Public Complaints
Thank you for visiting this University web page. The University of Western Australia takes complaints seriously. The University will work to ensure that your complaint is managed in a professional manner and to incorporate knowledge of your experiences into planning to improve operations.
What is the Universities Public Complaint Policy?In December 2008, the University approved a policy for managing Public Complaints. This policy details both the approach and process for managing public complaints and is based on the principles of effective complaints handling, and the Australian Standard on Complaints Handling 10002:2006. Who can complain?Any member of the public, or any staff member or student whose complaint arises outside their employment or enrolment at the University. What is a Complaint?A complaint is any expression of dissatisfaction made to the University, in relation to the University, or its complaints-handling process, where a response or resolution is explicitly or implicitly expected. What is expected of me?The more information you provide, the easier it will be to manage your complaint. It is important when making a complaint:
How can I make a complaint?
How will my complaint be handled?At the University, the complaints process is based on the principles of effective complaints handling, and the International Standard on Complaints Handling ISO:10002. Our complaint handling will be:
What happens after I have made a complaint?You will receive written advice of the decisions about your complaint including:
Keeping Documents All documents relating to your complaint will be registered and kept on the University Complaint Handling System. It will only be accessible by personnel directly involved in handling your complaint. Your Privacy The University of Western Australia treats information collected through this website as private. The University will not make available to a third party any personall information supplied by you unless required or permitted by law. This may also occur where you have consented to the disclosure. Your Feedback We are very interested in following our performance in managing complaints. We appreciate that you have let us know that you are unhappy about some aspect of your dealings with the University. The University is also interested in assessing how we have managed your complaint. If you would like to provide this feedback, then please complete and submit our Public Complaints Feedback Form. What if I am still not happy?If you are unhappy with the resolution of your complaint you will be directed to other complaint process with The University of Western Australia. If you have issues or concerns about our complaint resolution process, you are invited to provide your feedback through our Public Complaints Feedback Form. We may also invite you to take your complaint to an external agency such as the Parliamentary Ombudsman. The website for the Ombudsman can be found at: http://www.ombudsman.wa.gov.au Who to contact if you have a complaint?We do encourage you to raise your complaint in the first instance with the person concerned. This is appropriate where you feel comfortable with making a direct approach. The Manager, Complaints Resolution Phone: +61 8 6488 8547
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