Complaints Procedures
Content
Complaints Procedures
Category: Human Resources Legal 1. POLICY/LEGISLATION/ENTERPRISE AGREEMENT SUPPORTED Complaints Policy 2. IMPLEMENTATION PRINCIPLES 2.1. Not Applicable 3. PROCEDURAL DETAILS 3.1. Lodging a Complaint 3.1.1 A complaint shall be directed to the line manager responsible for the subject of the complaint. 3.2.2 A complaint about the Vice-Chancellor shall be sent directly to the Chancellor. 3.2.3 A person may lodge their complaint directly with the Professional Standards and Conduct Unit (PSCU) if they are unsure of who is the most appropriate line manager. The PSCU will process the complaint in accordance with this policy. 3.2.4 Any person may complain orally or in writing about any matter arising from the operations of Curtin University. 3.2.5 Complainants are personally responsible and liable for the content of their complaints. 3.2.6 A complaint made in accordance with this policy is a complaint about Curtin University, notwithstanding the naming of any staff member in a complaint. 3.2. Processing a Complaint 3.2.1 A complaint is to be directed to the line manager responsible for the subject of the complaint. 3.2.2 A complaint about the Vice-Chancellor is to be sent directly to the Chancellor. 3.2.3 The line manager is to write to the complainant within 30 working days of receipt of the complaint acknowledging the complaint and informing them of the legislation, employment instrument, policy or process that will be used to address the complaint. 3.2.4 The line manager must register the complaint with the Professional Standards and Conduct Unit. 3.2.5 The line manager shall address the complaint in accordance with the applicable legislation, employment instrument, policy or process. 3.2.6 If there is no legislation, employment instrument, policy or process that governs the subject matter of the complaint, the line manager is to follow the procedure at Annex A. 3.2.7 A manager must be mindful of managing the wider effects that a complaint may have on the workplace beyond its resolution. A manager must consider and may use conflict management strategies detailed in the Use and Management of Alternative Dispute Resolution procedures during and after a complaint. 3.2.8 The line manager and any other person involved in investigating or responding to a complaint are doing so on behalf of Curtin University.
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3.3. Complaints to External Bodies 3.3.1 A person may make a complaint to an external body or tribunal at any time. 3.3.2 The line manager may choose to suspend addressing the complaint until the external body or tribunal rules on the complaint, or the external complaint is directed back to Curtin for resolution. 3.4. Resolution of a Complaint 3.4.1 A complaint is resolved when the line manager exhausts the process contained in the relevant legislation, instrument, policy or process that governs the subject matter of the complaint. 3.4.2 A manager shall write to the complainant and all parties whose evidence or advice was sought in the course of resolving the complaint informing them that the complaint is resolved. They shall disclose as much information about the resolution as privacy and confidentiality of affected parties allow. 3.5. Anonymous Complaints 3.5.1 An anonymous complaint is to be addressed in accordance with this policy with the exception that there is no requirement to identify or notify the complainant. 3.5.2 A complaint is to be addressed in the form in which it is received. It cannot have any personal information modified or removed to protect the identity of the complainant unless it is made in accordance with the Public Interest Disclosure Act. 3.6. Vexatious Complaints 3.6.1 A line manager or Executive Manager may deem a complaint to be vexatious. 3.6.2 A vexatious complaint is one that, in the opinion of the relevant manager, is not made in good faith or is made with the intention of being mischievous. 3.6.3 The line manager will inform the complainant that they have deemed the complaint to be vexatious and will therefore not be processing it further. 3.6.4 The complainant may lodge a complaint in accordance with this policy about the line manager’s decision within 30 working days of the date of the notification from the line manager. 4. RESPONSIBILITIES 4.1 These management positions are responsible for implementation and compliance monitoring of the policy in their work areas: Executive Managers Line Managers
5. SCOPE OF PROCEDURES This policy applies to all staff 6. DEFINITIONS Complaint An expression of dissatisfaction with Curtin policies, procedures, decisions, omissions, quality of service or staff behaviour. Complainant A person who has made a complaint.
