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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 in and ensures the resolution of complaints made against Curtin University, its operations or its officers, 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.

NOTE: Our new Complaint Management System is live from 1 Aug 2018.

FOR COMPLAINANTS, RESPONDENTS AND LINE MANAGERS
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 and anonymous complaints
Statement of Expectations and Obligations
A statement which outlines the expectations and obligations of complainants (i.e. the person making a complaint), respondents (i.e. the person against whom the complaint is made) and line managers (i.e. the Curtin officer assigned responsibility for resolving the complaint) 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

FOR LINE MANAGERS
Complaint Notification Information
High level information provided to assist you in identifying the type of complaint to be resolved, and therefore what action needs to be taken 
Line Manager Guidelines - how to effectively deal with complaints
A comprehensive document that provides you with detailed guidance for dealing with and resolving the complaint that has been assigned to you
Complaint Handling Checklist A checklist that you must complete and send to the ISU at the end of the complaint resolution process to confirm that you have followed due process in addressing the complaint assigned to you
NOTE 1: This PDF form can be updated online, but then needs to be saved to disk first before being emailed to the ISU.
NOTE 2:  For complaints entered to the Complaint Management System from 1 Aug 2018, this checklist is not to be used as it is provided to you autmoatically via email.
Complaint Closure Notification Letter to Complainant - template A standard letter template that you can use as a basis for advising a complainant of the outcome of your complaint resolution process
Complainant Experience Questionnaire - sample An online questionnaire submitted by the ISU to a complainant when a complaint is closed off to enable the University to assess how well their complaint has been handled (sample only - issued by ISU using Qualtrics)
Staff Agreements
Does the complaint assigned to you involve allegations of misconduct against a staff member who comes under a Staff Agreement? If so, then please refer to the relevant Staff Agreement to ensure you follow the correct procedures when dealing with these types of complaints (click on link to the left). Further detailed information is provided in the process flowcharts below
Australian Code for the Responsible Conduct of Research
Does the complaint assigned to you involve allegations of potential breaches of the Australian Code for the Responsible Conduct of Research? If so, then the requirements of this Code must be met in resolving the complaint. A separate guide is also available to assist in managing and investigating potential breaches of the Code. The Research Office at Curtin may be contacted for more information.
NOTE: The requirements for dealing with potential breaches of the Code have been integrated within Curtin's complaint resolution processes, as described in the process flowcharts below. In addition, the Code was recently reviewed and updated, and came into operation from 14 June 2018 (click on link to the left)
Managing Unreasonable Complainants
A comprehensive manual from the NSW Ombudsman which details how to deal with unreasonable conduct by complainants

FOR EVERYONE:  END-TO-END PROCESS FLOWS FOR COMPLAINT RESOLUTION
No. 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. student grievances
No. 2 - Staff Misconduct (under the Staff Agreement - Part A)
Specific processes to be followed when a complaint alleges staff misconduct under the current Staff Agreement (Part A).
NOTE: The Staff Agreement referred to here is the Academic, Professional and General Staff Agreement 2017-2021, which is effective from 20 June 2018
No. 3 - Staff Misconduct (under the Staff Agreement - Part B)
Specific processes 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