People who are not staff or students of the University can approach the University Complaints Manager to make an informal (or formal) complaint, if the situation has arisen in the course of their dealings with the University.
Responsibilities of University Complaints Manager
- overall management and monitoring of complaints handling within the University;
- ensuring the prompt resolution of complaints;
- providing independent and impartial advice and assistance to managers or supervisors who have received and are handling a complaint;
- providing independent, impartial and confidential information to complainants about the procedure for dealing with complaints including listening to the issues and helping the person clarify the facts;
- identifying and investigating systemic issues arising from complaints and recommending organisational improvements;
- identifying the training needs of staff handling complaints;
- providing advice to the Senior Executive Group via the Deputy Vice Chancellor (Services) on any action the University needs to take to protect or improve the integrity of policies or procedures;
- providing regular reports to the Deputy Vice Chancellor (Services) on the number, type and nature of complaints received, and through the Deputy Vice-Chancellor (Services), an bi-annual report to Council, through the University's Planning and Performance Committee.
Can you resolve your complaint informally by speaking or writing to the person or group whose actions have given rise to the complaint?