Complaints Questionnaire

End of Questionnaire

If you are still unsure of what action to take, please phone the University Complaints Management Office for further advice.

The University Complaints Manager is responsible for:

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.

“A complaint is the informal or formal expression of a concern in regard to some aspect of the conduct of University operations, services, staff, students, or people associated with the university.”

“A formal complaint means a concern which has not been resolved informally, and which is then set out in writing, and forwarded to the University Complaints Manager.”

“An informal complaint means a concern, dissatisfaction, or frustration which can be resolved informally and without the need for further action.”

The University of Newcastle, Australia

Complaints Questionnaire

End of Questionnaire