Guide to making a general complaint (staff)

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

Step 1 – try to resolve issue yourself

The best way to resolve your complaint swiftly and efficiently is by trying to resolve the issue yourself. You can do this by speaking directly with the person who is the subject of your complaint (if any) and explaining to them the issue, how you are being impacted and how it could be resolved.

We understand that resolving your issue in this way might not be appropriate in some circumstances, for example you may not feel comfortable speaking with the person concerned or your complaint may not relate to another person’s behaviour. If you feel self-resolution is inappropriate, please proceed to step 2.

Step 2 – speak to supervisor

In our experience the majority of complaints can be resolved informally by speaking with your supervisor (or if they are the subject of the complaint, your next most senior manager). Your supervisor will consider how best to manage your complaint in the circumstances.

We encourage you to try to resolve your complaint informally before lodging a formal complaint under step 3. 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.

If you need assistance with this process, we recommend contacting your HR business partner for support.

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?
When can I skip step 2?

It may be appropriate not to attempt informal resolution if either or both of the following apply:

  • You are uncomfortable raising your issue with the relevant staff member or your supervisor, and you are not aware of another appropriate staff member you could raise it with (for example, a course coordinator or program advisor).
  • The issue is serious or complex. You should make your own assessment about this. To give you an idea, we often consider these types of issues to be serious or complex:
    • Corrupt behaviour
    • Any sustained or systematic breach of a University policy or procedure
    • Where there are many people making a joint complaint
    • Where there are several issues within a single complaint
    • Where you have suffered significant distress or stress

In these cases, you can go to step 3 and lodge a formal complaint

Step 3 – lodge a complaint

If your attempts at resolving your complaint in steps 1 and 2 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.
  • You will not be penalised or disadvantaged for making a complaint.
  • 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, 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 your HR business partner or the Complaints team.