Grapevine Complaint Management System

The University is committed to ensure that all staff and student complaints are handled in a way that facilitates and promotes a culture that values complaints and their effective resolution and addresses staff and student confidence about making a complaint.

To ensure that complaints are captured and responded to in a timely manner, we now offer a consistent process for staff and students to lodge anonymous complaints 24/7 via the Grapevine service which is owned by an external organisation, Wise Workplace Investigations Pty Ltd.

The current student grievance processes can be accessed here.

Grapevine is an external, independent and confidential service providing you with a safe environment for anonymous reporting of grievances. Grapevine service platform offers expert technical advice, guidance and support throughout the disclosure reporting process.

Reports can be made online via the Grapevine portal https://une.grapevineonline.com.au or by secure post.

The online portal offers reporters to:

  • make an online anonymous report 24/7
  • resume a saved draft report
  • follow up the status of a report
  • ongoing secure anonymous communication

Reports can also be made in writing and sent to a secure mail box: PO Box 119, Carlton South, VIC, 3053.

The types of complaints and/or grievances that can be reported via Grapevine includes:

  • Harassment
  • Bullying
  • Discrimination
  • Misconduct and serious misconduct
  • WHS Incidents

Reporting Process

Disclosure Reported

Steps to disclose report

  • Staff/Student submit report online or hardcopy
  • Upload supporting evidence and material to the disclosure through the online platform or provide in hardcopy
  • Ability to remain anonymous or provide contact details
  • Receive unique reference number to view the status of the disclosure process
  • Ability to save and return to a saved draft report to add information and/or amend the disclosure report
Report dispatched to UNE's nominated officers

Steps undertaken when report received

  • All reports are quality reviewed by Grapevine legal representative experts
  • Nominated officers notified immediately of any/all high risk disclosures
  • Password protected briefing report uploaded to the online dashboard with 24 hours of receipt of disclosure
  • Email notification generated to nominated officers to view the dashboard
  • SMS password to view briefing report sent to nominated officers
Initial action by Grapevine representatives
  • Report is triaged by Grapevine legal representative experts
  • Case file, report and following actions available to nominated officers online
  • Critical briefing reports provided to nominated officers within 24 hours of disclosure
Follow up actions by Grapevine representatives
  • Grapevine legal representative experts handle reports and disclosures according to UNE policy
  • Proof of hotspot identification provided to nominated officers
  • Updates and outcomes are available online to anonymous reporters
  • Nominated officers see regular updates online through dashboard access

Frequently Asked Questions

What platform is used for the Grapevine Online Service?

Grapevine Online is a secure, custom built, self-hosted solution built by Wise Workplace.

How is the personal data stored?

Personal data is stored on encrypted servers located in a secure data centre in Australia.

How long is it retained and destroyed?

Currently reports are stored for 7 years unless otherwise legally required or requested by the client.

How is the data secured?

Data is secured using a variety of security measures to protect against loss, misuse and alteration.

  • Grapevine Online is protected using state of the art firewall and IP restriction rules to keep the system safe from unauthorised access;
  • Grapevine Online uses systems to lockout and prevent brute-force attacks;
  • Grapevine Online is fully protected with end-to-end encryption that ensures that all data in transit is protected and encrypted with HTTPS protocol;
  • Data stored on Grapevine Online servers is fully encrypted using commercial grade encryption techniques;
  • Access to the Grapevine Online is protected with Two-Factor Authentication (2FA) to prevent unauthorised access to user accounts (for nominated officers only);
  • Access to Grapevine Online is given through the provision of a unique user account and a complex password (for nominated officers only);
  • Access to personal data is protected by roles and permissions within Grapevine Online system. Users can only access data on a need-to-know basis (for nominated officers only).
 Uploads

File uploads are a feature that is available to a reporter to provide information and evidence with their disclosure, including photographs, emails, documents, sound recordings, videos etc.

The uploaded files have the same security as any other data i.e. encrypted storage, encrypted transmission and access will be controlled by username, password, roles and permissions. All data including attachments are protected using the following security measures:

  • Grapevine Online is fully protected with end-to-end encryption that ensures that all data in transit is protected and encrypted with HTTPS protocol;
  • Data stored on Grapevine Online servers is fully encrypted using commercial grade encryption techniques;
  • Access to the Grapevine Online is protected with Two-Factor Authentication (2FA) to prevent unauthorised access to user accounts (for nominated officers only);
  • Access to Grapevine Online is given through the provision of a unique user account and a complex password (for nominated officers only);
  • Access to personal data is protected by roles and permissions within Grapevine Online system. Users can only access data on a need-to-know basis (for nominated officers only).
Do I need a login to submit a report?

No. A staff member or student making a disclosure can remain anonymous and does not require authentication to submit a disclosure. You can access the reporting platform via https://une.grapevineonline.com.au

How will I know that my disclosure has been submitted?

A reference number will be provided to you upon submission of your report. You will be required to retain your reference number as this is the only occasion that number will appear. You can do this by saving a screenshot or writing this down for future reference. You will also receive the details of an email address enquiries@whistleblowerhotline.com.au and a contact number 1300 856 264 should you have an enquiry about a submitted report.

Who will see the submitted report?

The disclosure report is only viewable by Grapevine representatives. A briefing report will be provided to UNE's nominated officers.

What information does a nominated officer see?

Nominated officers have the authority to view briefing reports and the Grapevine dashboard. Everything is disclosed to the nominated officers including:

-your identity if you have elected to identify yourself;

- the identity of any and all persons named in the disclosure

- any and all evidence that has been provided as part of the disclosure in accordance with permissions for allowing disclosure of identity

Do I need to provide my personal details?

No, you can remain anonymous or choose to provide your contact details. You should be aware that if you opt to remain anonymous, this may impact on UNE's ability to investigate the complaint.

What happens to my report when I send it to the secure mailbox?

The disclosure information is entered into the Grapevine platform system within 24 hours of receipt of the disclosure by a Grapevine representative. Upon entering into the system, your report is triaged by a Grapevine legal representative and a briefing report is uploaded to the platform for viewing by UNE's nominated officers.

When will UNE be notified that a briefing report has been uploaded?

UNE's nominated officers are notified when a briefing report has been uploaded within 24 hours.