The Complaint Resolution Process
Curtin is committed to effective complaint management, with the objectives of:
- Minimising personal and organisational dysfunction arising from unmanaged complaints.
- Providing a fair, effective and open organisational response to complaints.
- Ensuring that complaints are addressed according to the principles of procedural fairness at the appropriate management level and at the earliest appropriate time.
- Promoting organisational and personal learning and development and continuous improvement.
Complaints will be managed with common sense, respect and fairness, efficiency, confidentiality and in a manner which affords procedural fairness to all parties.
NOTE: A complaint is defined in the Complaints Procedures. The definition in the procedures does not include the following, all of which are covered under different regimes in the University:
- Health and Safety matters
- Appeals by students (in relation to student admission, enrolment, assessment, academic status or credit decisions etc);
- Misconduct by students (involving academic record fraud, academic misconduct or general misconduct);
- Complaints involving the Student Guild and its activities; and
- Protected disclosures under the PID Act.