Complaints Management and Resolution

Resolving Complaints at UWS

There are three complaint resolution avenues available:

1. Direct Informal - where the complainant takes their complaint up directly with the respondent
2. Formal Internal - where the complaint is lodged with and investigated by the University
3. Formal External - where the complaint is lodged and investigated by an external organisation.

If you are unhappy with a decision that has been made or the way someone has behaved, you should open discussion directly with the person concerned wherever possible. If you are not comfortable doing that, you can approach their supervisor or a member of staff you trust for advice.

The University has a team of trained Complaint/Grievance Officers (PDF, 11Kb) who are available to advise you in relation to resolving your complaint.

After the processes relevant to your complaint have been finalised, you can approach the Complaints Resolution Unit if you are still dissatisfied. You are also able to take your complaint to an external agency at any time; however we would appreciate the opportunity to resolve the matter first.

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Complaints Resolution Process and Policy

The UWS Complaint Handling and Resolution Policy explains how the University of Western Sydney deals with all types of complaints from staff, students and the public. It covers complaints about unfair and/or disrespectful actions or decisions, as well as complaints about bullying, discrimination, harassment, sexual harassment, vilification and victimisation.

In addition to the policy, links to legislation, UWS policy, procedures and guidelines and other electronic publications are available under Associated Documents. At this location a number of attachments are provided to assist and guide individuals through the process including:

• a list of the University's designated Complaint/Grievance Officers (PDF, 11Kb)
• flowcharts that map out the complaints resolution process
• checklists that can be used to step through each of the complaint resolution avenues.

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Contact the Complaints Resolution Unit

Staff within the Complaints Resolution Unit are happy to advise you in relation to your rights to bring your complaint forward for resolution.

» Contact Us

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Contact an external agency

You may prefer to take your grievance to an external agency – you have the right to make that decision. An external agency may also be able to help if you are unhappy with the way your grievance was managed within UWS or if you are unhappy with the outcome.

If you are an International Student, you may wish to refer to the attached International Students Fact Sheet.

These external agencies are not usually available to assist you in the University’s internal grievance process as they have their own processes for resolving matters. The external agencies that may be able to help or advise you include:

• Anti-Discrimination Board of NSW. The ADB will receive, investigate and try to resolve complaints of discrimination, vilification and harassment under the NSW Anti-Discrimination Act. Complaints must be made within six months of the complained incident.
   
  Phone: (02) 9268 5544
  » Anti-Discrimination Board (lawlink) website 
   
• Human Rights and Equal Opportunity Commission. HREOC will receive, investigate and try to resolve complaints of discrimination, vilification and harassment under the Federal Race Discrimination Act, Sex Discrimination Act, and Disability Discrimination Act and of discrimination in employment on a large number of grounds including religion and criminal record. Complaints must be made within 12 months of the complained incident.
  
  Phone: 1300 656 419
  » Human Rights and Equal Opportunity Commission website
   
• Independent Commission Against Corruption. The ICAC receives and investigates complaints of corrupt conduct by public officials, including staff of NSW universities.
  
  Phone: 9318 5999
  » Independent Commission Against Corruption website
   
• WorkCover NSW. WorkCover will investigate breaches of the NSW Occupational Health and Safety Act, but only after you have tried to use the procedures that are available internally, such as the Grievance Policy. The Occupational Health and Safety Act obliges an employer to ensure that the workplace does not pose a risk to the health or safety of any person at the place of work, including but not limited to employees.
  
  Phone: 13 10 50
  » WorkCover NSW website 
   
• NSW Ombudsman. The NSW Ombudsman receives and investigates complaints of structural or procedural deficiencies in public administration, including NSW universities, and of serious abuse of powers by public officials, including staff of NSW universities.
  
  Phone: (02) 9286 1000 or 1800 451 524
  » NSW Ombudsman website 
   
• NSW Privacy Commissioner. The Privacy Commissioner investigates complaints that privacy has been breached, which can include the handling of personal information by the University. Private information includes records containing your name, address, sex, etc., or physical information like fingerprints, body samples or your DNA.
  
  Phone: (02) 9268 5588
  » Privacy NSW (lawlink) website 
   
• The Police. Check the phone book for the police station most convenient to you. The police will receive and, at their discretion, investigate complaints of criminal conduct such as assault, threats of violence or other harmful conduct and stalking.
   
• The Chamber Magistrate at your local court. Check the phone book for the local court most convenient to you. A Chamber Magistrate will give advice on available court procedures such as apprehended violence orders.

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