| Vice-Chancellor
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Promote a culture that values complaints and their effective resolution
| - Report publicly on the University's complaint handling.
- Provide adequate support and direction to key staff responsible for handling complaints.
- Regularly review reports about complaint trends and issues arising from complaints.
- Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly.
- Encourage staff to make recommendations for system improvements.
- Recognise and reward good complaint handling by staff.
- Support recommendations for services, staff and complaint handling improvements arising from analysis of complaint data.
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University Ombudsman | Establish and manage our complaint management system | - Provide regular reports to the Vice-Chancellor through the University Secretary on issues arising from complaint handling work.
- Ensure recommendations arising out of complaint data analysis are canvassed with the University Secretary and implemented where appropriate.
- Recruit, train and empower staff to resolve complaints promptly and in accordance with the University's policies and procedures.
- Encourage staff managing complaints to provide suggestions on ways to improve the University's complaint management system.
- Encourage all staff to be alert to complaints and assist those responsible for handling complaints resolve them promptly.
- Provide independent and impartial advice and assistance to managers or supervisors who have received and are handling a complaint.
- Provide independent, impartial and confidential information to complainants about the procedure for dealing with complaints including listening to the issues and helping the person clarify the facts.
- Coordination of complaints handling with other areas of the University.
- Management and monitoring of complaints where appropriate.
- Conduct of internal reviews of complaints both in process and content.
- Recognise and acknowledge good complaint handling by staff.
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Staff whose duties include complaint handling | Demonstrate exemplary complaint handling practices | - Treat all people with respect, including people who make complaints.
- Assist people make a complaint, if needed.
- Comply with this Policy and its associated procedures.
- Keep informed about best practice in complaint handling.
- Maintain contact with the University Ombudsman at regular intervals to ensure management of matters is not duplicated.
- Liaise with the University Ombudsman as required to obtain independent and impartial advice on the handling of the complaint.
- Escalate unresolved complaints as appropriate in a timely manner.
- Provide feedback to management on issues arising from complaints.
- Provide suggestions to management on ways to improve the University's complaints management system.
- Implement changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management.
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All staff | Understand and comply with the University's complaint handling practices | - Treat all people with respect, including people who make complaints;
- Be aware of the University's complaint handling policies and procedures;
- Assist people who wish to make complaints access the University's complaints process;
- Be alert to complaints and assist staff handling complaints resolve matters promptly;
- Provide feedback to management on issues arising from complaints; and
- Implement changes arising from individual complaints and from the analysis and evaluation of complaint data as directed by management.
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