Complaints Questionnaire

Formal Complaint

If your complaint can not be resolved informally then a Complaints Officer will ask you to put a formal complaint in writing or will notify the formal complaint to the University Complaints Manager or their nominee.

You can choose to use the Complaint Resolution Form or to submit your formal complaint via email or letter. It is important that you clearly set out the details of the complaint, including the background, the grounds of the complaint, the facts relied upon (the evidence), and the redress sought and submit it to the University Complaints Management Office together with all supporting documentation. All the information in support of the complaint should be provided at the beginning of the process.

On receipt of your complaint, the University Complaints Management Office will register your complaint and acknowledge it’s receipt within 3 working days. The University Complaints Manager will consult with you and other parties if they need to clarify the issues you have raised. Complainants and respondents have the following responsibilities:

Complainants are responsible for:

• providing a clear and honest account of their concerns and their expectations for the outcome of their complaint;
• providing all relevant information and documents to assist in the investigation and/or resolution of the matter at the beginning of the process;
• engaging openly and in good faith in the complaint handling process, including participating in discussion with other parties to resolve the concerns;
• responding to University requests for information in a timely manner;
• you should also advise the Complaints Office promptly of relevant developments or if you no longer wish to proceed with the complaint.

Respondents are responsible for:

• providing a clear and honest account of their concerns and their expectations for the outcome of the complaint, including providing all relevant information and documents to assist in the investigation and/or resolution of the matter;
• engaging openly and in good faith in the complaint handling process, including participating in discussion with other parties to resolve the concerns;
• responding to University requests for information in a timely manner;
• respecting the rights of those individuals involved in the complaint handling process.

End of questionnaire

Please return to our web page if you would like additional information regarding complaints.