Last year a project began to review the University’s complaint management process. Now, following months of collaborative work, the Research Office, Human Resources, the General Counsel’s Office, Governance Services, Digital Marketing and Campus Wellbeing are proud to launch a new Complaint Management Framework for students and members of the public.
“The new system strengthens the University’s commitment to providing an environment in which complaints are responded to promptly and with minimum distress and maximum protection to all parties,” said Deidre Anderson Deputy Vice-Chancellor (Students and Registrar).
Zoe Williams, Head of Governance Services explains the framework provides staff with a structured process of informal and formal complaint resolution and includes an online form to facilitate the submission of formal complaints.
“A key feature of the framework is an online portal to assist complainants to identify and navigate the various processes for managing complaints,” said Zoe.
Zoe explains the online portal incorporates areas of research integrity, public interest, disclosures, threatening behaviour and student conduct.
In the coming weeks, information sessions and training will be available to support staff to respond to complaints. An online training module is also in development to be delivered to current staff and included in staff induction.
Read the new Procedure