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Curtin University
Integrity and Standards Unit

Complaint Handling at Curtin

Curtin's complaints resolution framework comprises a comprehensive set of procedures, guidelines, protocols and other documentation that assists Curtin staff members in resolving complaints at the most appropriate level and at the earliest opportunity. This contributes to Curtin’s continuous improvement cycle so that the potential and opportunity for incidents to be repeated are minimised.


PROCEDURES

Complaints Procedures
Executive Management approved procedures for lodging complaints (and timelines for lodgement), resolving complaints, making complaints to external bodies, protecting parties to a complaint, anonymous complaints
Staff Enterprise Agreement For Curtin academic, professional and general staff, mandatory requirements when dealing with complaints involving workplace bullying (section 62.3) and staff misconduct  or serious misconduct (section 74)  
Australian Code for the Responsible Conduct of Research Mandatory requirements for Curtin and its researchers when dealing with complaints involving breaches of the Australian Code for the Responsible Conduct of Research and research misconduct
Conflict Management Curtin services available for dealing with complaints involving interpersonal conflicts, disputes and differences

ISU GUIDELINES, PROTOCOLS AND FORMS
Line Manager Guidelines - how to effectively deal with complaints Detailed guidance provided to line managers to assist them in resolving University complaints

Complaint Handling Checklist (PDF)

A checklist that line managers must complete and send to the ISU as part of the complaint resolution process to confirm that due process has been followed in addressing a complaint
NOTE: The PDF form can be updated online, but then needs to be saved to disk first before being emailed to the ISU 
Complaint Closure Notification Letter to Complainant - template A standard letter template that can be used as a basis for advising a complainant of the outcome from the complaint resolution process
Statement of Expectations and Obligations A statement which outlines the expectations and obligations of complainants, respondents and line managers during the complaint resolution process
Protocol for interacting with the ISU Outlines the University's expectations in relation to client interaction and communications with staff from the ISU
Complainant Experience Questionnaire A questionnaire submitted by ISU to complainants when a complaint is closed off to enable the University to assess how well their complaint has been handled (not available online)

ISU PROCESS FLOWCHARTS
Flowchart 1 - General Complaint Handling Process Outlines the high level end-to-end processes involved in lodging, assessing, assigning, resolving and closing a complaint e.g. grievances
Flowchart 2 - Workplace Bullying under the Staff Enterprise Agreement Specific processes to be followed when a complaint alleges workplace bullying, under the current Staff Enterprise Agreement (if workplace bullying is found, then staff misconduct processes may be invoked)
Flowchart 3 - Staff Misconduct under the Staff Enterprise Agreement (Part A) Specific processes to be followed when a complaint alleges staff misconduct under the current Staff Enterprise Agreement (Part A)
Flowchart 4 - Staff Misconduct under the Staff Enterprise Agreement (Part B) Specific processes to be followed when a complaint alleges staff misconduct under the current Staff Enterprise Agreement (Part B)
Flowchart 5 - Staff Misconduct under the Staff Enterprise Agreement (Part C) Specific processes to be followed when a complaint alleges staff misconduct under the current Staff Enterprise Agreement (Part C)