Avenues for Complaints Resolution
There are two initial complaint resolution avenues available:
- Informal Complaints
- Formal complaints which are investigated by the University
Complaints can also at any time be taken to an external agency.
Informal Complaints
Many problems can be resolved informally and people with complaints (the complainant) are encouraged to begin by trying to resolve any complaint directly with the person/s concerned (the respondent). This may be the easiest way of resolving the issue. The complainant can explain to the person concerned why their behaviour, decision or actions were unfair, offensive or discriminatory. Through discussion the issues may become clear, and the problem can be addressed. Many complaints can be resolved at this level.
Refer to the policy for more information on informal complaints
Formal Complaints
If an informal complaint has not produced a satisfactory outcome, a formal complaint can be made. Formal complaints must be made in writing to the University Complaints Manager to ensure that the issues raised are clear and that all those who will be involved in the resolution of the complaint, including the subject of the complaint have a shared understanding of the complaint. The formal complaint must describe the decision, action or behaviour causing problems and state what action or outcome the complainant desires from the Complaints Resolution Process. A Complaints Officer can assist in drafting a formal complaint, if required.
Refer to the policy for more information on formal complaints
A Complaints Resolution Form is available to assist in writing the complaint.
The written complaint should be signed, dated and sent to the University Complaints Manager, Room SC3.05, Student Services Centre, The University of Newcastle, Callaghan NSW 2308.