Do you have a complaint? Don't know where to go?
Do you have a problem or complaint? Are you confused about where to seek advice about your complaint? The complaints questionnaire may help to answer your questions.
The purpose of the complaints process is to enable complaints to be resolved quickly, in the best way and at the local level where possible. The University encourages an organisational culture that responds to complaints in an open and constructive manner, and in accordance with principles of procedural fairness.
Procedural fairness or natural justice means the principles of administrative law which will be afforded to all parties in the management of a complaint, and involves all of the following elements:
- ensuring that all parties to a complaint know what to expect during the complaint handling process;
- carrying out the complaint handling process in a transparent manner;
- providing all parties with equal opportunity to participate in the process;
- treating all parties in a respectful manner;
- protecting all parties from retaliation, victimisation, adverse impacts or vexatious claims;
- providing reasons for decisions made.
Please note that the objective of a resolution under the complaints process is to assure a fair process, but not necessarily a specific outcome. The effectiveness of this policy relies upon the cooperation of all parties to a complaint.
Are you a student or staff member of the University and is your complaint informal or formal?