{"id":89,"date":"2024-04-03T08:30:16","date_gmt":"2024-04-03T00:30:16","guid":{"rendered":"https:\/\/www.curtin.edu.au\/integrityandstandards\/?page_id=89"},"modified":"2024-06-19T18:08:26","modified_gmt":"2024-06-19T10:08:26","slug":"complaint-handling","status":"publish","type":"page","link":"https:\/\/www.curtin.edu.au\/integrityandstandards\/complaints\/complaint-handling\/","title":{"rendered":"Complaint Management"},"content":{"rendered":"    <mimas-block \n        block-name=\"articles\"\n        role=\"complementary\"\n        aria-label=\"articles content\"\n        data-segment=\"all\"\n        data-bg=\"gray\">\n\n        \n\n                    <div class=\"article\">\n                                                                \n                <img decoding=\"async\" src=\"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-150x150.jpg\"\n                     alt=\"Complaint Resolution\"\n                     srcset=\"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-150x150.jpg 150w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-740x370.jpg 740w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-768x431.jpg 768w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-1000x673.jpg 743w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1.jpg 1200w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1.jpg 1200w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-480x240.jpg 480w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1-1200x630.jpg 1200w, https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_659785592-1.jpg 1200w\"\n                     sizes=\"(min-width: 2560px) 2560px, (min-width: 1920px) 1920px, (min-width: 1440px) 1440px, (min-width: 1024px) 1024px, (min-width: 768px) 768px\" loading=\"lazy\">\n\n                <article class=\"article__content\">\n                    \n                                            <h2 class=\"h3\">Complaint Resolution<\/h2>\n                    \n                                            <p><p>Are you a line manager seeking information regarding resolving complaints? View available resources on the Staff portal.<\/p>\n<\/p>\n                    \n                                            \n                                                    <ul class=\"article__links\">\n                                                                    \n                                    <li>\n                                        <a\n    href=\"https:\/\/staffportal.curtin.edu.au\/governance\/discipline-and-investigation\/\"\n    class=\"ico-link--arrow button--deep-blue filled\"\n    target=\"_top\" aria-label=\"View Resources\">View Resources<\/a>                                    <\/li>\n                                                            <\/ul>\n                                                            <\/article>\n            <\/div>\n        <\/mimas-block>\n\n\n\n<p>Curtin&#8217;s complaint resolution framework comprises of:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>The online Complaints Portal<\/li>\n\n\n\n<li>Electronic Complaint Management System.<\/li>\n\n\n\n<li>Â鶹ֱ²¥&#8217;s Complaints Procedure<\/li>\n\n\n\n<li>A comprehensive set of guidelines, protocols and other documentation to assist <strong>all parties<\/strong> in the effective resolution of complaints.  <\/li>\n<\/ol>\n\n\n\n<p>This framework is used to resolve complaints made against Â鶹ֱ²¥, its operations or staff at the most appropriate level and at the earliest available opportunity.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">General Information on Complaint Resolution<\/h3>\n\n\n<mimas-block \n        block-name=\"accordion\"\n        role=\"complementary\"\n        aria-label=\"Accordion content\"\n        data-segment=\"all\">\n\n                \n\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-Curtin's-Complaints-Management-Procedure-\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"Curtin's-Complaints-Management-Procedure-\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-Curtin's-Complaints-Management-Procedure-\">Curtin&#8217;s Complaints Management Procedure <\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"Curtin's-Complaints-Management-Procedure-\" aria-hidden=\"true\">\n                    <p>The Complaints Management Procedure sets out how the University deals with complaints relating to:<\/p>\n<ol>\n<li>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&#8217;s entities, members of the University&#8217;s Committees, members of the Boards of the University&#8217;s Foundations.<\/li>\n<li>How Students can commence a process for the University to deal with a complaint.<\/li>\n<li>How members of the public or other persons can commence a process for the University to deal with a complaint.<\/li>\n<\/ol>\n<p>Click\u00a0<a href=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/home\/information-and-policies\/\"><strong>here<\/strong><\/a> to view the Complaints Management Procedure. Compliance with these procedures is mandatory for Curtin staff.<\/p>\n\n        \n                            \n                    <\/div>\n<\/div>\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title--Statement-of-Expectations-and-Obligations\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"-Statement-of-Expectations-and-Obligations\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title--Statement-of-Expectations-and-Obligations\"> Statement of Expectations and Obligations<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"-Statement-of-Expectations-and-Obligations\" aria-hidden=\"true\">\n                    <p>Click\u00a0<strong><a href=\"https:\/\/s44813.pcdn.co\/wp-content\/uploads\/2024\/05\/ISU_-_Ops_Manual_-_Appendix_3.2A_-_Complaint_Handling_-_Statement_of_Expectations_and_Obligations.pdf\">here<\/a><\/strong> to view a detailed statement which outlines Â鶹ֱ²¥&#8217;s expectations and the obligations of the three main parties to a complaint during the complaint resolution process:<\/p>\n<ol>\n<li><strong>Complainant<\/strong> i.e. the party making a complaint.