Complaints management

The University recognises that an effective complaints management system will not only improve customer service but will also assist in the identification of systemic and re-occurring administrative problems. The University welcomes all forms of feedback, including complaints, on its services and products. A complaint is defined as:

an expression of dissatisfaction with a product or service offered or provided by the University, whether voiced by a member of the public, an employee or a student.

Types of complaints or grievances

The University has established detailed policies and procedures relating to the following categories of complaints:

Internal review

If you are dissatisfied with how your complaint was initially managed, most complaints processes have incorporated an internal review process. Please refer to each individual policy and procedure for direction on how to lodge an internal review.

External review (all categories)

Persons dissatisfied with any action taken in relation to a complaint, after they have exhausted all available avenues of appeal or review within the University, may apply to the Queensland Ombudsman to review the University's decision. The Queensland Ombudsman may investigate complaints about the decisions and actions of the University that may involve maladministration. Maladministration includes a decision or action that is:

  • Unlawful
  • Unfair
  • Unreasonable
  • Improperly discriminatory
  • Based on mistake of fact or law
  • Taken on irreverent grounds; or
  • Simply wrong

Please refer to the Queensland Ombudsman (http://www.ombudsman.qld.gov.au/cms/) for further information

Keywords: complaint ; complaints ; grievance ; grievances

Complaints management section

Lodging a complaint

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