Complaints Management
Students, staff members or members of the general public may, at times, have complaints or concerns regarding students' or staff members' decisions, actions or omissions.
Curtin is committed to effective complaint management, with the objectives of:
- Minimising personal and organisational dysfunction arising from unresolved complaints.
- Providing fair, effective and open organisational response to complaints.
- Ensuring that complaints are addressed according to the principles of procedural fairness, in a timely and confidential manner, at the lowest appropriate management level.
- Promoting organisational and personal learning and development.
Complaints will be managed with common sense, respect and fairness, efficiently, confidentially, and in a manner which affords procedural fairness to all parties. See:
The Policy and Protocol do not replace, or have precedence over existing policies and procedures that provide formal avenues for appeal against decisions of the University, but apply only when it is claimed that the relevant policies or procedures have not themselves been properly followed. The Complaint Mechanisms include the exhaustive list of internal appeal avenues available to staff and students.
In addition to internal processes for appeals and for complaint management, various external agencies provide an avenue for raising complaints and concerns. A list of the external agencies is included in the Complaint Mechanisms list.
Other Useful Links
- Curtin Policies
- Free Counselling Services for Students and Staff
- Assistance for injured staff and information on the bullying policy
- Students rights and responsibilities
Advice and assistance
The University's Manager, Conflict Resolution provides confidential advice and assistance to students, staff, managers and members of the public, regarding the management of complaints.
The Manager, Conflict Resolution can also provide facilitation services to assist in the resolution of complaints.
Manager, Conflict Resolution
Andrea McLeod
Email: a.mcleod@curtin.edu.au
Telephone: (+61 8) 9266 7454
Fax: (+61 8) 9266 2768
