardian of a returned exchange student: complaints to be submitted within four weeks of the program end date

  • Official representative of an Australian school: complaints to be submitted within four weeks of the program end date, or, if the program end date is not known, within eight weeks of the first incident giving rise to the complaint

  • Former volunteer host family: complaints to be submitted within four weeks of the program end date, or, if the program end date is not known, within eight weeks of the first incident giving rise to the complaint

  • Anyone else who has had a direct involvement in an activity of the exchange student

Complaints Management Principles

  • We will ensure complainants understand how resolution will be sought

  • Formal complaints will be recorded and acknowledged, and their progress documented

  • An appropriate response will be provided as soon as possible and will be communicated to the complainant

  • Volunteers and others will deal with the issue and with appropriate skills and experience and independence

  • Privacy and confidentiality will be maintained to the greatest extent possible