Formal Complaint Resolution Processes
If a complainant has been unable to resolve their issue or concern at the local level, they may consider escalating it to a formal complaint. However, before engaging in the formal complaint process the complainant is required to review the Complaint Management Procedure to understand the process, and its limitations.
Preparation is essential for the timely and efficient assessment of the issue or concern. Before engaging in a formal complaint process complainants are required to:
- identify the relevant facts that relate to their issue or concern;
- collect all supporting documentation; and
- determine a reasonable resolution or remedy to their issue or concern.
For assistance in understanding the process, please contact your support area.
Appeal
A complainant may appeal a formal complaint process in which they were involved. Appeals may be considered, within the appeal period, on the following grounds:
- denial of procedural fairness; or
- additional substantial information becomes available to the complainant.
The appeal process is detailed in the Complaint Management Procedure. Complainants are required to read this prior to submitting their appeal.
To submit an appeal of a formal complaint or grievance the complainant is required to send a detailed email to complaints@newcastle.edu.au.
For assistance in the appeal process, please contact your support area.
External Review
A complainant who is unsatisfied with a formal complaint or appeal process may wish to submit their issue or concern to an external agency, including the NSW Ombudsman. For further detail about the relevant external agencies, go to the External Agency page.
If a complainant initiates an external review and the University is still assessing the issue or concern, the University will cease the formal complaint or appeal process.
FAQ's
Please send you feedback to complaints@newcastle.edu.au with the subject of ‘feedback’.
If your formal complaint has not been acknowledged after 5 working days, as detailed in the Complaints Management Procedure, please email complaints@newastle.edu.au.
Privacy
The University of Newcastle (UON) is committed to protecting and maintaining the privacy of your personal and/or health information provided in a formal complaint or grievance process. Further information on privacy at UON can be found in the University's Privacy Management Plan and on the University's privacy site. If you have any further questions with regard to your privacy, this notice or the University’s compliance with privacy laws, please contact the University's Privacy Office at privacy@newcastle.edu.au.
The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas: Awabakal, Darkinjung, Biripai, Worimi, Wonnarua, and Eora Nations. We also pay respect to the wisdom of our Elders past and present.