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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.

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 Correspondence
The ISU will initially send this correspondence to inform you that a complaint has been assigned to you for resolution, and to provide high level direction on the complaint resolution process 
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: This 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 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)
Conflict Management Services
Does the complaint assigned to you involve an interpersonal conflict, disagreement or a dispute between Curtin staff? If so, then perhaps Curtin's Conflict Management Services unit may be able to assist you in addressing such issues (only accessible via the Staff Portal)
Staff Agreement
Does the complaint assigned to you involve allegations of misconduct against a staff member who comes under this 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 (only accessible via the Staff Portal). 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 research misconduct? If so, then the requirements of this Code must be met in resolving the complaint. The Office of Research may be contacted for more information. NOTE: these requirements have been integrated within Curtin's complaint resolution processes, as described in the process flowcharts below
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 - 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)
No. 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)
No. 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)
No. 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)