<\/li>\n<li><strong>Respondent<\/strong> i.e. the party alleged to be responsible for the action, behaviour, decision or omission that forms the subject of the complaint; and<\/li>\n<li><strong>Decision Maker\/Line Manager<\/strong> i.e. the party assigned responsibility for resolving the complaint during the complaint resolution process.<\/li>\n<\/ol>\n\n        \n                            \n                    <\/div>\n<\/div>\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-The-Role-of-the-Integrity-Standards-Unit-\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"The-Role-of-the-Integrity-Standards-Unit-\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-The-Role-of-the-Integrity-Standards-Unit-\">The Role of the Integrity Standards Unit <\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"The-Role-of-the-Integrity-Standards-Unit-\" aria-hidden=\"true\">\n                    <p>The ISU provides a central point to refer Complaints and oversee management of a Complaint under this Procedure. This will typically involve:<\/p>\n<ol>\n<li>Receiving the Complaint and conducting an initial assessment to determine if the Complaint falls within the scope of this Procedure;<\/li>\n<li>Assigning the Complaint to a suitable Decision Maker;<\/li>\n<li>Providing information and support about the management of the Complaint to relevant persons, including the Complainant, the Decision Maker and the Respondent;<\/li>\n<li>Monitoring the management of the Complaint in line with the requirements and principles set out in this Procedure;<\/li>\n<li>Reporting misconduct, to the relevant regulatory and oversight agencies in accordance with legal requirements; and<\/li>\n<li>Liaising with the Decision Maker to finalise and close the Complaint.<\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n\n        \n                            \n                    <\/div>\n<\/div>\n        \n<\/mimas-block>\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-large is-style-rounded\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"1067\" src=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/03\/AdobeStock_163655706-1000x1067.jpg\" alt=\"\" class=\"wp-image-14\" style=\"aspect-ratio:3\/4;object-fit:cover\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h3 class=\"wp-block-heading\">What happens when a complaint is submitted?<\/h3>\n\n\n\n<p>For complainants, this is what happens when your complaint is submitted through the Complaints Portal.<\/p>\n\n\n<mimas-block \n        block-name=\"accordion\"\n        role=\"complementary\"\n        aria-label=\"Accordion content\"\n        data-segment=\"all\">\n\n                \n\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-Complaint-Submission-&#038;-Triage\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"Complaint-Submission-&#038;-Triage\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-Complaint-Submission-&#038;-Triage\">Complaint Submission &#038; Triage<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"Complaint-Submission-&#038;-Triage\" aria-hidden=\"true\">\n                    <p><strong>Submission<\/strong><\/p>\n<p>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 <strong><a href=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/06\/i.___Complaint_submission_acknowledgement_email.pdf\">here<\/a><\/strong>.<\/p>\n<p>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 <a href=\"mailto:ISU-CaseManagement@curtin.edu.au\">ISU-CaseManagement@curtin.edu.au<\/a>.<\/p>\n<p><strong>Triage<\/strong><\/p>\n<p>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.<\/p>\n<p>Triage and allocation to Decision Maker occurs within 7 days of the ISU receiving a complaint.<\/p>\n<p><strong><em>Note<\/em><\/strong><\/p>\n<p>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.<\/p>\n\n        \n                            \n                    <\/div>\n<\/div>\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-Allocation-to-a-Decision-Maker-&#038;-Line-Manager\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"Allocation-to-a-Decision-Maker-&#038;-Line-Manager\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-Allocation-to-a-Decision-Maker-&#038;-Line-Manager\">Allocation to a Decision Maker &#038; Line Manager<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"Allocation-to-a-Decision-Maker-&#038;-Line-Manager\" aria-hidden=\"true\">\n                    <p>A Decision Maker will generally be the line manager of the respondent. The ISU\u00a0may look to re-assign complaints to a different line manager where a conflict of interest or other issue arises.<\/p>\n<p>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 <a href=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/06\/Email_acknowledgement_of_complaint_acceptance_-_sent_to_the_complainant.pdf\"><strong>here.<\/strong><\/a>\u00a0The Decision Maker is expected to accept and acknowledge your complaint within five (5) working days.<\/p>\n<p>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:<\/p>\n<ul>\n<li>Completing a preliminary inquiry also known as a fact-finding inquiry;<\/li>\n<li>Investigating the complaint in its entirety.<\/li>\n<li>Encouraging self-resolution of the complaint<\/li>\n<li>Referring the complaint (in whole or in part)<\/li>\n<li>Suspending the complaint<\/li>\n<li>Following consultations with the ISU, cease dealing with the complaint or the complainant.<\/li>\n<\/ul>\n<p><em>Note<\/em><\/p>\n<p>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.