Guide to making a general complaint (public)

You can make a complaint by following this step-by-step guide.

Step 1 – speak to staff

In our experience majority of complaints can be resolved informally by speaking with the staff member most directly involved or relevant to the issue.

We encourage you to try to resolve your complaint informally before lodging a formal complaint under step 2. If you lodge a formal complaint and have not attempted informal resolution, we may decline to consider your complaint and refer you back to this step.

Tips for successful informal resolution
  • Sometimes it may be better to raise your issue in writing, so that you can keep a record of the issues and give the staff member an opportunity to consider them before responding. You can do this by emailing the relevant staff member.
  • When making a complaint, you should describe what outcome you are seeking. What do you think the University or staff member needs to do to resolve your complaint?
Who is the staff member I should speak with to informally resolve my complaint?

If your complaint fits into certain categories, there may be certain staff you should contact in the first instance to informally resolve your complaint:

  • If your complaint relates to student accommodation on campus, please contact the Student Living team on (02) 4913 8888 or at studentliving@newcastle.edu.au or visit their website.
  • If your complaint relates to a University campus experience, such as security, parking, transport or needing help on campus, please contact Infrastructure and Facilities Services customer service team on (02) 4921 6500 or at 16500@newcastle.edu.au or visit their website.

If you are a future or past student, searching on ASKUON may also give guidance on the appropriate staff member to contact in the first instance.

Step 2 – lodge a complaint

If your attempts at resolving your complaint in step 1 have been unsuccessful (or are not appropriate), you may lodge a complaint here.

Once you lodge a complaint, the University’s Complaints and Compliance Officer will be in contact to advise you of the next steps.

When lodging a complaint please be aware of the following:

  • You should lodge your complaint within 12 months after the event you are complaining about. The University may choose not to consider complaints made outside this timeframe.
  • Staff members handling your complaint will treat you with respect and courtesy at all times.
  • You may withdraw your complaint at any time. However, the University may consider it appropriate to continue the complaint process anyway.
  • The Complaints and Compliance Officer will appoint an Assessment Officer to handle your complaint. If you are concerned about who your Assessment Officer will be, please let us know when you lodge your complaint.
  • Your complaint will be treated confidentially and only be shared on a need-to-know basis or if required by law. If you are complaining about someone’s behaviour, they may be told about your complaint and your identity so that they can respond to allegations made about them.

The processes followed by the University when handling your complaint are detailed in the Complaint Management Procedure. If you would like further information about these processes, you are encouraged to read this document.

Tips when lodging a complaint

The more information you provide when lodging a complaint, the quicker the staff member handling your complaint can decide what next steps to take.

Please provide as much information as possible, including:

  • Estimated dates of when the event relating to your complaint happened.
  • Any documents that support your complaint, including email exchanges.
  • Contact information of University staff members that may have further information about your complaint.
  • A description of how the complaint affected you and what resolution you are seeking.
What will happen once my complaint is lodged?

Once your complaint has been lodged, a staff member will assess your complaint and determine the next steps. Some of the next steps that could be taken are as follows:

  • Your complaint will be investigated to determine whether it is substantiated.
  • Action may be taken to address the complaint without an investigation.
  • Your complaint may be declined for consideration, for example if your complaint has already been assessed under a different University process or is related to an event occurring more than 12 months ago.
  • If your complaint is not within scope of this process, you will be directed to the relevant process or Business Unit, College or entity.

You will be updated on the progress of your complaint regularly.

Lodge your complaint

Here

Still need help?

Further detail of the complaints processes can be found in the Complaint Management Policy and the Complaint Management Procedure.

Alternatively, your questions may be answered in our Frequently Asked Questions.

If you have not been able to find the answer in  our Policy and Procedure and FAQs or require further assistance, please contact us.