Making a Complaint
There are University policies for handling grievances/complaints about any type of University-related problem that may be causing a staff member, student or a member of the public distress. The range of policies and procedures covers workplace employment and environment, staff and student conduct, and academic rules for teaching, learning and assessment.
The University follows a practice of empowering staff and their supervisors to resolve issues locally where possible, and as quickly and efficiently as possible. If you have a complaint, the information below provides a general guide to what is required, and more detailed information is provided by the links at the bottom of this page.
STEP 1
You need to be clear on what you are complaining about. In some cases, this will be very obvious – a particular incident or action, the application of a University policy, the outcome of University procedure, or perhaps the lack of procedure. In other cases, you may feel generally aggrieved about a succession of events or incidents over time. In either case, you need to be clear about what exactly constitutes your grievance.
STEP 2
Once you are clear about what the issue is, you also need to be clear about which University policy or rule has been breached. The University policy or rule provides the framework, or context, in which you are raising the issue and against which the merit of your grievance will be determined.
STEP 3
Once you have established what your complaint entails you need to decide how you want to deal with it. There are two ways of proceeding;
1) You may wish to attempt to resolve the issue by face-to-face discussion, negotiation or mediation, or through grievance mediation
2) You may wish to make a formal complaint.
STEP 4
If you believe the issue can be resolved by discussion, negotiation or mediation, you should then raise the matter with the appropriate University officer. This will generally be the manager of the area where the incident occurred or the decision was made. The manager can organise for the matter to be discussed with the relevant parties so a resolution can be negotiated. If the matter cannot be resolved in this fashion, then you can ask for grievance mediation to occur.
STEP 5
If discussion, negotiation or grievance mediation fails to produce a resolution, then the matter may have to proceed to formal complaint. This means:
1) You will need to provide a signed, written statement of complaint, describing what you are complaining about, and listing any evidence you have to support your complaint.
2) Usually you will not be able to proceed anonymously
3) Your name, as the complainant, and the substance of the complaint will made available to the person(s) you have complained about, as per the Principles of Natural Justice
If you decide to proceed with a complaint you will need to lodge a written statement of complaint with the appropriate University Officer. Who this will be will depend on the nature of the complaint, who you are complaining about and policy framework under which you are complaining. Usually the statement of complaint would be lodged with the manager of the unit in which the decision was made or the incident occurred, and where this person has sufficient authority to conduct an investigation, or appoint an investigating officer.
STEP 6
Once a statement of complaint has been received, the manager of the relevant unit will conduct an investigation, or appoint an investigating officer, and then make a determination. This determination will be communicated to you, as the complainant, and to the person(s) complained about.
STEP 7
If either party believes that the determination does not have merit, they may appeal. At this time the matter will be referred to the designated appeals process.
STEP 8
If, after appeal you believe the issue is not resolved, you have the right to take the matter to an external appeals agency.
Seeking Resolution
The aim of any complaints or grievance process is to achieve resolution. The complaints process should not be used to facilitate an escalation of interpersonal conflict, nor as a means to create difficulties for an individual or work unit. The following principles need to be observed
• Good faith – the assumption that everybody involved in the resolution of a grievance or complaint will act to ensure the best outcome.
• Confidentiality – everyone involved in a complaint or grievance is bound by considerations of confidentiality.