In Session 2, 2015 a project co-sponsored by Deidre Anderson, Deputy Vice-Chancellor (Students and Registrar) and Nicole Gower, Director of Human Resources, delivered a Complaint Management Procedure for Students and Members of the Public. This project also delivered a Complaint Management Portal and Online Complaint Form.
As the next step, a team drawn from Governance Services, Human Resources and Student Advocacy and Support has been working on a series of resources, so staff managing complaints have the right sort of training and support to navigate their way through the sometimes complex field of complaint management.
The resources include a short online training video, which features an introduction by the Vice-Chancellor developed in conjunction with Nina Harding. Nina is a professional mediator, facilitator and law lecturer at several universities. Using practical examples, the video demonstrates key steps for responding to complaints. Accompanying the video is a discussion guide for teams to use, and a checklist to remind staff of the steps to consider when dealing with a complaint.
“Effectively managing complaints from our students and community is critical to Macquarie achieving its purpose of being a University of service and engagement,” said Deidre. “These training resources will provide teams and individuals who deal in front line management with the skills to respond to complaints in a timely and professional manner.”
Staff are encouraged to watch the video and use the resources, to learn about how to manage complaints, or to brush up on their existing skills.