Staff Complaints by Br5u0g4P

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									                                           STAFF COMPLAINTS

UNSW aims to provide a working environment which promotes safety, teamwork and respectful
treatment. From time to time, issues or conflict may arise causing a person to feel aggrieved.

If you are concerned or aggrieved about any aspect of your working life, you should not ignore it. The
University has a complaint procedure which provides a range of options to resolve workplace issues,
from informal ‘discussion based’ approaches to formal complaint processes. You are strongly
encouraged to use this procedure to address workplace issues as early as possible.

STAFF COMPLAINT PROCEDURE
If you have a complaint (or think you might have a complaint), you should refer to the University’s Staff
Complaint Procedure http://www.gs.unsw.edu.au/policy/documents/staffcomplaintproc.pdf
This document has the procedure for making a complaint, as well as lots of information about
confidentiality, victimisation, roles and responsibilities etc.

CONTACT PEOPLE
There are a number of people you can contact about a complaint (as set out below):
   Supervisor /Manager: If you would like to make a complaint, you should contact your supervisor. If
    your complaint is about your supervisor, you should contact the next most senior manager, who
    will handle the complaint or refer it to another manager at an appropriate level. The
    supervisor/manager’s role is to handle the complaint under the procedure.
   University Complaint Officer: If you would like advice on your options under the procedure or you
    are unsure about whether or not to make a complaint, you should contact a University Complaint
    Officer. Their role is to listen to complaints and provide information about your options under the
    procedure. They do not actually handle complaints, but rather are a source of information. Contact
    details for the University Complaint Officers are provided below.
   Human Resources Consultant: The role of the Human Resources Consultant is to provide advice
    about dealing with complaints to the complainant, the respondent or to the complaint handler,
    subject to any conflict of interest. Human Resources Consultants will not normally have any role in
    handling the complaint, other than in an advisory capacity.
   Employee Assistance Program: The Employee Assistance Program (EAP) is a professional,
    confidential counselling service for employees and their immediate family members, paid for by the
    University. It is free to you and your family. This service is provided by an independent company
    called Davidson Trahaire Corpsych. Davidson Trahaire Corpsych counsellors are all qualified,
    experienced professionals who have extensive training in counselling and workplace consulting.
    Contact details for the EAP are provided below.

UNIVERSITY COMPLAINT OFFICERS
The University Complaint Officers are:
Ed Davis
Complaints Officer (external to UNSW)
Phone: 0438 166 986
Email: ed.davis@unsw.edu.au
Sonja Braidner
Co Manager Workplace Diversity
Phone: 02 9385 2736
Email: s.braidner@unsw.edu.au
Level 3 Chancellery Building UNSW
Penny Pitcairn
Co Manager Workplace Diversity
Phone: 02 9385 2273
Email: p.pitcairn@unsw.edu.au
Level 3 Chancellery Building UNSW




EMPLOYEE ASSISTANCE PROGRAM
For confidential appointments and enquiries call Australia wide to access your nearest Davidson
Trahaire Corpsych office:
1300 360 364
website: http://www.davcorp.com.au/

For all other EAP queries, contact Adrianne Harris (Knowledge & Project Consultant) on telephone: 9385
3426 or email: a.harris@unsw.edu.au.

TOOLS
Complaint form: The complaint form provides information about what information to include in your
complaint. It is not compulsory to complete the form. You can make an informal complaint verbally or in
writing (either using the form or by writing a letter/complaint in free form). Formal complaints must be
in writing (either using the form or by writing a letter/complaint in free form).
Staff Complaint Form
Summary table: The summary table provides an overview of each step of the complaint process and the
timeframes for each step.
Complaint Procedure Summary Table
Flow charts: The flow charts provide an overview of each step of the complaint process and possible
outcomes. There is one flow chart about the overall process and one flow chart with a more detailed
description of the formal complaint process.
Overall process Flow Chart
Formal complaint process Flow Chart

								
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