<\/p>\n\n        \n                            \n                    <\/div>\n<\/div>\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-Complaint-Resolution\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"Complaint-Resolution\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-Complaint-Resolution\">Complaint Resolution<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"Complaint-Resolution\" aria-hidden=\"true\">\n                    <p>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.<\/p>\n<p>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:<\/p>\n<ul>\n<li>The outcome of the complaint.<\/li>\n<li>The reasons for the outcome: and<\/li>\n<li>Any further avenues of review available to the Student by an external agency and their contact details.<\/li>\n<\/ul>\n\n        \n                            \n                    <\/div>\n<\/div>\n        \n<\/mimas-block><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h3 class=\"wp-block-heading\">End-to-end complaint resolution flowcharts<\/h3>\n\n\n\n<p>High level flowcharts which describe the end-to-end manual steps for resolving complaints (including staff and research misconduct) are included below.<\/p>\n\n\n<mimas-block \n        block-name=\"accordion\"\n        role=\"complementary\"\n        aria-label=\"Accordion content\"\n        data-segment=\"all\">\n\n                \n\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-High-level-complaint-handling-process\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"High-level-complaint-handling-process\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-High-level-complaint-handling-process\">High level complaint handling process<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"High-level-complaint-handling-process\" aria-hidden=\"true\">\n                    <div class=\"accordion__item active\">\n<div id=\"high-level-complaint-handling-process\" class=\"accordion__item__content\" aria-hidden=\"false\">\n<div>\n<p>This\u00a0<strong><a href=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/06\/ISU_-_Ops_Manual_-_Appendix_3.1A_-_Flowchart_1_-_General_Complaint_Handling_Process-2.pdf\">flowchart<\/a><\/strong>\u00a0outlines 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.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n        \n                            \n                    <\/div>\n<\/div>\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-Staff-misconduct-(under-Staff-Agreement)---Part-A\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"Staff-misconduct-(under-Staff-Agreement)---Part-A\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-Staff-misconduct-(under-Staff-Agreement)---Part-A\">Staff misconduct (under Staff Agreement) &#8211; Part A<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"Staff-misconduct-(under-Staff-Agreement)---Part-A\" aria-hidden=\"true\">\n                    <p>This\u00a0<a href=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/06\/ISU_-_Ops_Manual_-_Appendix_3.1B_-_Flowchart_2_-_Staff_Misconduct_under_the_Staff_Agreement_Part_A-1.pdf\"><strong>flowchart<\/strong><\/a>\u00a0outlines the specific manual steps to be followed when a complaint alleges staff misconduct under the current Staff Agreement (Part A).<\/p>\n<p><strong>NOTE<\/strong>:\u00a0<em>The Staff Agreement referred to here is the Academic, Professional and General Staff Agreement 2017-2021, which is effective from 20 June 2018.<\/em><\/p>\n\n        \n                            \n                    <\/div>\n<\/div>\n                    <div class=\"accordion\" aria-labelledby=\"accordion-title-Staff-misconduct-(under-Staff-Agreement)---Part-B\">\n            <button type=\"button\" class=\"accordion__heading\" aria-controls=\"Staff-misconduct-(under-Staff-Agreement)---Part-B\" aria-expanded=\"false\">\n            <div class=\"title\" id=\"accordion-title-Staff-misconduct-(under-Staff-Agreement)---Part-B\">Staff misconduct (under Staff Agreement) &#8211; Part B<\/div>\n            <div class=\"icon\"><\/div>\n        <\/button>\n        <div class=\"accordion__content\" id=\"Staff-misconduct-(under-Staff-Agreement)---Part-B\" aria-hidden=\"true\">\n                    <p>This<strong>\u00a0<\/strong><strong><a href=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/06\/ISU_-_Ops_Manual_-_Appendix_3.1C_-_Flowchart_3_-_Staff_Misconduct_under_the_Staff_Agreement_Part_B-1.pdf\">flowchart<\/a><\/strong>\u00a0outlines the specific manual steps to be followed when a complaint alleges staff misconduct under the current Staff Agreement (Part B).<\/p>\n<p><strong>NOTE<\/strong>:<em> The Staff Agreement referred to here is the Academic, Professional and General Staff Agreement 2017-2021, which is effective from 20 June 2018.<\/em><\/p>\n\n        \n                            \n                    <\/div>\n<\/div>\n        \n<\/mimas-block><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-large is-style-rounded\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"1080\" src=\"http:\/\/www.curtin.edu.au\/integrityandstandards\/wp-content\/uploads\/2024\/06\/AdobeStock_279186918-1000x1080.jpeg\" alt=\"\" class=\"wp-image-210\" style=\"aspect-ratio:3\/4;object-fit:cover\"\/><\/figure>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Curtin&#8217;s complaint resolution framework comprises of: This framework is used to resolve complaints made against [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":33,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"tags":[],"class_list":["post-89","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/pages\/89","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/comments?post=89"}],"version-history":[{"count":0,"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/pages\/89\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/pages\/33"}],"wp:attachment":[{"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/media?parent=89"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.curtin.edu.au\/integrityandstandards\/wp-json\/wp\/v2\/tags?post=89"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}