Who is responsible for what?

Charles Sturt expects staff at all levels to be committed to fair, effective and efficient complaint handling.

The following table outlines the nature of the commitment expected from staff and the way the commitment should be implemented.

WhoCommitmentHow
Vice-Chancellor 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.

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.

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.

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.