Complaint Management

Complaint Resolution

Are you a line manager seeking information regarding resolving complaints? View available resources on the Staff portal.

Curtin’s complaint resolution framework comprises of:

The online Complaints Portal
Electronic Complaint Management System.
麻豆直播’s Complaints Procedure
A comprehensive set of guidelines, protocols and other documentation to assist all parties in the effective resolution of complaints.

This framework is used to resolve complaints made against 麻豆直播, its operations or staff at the most appropriate level and at the earliest available opportunity.

General Information on Complaint Resolution

Curtin’s Complaints Management Procedure

The Complaints Management Procedure sets out how the University deals with complaints relating to:

The conduct of the University, its Employees and community members including Council members, adjunct, conjoint or honorary appointees of the University, consultants, contractors or service providers of the University, holders of office in the University’s entities, members of the University’s Committees, members of the Boards of the University’s Foundations.
How Students can commence a process for the University to deal with a complaint.
How members of the public or other persons can commence a process for the University to deal with a complaint.

颁濒颈肠办听 to view the Complaints Management Procedure. Compliance with these procedures is mandatory for Curtin staff.

Statement of Expectations and Obligations

颁濒颈肠办听 to view a detailed statement which outlines 麻豆直播’s expectations and the obligations of the three main parties to a complaint during the complaint resolution process:

Complainant i.e. the party making a complaint.
Respondent i.e. the party alleged to be responsible for the action, behaviour, decision or omission that forms the subject of the complaint; and
Decision Maker/Line Manager i.e. the party assigned responsibility for resolving the complaint during the complaint resolution process.

The Role of the Integrity Standards Unit

The ISU provides a central point to refer Complaints and oversee management of a Complaint under this Procedure. This will typically involve:

Receiving the Complaint and conducting an initial assessment to determine if the Complaint falls within the scope of this Procedure;
Assigning the Complaint to a suitable Decision Maker;
Providing information and support about the management of the Complaint to relevant persons, including the Complainant, the Decision Maker and the Respondent;
Monitoring the management of the Complaint in line with the requirements and principles set out in this Procedure;
Reporting misconduct, to the relevant regulatory and oversight agencies in accordance with legal requirements; and
Liaising with the Decision Maker to finalise and close the Complaint.

What happens when a complaint is submitted?

For complainants, this is what happens when your complaint is submitted through the Complaints Portal.

Complaint Submission & Triage

Submission

Upon successfully submitting your complaint via the portal, the portal will provide you with a complaint ID (e.g. 20180020) and a short time later, an email confirming your submission. An example is included .

Please use this complaint ID for all correspondence and communications in relation to your complaint. When communicating with the ISU via email, please place your complaint ID in the subject line and send it to ISU-CaseManagement@curtin.edu.au.

Triage

The ISU will then triage the complaint and look for the most appropriate and time-sensitive avenue for resolution including assigning the appropriate Decision Maker. This period may also involve making contact with the complainant for further information.

Triage and allocation to Decision Maker occurs within 7 days of the ISU receiving a complaint.

Note

If a complaint was made anonymously, no such confirmation email can be sent, and the ISU will be unable to communicate with an anonymous complainant.

Allocation to a Decision Maker & Line Manager

A Decision Maker will generally be the line manager of the respondent. The ISU听may look to re-assign complaints to a different line manager where a conflict of interest or other issue arises.

Once a Decision Maker acknowledges receiving your complaint from the ISU, you will automatically receive an email acknowledging assignment of the complaint to them. An example is included 听The Decision Maker is expected to accept and acknowledge your complaint within five (5) working days.

A Decision Maker will review and take measures which they consider reasonably and appropriate in the circumstances to address and deal with the complaint. This may involve one or more of the following actions:

Completing a preliminary inquiry also known as a fact-finding inquiry;
Investigating the complaint in its entirety.
Encouraging self-resolution of the complaint
Referring the complaint (in whole or in part)
Suspending the complaint
Following consultations with the ISU, cease dealing with the complaint or the complainant.

Note

Where a complaint has been accepted as Feedback only, complainants will receive an acknowledgment from the relevant line manager. The matter will then be closed.

Complaint Resolution

Once a complaint has been investigated by the Decision Maker and a decision made, all parties will be informed of the outcome subject to confidentiality and privacy considerations.

In cases where a student is the complainant, within 10 working days of the University concluding its enquiries, a student will be informed of the following:

The outcome of the complaint.
The reasons for the outcome: and
Any further avenues of review available to the Student by an external agency and their contact details.

End-to-end complaint resolution flowcharts

High level flowcharts which describe the end-to-end manual steps for resolving complaints (including staff and research misconduct) are included below.

High level complaint handling process

罢丑颈蝉听听outlines the high level end-to-end manual steps involved in lodging, assessing, assigning, resolving and closing a complaint e.g. student grievances, staff misconduct notifications, research misconduct and negative feedback.

Staff misconduct (under Staff Agreement) – Part A

罢丑颈蝉听听outlines the specific manual steps to be followed when a complaint alleges staff misconduct under the current Staff Agreement (Part A).

NOTE:听The Staff Agreement referred to here is the Academic, Professional and General Staff Agreement 2017-2021, which is effective from 20 June 2018.

Staff misconduct (under Staff Agreement) – Part B

This听听outlines the specific manual steps to be followed when a complaint alleges staff misconduct under the current Staff Agreement (Part B).

NOTE: The Staff Agreement referred to here is the Academic, Professional and General Staff Agreement 2017-2021, which is effective from 20 June 2018.

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