Principles in Complaints Resolution

The existence of the Complaints Resolution Policy does not remove a supervisor's obligation to take all reasonable steps to identify and address, as part of their usual responsibilities, practices which may lead to a complaint.

People with a complaint are encouraged to try to resolve complaints at their source or at the lowest level of management necessary for resolution.

The principles of natural justice and procedural fairness apply to the resolution of complaints.

Confidentiality will be respected at all times within the constraints of the need to fully investigate the complaint.

A person raising a complaint is responsible for participating in the process in good faith, for clearly identifying the issues of the complaint, and to provide all relevant information in support of the complaint at the beginning of the process.

A person who raises a complaint in good faith will be protected from detrimental action, including victimisation or unfair treatment, to whatever reasonable level necessary.

Complaints will be dealt with promptly.

A formal complaint should normally be lodged within one (1) year of the incident occurring.

The Complaints Resolution Policy does not limit the right of any person to use other available agencies and processes, such as the Anti-Discrimination Board, the Ombudsman, or legal process. However, where the complaint is referred to an external agency the University may cease the internal process.

A person raising a complaint should advise the University Complaints Manager if the matter is being pursued through alternative/external avenues.