Frequently Asked Questions

• If a complainant feels uncomfortable raising a complaint with their supervisor, what options are available?
• If a complainant is not satisfied with the outcome of the complaint process, can they appeal?
• If a complainant lodges a formal complaint will any notes go onto their personal file?
• In a complaint process, is a complainant's supervisor likely to be involved?
• In a complaint process, what are the implications of a "serious complaint"?
• What if the police are involved in the complaints resolution process?
• When does a complaint become formal?

If a complainant feels uncomfortable raising a complaint with their supervisor, what options are available?

The complainant may approach another senior staff member, including their supervisor's manager. Alternatively, they may choose to approach a Complaints Officer, staff in the Complaints Management office, Human Resource Services or the Equity & Diversity Unit.

If a complainant is not satisfied with the outcome of the complaint process, can they appeal?

If a person making a complaint, or a person who is the subject of a complaint, believes that the complaint has not been resolved in a reasonable timeframe, or if the process has been defective, then they can lodge an appeal as described in the Complaints Resolution policy.

If a complainant lodges a formal complaint will any notes go onto their personal file?

No notation will be made on a personal file regarding the complaint itself. If a formal complaint results in a disciplinary investigation then there may be reference to this on a personal file. This is covered under disciplinary guidelines.

In a complaint process, is a complainant's supervisor likely to be involved?

Complainants are encouraged to resolve complaints at the source, and at the lowest level of management necessary, therefore in most cases the supervisor would be seen as an integral part of the informal complaints process. The supervisor should also be in a position to instigate organisational change where it is deemed necessary.

In a complaint process, what are the implications of a "serious complaint"?

A complainant might decide to talk to their supervisor or another appropriate staff member in confidence about a perceived complaint, and tell them they don't wish to pursue the matter further. However, if the supervisor or colleague considers the matter to be so serious that someone's health, safety or well being is at risk, or that the behaviour is possibly unlawful, they should state that they will have to report the matter directly to the University Complaints Manager, even if it is contrary to the staff member's wishes. (An example might be serious sexual harassment/assault.) This action is important because a legal responsibility requires the University to take such action and prevent any such risk to the health, welfare and safety of staff members.

What if the police are involved in the complaints resolution process?

A complainant has the right to go to the police if criminal behaviour occurs. In some circumstances, the University may decide to involve the police. In all cases, if the police are involved, and they decide not to pursue a criminal case, the Complaint Resolution Process may still be used to address the problem at the workplace level.

When does a complaint become formal?

A formal complaint should be made if an informal complaint has not been resolved, or the issue relates to potentially unlawful behaviour, or may result in disciplinary action, or where the facts are in dispute. A formal complaint must be in writing.