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Resolution A matter has been resolved to the University’s satisfaction. Respondent The person responsible for a decision, act or omission about which a complaint is made. 7. SCHEDULES Nil 8. RELATED DOCUMENTS/LINKS/FORMS Curtin Values Code of Conduct Annexe A - Complaint Assessment Guide Use and Management of Alternative Dispute Resolution Procedures
Policy Manager
Vice President, Corporate Relations and Development Director, Professional Standards and Conduct Unit
Contact
Tel: 9266 9165 Fax: 9266 7930
Approval Authority Review Date
Vice President, Corporate Relations and Development 1 June 2015
REVISION HISTORY
Revision / Ref. No. Approved/ Amended/ Rescinded Approved Date Committee / Board / Executive Manager Vice President, Corporate Relations and Development Resolution Document Reference Conditional upon PMC approving the Complaints Policy at its 26 June 2012 meeting, effective 26 June 2012
New
22/06/2012
EM1209
3
Category: Human Resources Legal 1. POLICY/LEGISLATION/ENTERPRISE AGREEMENT SUPPORTED Complaints Policy 2. IMPLEMENTATION PRINCIPLES 2.1. Not Applicable 3. PROCEDURAL DETAILS 3.1. Lodging a Complaint 3.1.1 A complaint shall be directed to the line manager responsible for the subject of the complaint. 3.2.2 A complaint about the Vice-Chancellor shall be sent directly to the Chancellor. 3.2.3 A person may lodge their complaint directly with the Professional Standards and Conduct Unit (PSCU) if they are unsure of who is the most appropriate line manager. The PSCU will process the complaint in accordance with this policy. 3.2.4 Any person may complain orally or in writing about any matter arising from the operations of Curtin University. 3.2.5 Complainants are personally responsible and liable for the content of their complaints. 3.2.6 A complaint made in accordance with this policy is a complaint about Curtin University, notwithstanding the naming of any staff member in a complaint. 3.2. Processing a Complaint 3.2.1 A complaint is to be directed to the line manager responsible for the subject of the complaint. 3.2.2 A complaint about the Vice-Chancellor is to be sent directly to the Chancellor. 3.2.3 The line manager is to write to the complainant within 30 working days of receipt of the complaint acknowledging the complaint and informing them of the legislation, employment instrument, policy or process that will be used to address the complaint. 3.2.4 The line manager must register the complaint with the Professional Standards and Conduct Unit. 3.2.5 The line manager shall address the complaint in accordance with the applicable legislation, employment instrument, policy or process. 3.2.6 If there is no legislation, employment instrument, policy or process that governs the subject matter of the complaint, the line manager is to follow the procedure at Annex A. 3.2.7 A manager must be mindful of managing the wider effects that a complaint may have on the workplace beyond its resolution. A manager must consider and may use conflict management strategies detailed in the Use and Management of Alternative Dispute Resolution procedures during and after a complaint. 3.2.8 The line manager and any other person involved in investigating or responding to a complaint are doing so on behalf of Curtin University.
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3.3. Complaints to External Bodies 3.3.1 A person may make a complaint to an external body or tribunal at any time. 3.3.2 The line manager may choose to suspend addressing the complaint until the external body or tribunal rules on the complaint, or the external complaint is directed back to Curtin for resolution. 3.4. Resolution of a Complaint 3.4.1 A complaint is resolved when the line manager exhausts the process contained in the relevant legislation, instrument, policy or process that governs the subject matter of the complaint. 3.4.2 A manager shall write to the complainant and all parties whose evidence or advice was sought in the course of resolving the complaint informing them that the complaint is resolved. They shall disclose as much information about the resolution as privacy and confidentiality of affected parties allow. 3.5. Anonymous Complaints 3.5.1 An anonymous complaint is to be addressed in accordance with this policy with the exception that there is no requirement to identify or notify the complainant. 3.5.2 A complaint is to be addressed in the form in which it is received. It cannot have any personal information modified or removed to protect the identity of the complainant unless it is made in accordance with the Public Interest Disclosure Act. 3.6. Vexatious Complaints 3.6.1 A line manager or Executive Manager may deem a complaint to be vexatious. 3.6.2 A vexatious complaint is one that, in the opinion of the relevant manager, is not made in good faith or is made with the intention of being mischievous. 3.6.3 The line manager will inform the complainant that they have deemed the complaint to be vexatious and will therefore not be processing it further. 3.6.4 The complainant may lodge a complaint in accordance with this policy about the line manager’s decision within 30 working days of the date of the notification from the line manager. 4. RESPONSIBILITIES 4.1 These management positions are responsible for implementation and compliance monitoring of the policy in their work areas: Executive Managers Line Managers
5. SCOPE OF PROCEDURES This policy applies to all staff 6. DEFINITIONS Complaint An expression of dissatisfaction with Curtin policies, procedures, decisions, omissions, quality of service or staff behaviour. Complainant A person who has made a complaint.
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Resolution A matter has been resolved to the University’s satisfaction. Respondent The person responsible for a decision, act or omission about which a complaint is made. 7. SCHEDULES Nil 8. RELATED DOCUMENTS/LINKS/FORMS Curtin Values Code of Conduct Annexe A - Complaint Assessment Guide Use and Management of Alternative Dispute Resolution Procedures
Policy Manager
Vice President, Corporate Relations and Development Director, Professional Standards and Conduct Unit
Contact
Tel: 9266 9165 Fax: 9266 7930
Approval Authority Review Date
Vice President, Corporate Relations and Development 1 June 2015
REVISION HISTORY
Revision / Ref. No. Approved/ Amended/ Rescinded Approved Date Committee / Board / Executive Manager Vice President, Corporate Relations and Development Resolution Document Reference Conditional upon PMC approving the Complaints Policy at its 26 June 2012 meeting, effective 26 June 2012
New
22/06/2012
EM1209
3
