Complaint Resolution
UWA values the input of the many and varied parties in the local, national and international communities in which it exists and recognises that on occasion, it will receive complaints.
The University is committed to conducting complaint resolution that is:
- visible - information about the process is easy to access
- simple – the process is easy to understand and use
- timely – complaints are managed efficiently with consideration of urgency
- objective –complaints are considered and managed without bias
- fair – procedural fairness is afforded to all
- confidential – information is kept confidential, as appropriate
- effective – appropriate complaint outcomes are reached
- informative – complaint information is used for the continuous improvement of University operations.
Complaint Resolution
Some complaint matters are covered by specific policy, enterprise agreements and standard process. All follow a similar process though:
- where possible and appropriate raising a concern with the person (or within the area) and seeking to resolve the matter informally;
- where not resolved, or where the matter is more serious, lodging a formal complaint; and
- a possible appeal to a final decision maker (including a committee)
- a possible complaint to an external authority
Policy and Governance
UWA’s complaint resolution framework is managed by the Integrity and Standards Unit, in the portfolio of the Senior Deputy Vice-Chancellor. Staff employment matters are not covered under complaint policies but staff can lodge a complaint about non-employment related matters. The two key policies are:
- Student Complaint Resolution Policy [DOC, 116KB];
- Appendix A Student Complaint Resolution Stage Requirements [DOC, 80KB]; and
- Public Complaint Policy [DOC, 228KB]
Discrimination and Harassment
- More information
- Staff and Students can discuss their concerns with a Diversity, Equity and Inclusion Contact Officer
- Lodge a Complaint/Make a Report
Bullying/Unfair Treatment
- Students can seek advice and support from Guild Student Assist
- Staff and Students can discuss their concerns with a Diversity, Equity and Inclusion Contact Officer
- Safety in the workplace, including bullying, are important issues to staff and to the University. Staff can discuss concerns with their line-manager or a Human Resources Business Partner.
- Lodge a Complaint/Make a Report
Research
- More information
- Staff and Students can discuss their concerns with a Research Adviser on the Research Integrity page
- Lodge a Complaint/Make a Report
Student Academic Matters
Marks/grades, progress status and other academic decisions are the most common type of student complaints. UWA understands these concerns and has a separate, robust process for seeking a review and/or appeal relating to these decisions.
- More information, including how to lodge your review request can be found at: Review and appeal of academic decisions relating to students
Employee Disputes and Grievances
Employees are those staff who are employed at UWA under one of the University’s Employment Agreements or under a common law employment agreement. The agreements included clauses relating to disputes and grievances.
For either it is recommended that you refer to the Staff Intranet and:
- check your entitlements in your agreement;
- discuss your concerns with your line-manager;
- review policies that may apply (i.e., leave, promotions etc);
- contact staffresources@uwa.edu.au regarding pay, leave accruals, payments, contracts etc;
- contact the Human Resources Business Partnering Team
Other Complaint Matters
For any other complaint matter not addressed above: