Status and Details

Status and Details

This page contains information about the status, approval and a summary of the changes from the previous version of the document. Please note that the Unit Head listed on this page is the current owner of this policy and may not reflect the University position/staff member who owned this policy at the time of publication.

Complaint Management Policy

Show Field Notes
Status Historic Indicates if this version of the document is in effect (Current), yet to come into effect (Future), or expired (Historic).
Effective Date 15th December 2020 This is the date on which this version of the document came into effect.
Review Date 15th December 2021 The next review of this document is scheduled to commence on this date.
Approval Authority Vice-Chancellor and President The noted authority approved this is version of the document.
Approval Date 14th December 2020 This is the date on which this version of the document was approved by the authorised authority.
Expiry Date 25th February 2021 This is the date on which this version expires. It may still apply, conditionally, after this date.
Unit Head Ruth Townsend
Director, Complaints Management and Resolution
96787465
This is the officer generally responsible for day to day administrative matters.
Enquiries Contact Ruth Townsend
Director, Complaints Management and Resolution
96787465
General enquiries should be directed to the officer/area listed.

Summary of Changes from Previous Version

This version of the policy provides simplified language and procedures and includes: commitment to complaints being received, assessed and addressed, including implementation of any remedies, in a timely manner; expectations about complainant and respondent behaviour during the process; clearly states the support options for the complainant and respondent; that complaints about third party providers are dealt with in a manner that dovetails with the third party provider agreement; clearly states that the Complaints Resolution Unit will consider the capacity of the complainant and resondent to engage in the process, to the extent possible.



Clauses Amended:Policy: All Procedures: All