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. See the Complaints Management policy.
Matters related to academic or teaching standards; assessment; availability of, or access to, University resources and facilities; discrimination, harassment and bullying, should be dealt with in accordance with the Student Grievance Resolution Policy and Procedures, PPL 3.60.02
To submit a complaint under the Student Grievance Resolution Policy or Procedures click on the following link – Submit a complaint
| Student grievance or complaint | Staff grievance | Sexual misconduct/harassment |
|---|---|---|
| For student issues relating to academic or administrative matters, including student appeals. Lodge a complaint
| For staff in relation to issues affecting their employment with the University. Lodge a grievance
| For all persons: staff, students, UQ community and supporters, in relation to incidents of sexual misconduct. Lodge a report
|
| Discrimination and harassment | Privacy | Workplace Health & Safety |
| For all persons: staff, students, and UQ community, in relation to matters of discrimination and non-sexual harassment. Lodge a complaint
| For all persons: staff, students, and UQ community, in relation to matters of personal information and privacy breaches. Lodge a complaint
| For all persons: staff, students, and UQ community, in relation to matters of workplace health & saftey, including complaints and feedback.
|
| Code of Conduct breaches | Research integrity complaints | |
| For matters relating to unsatisfactory, inconsistent or misconduct of a serious and wilful nature. Lodge a complaint
| For complaints regarding the responsible conduct of research at UQ. Lodge a complaint
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Internal review
If you're dissatisfied with how your complaint was managed, most complaints processes have incorporated an internal review process. Please refer to section 3.2 in each individual policy and procedure for direction on how to lodge an internal review.
If no process is set out in the relevant policy or procedure, contact the relevant decision-maker or the Integrity Unit who will refer your matter to the appropriate party for review.
Complaints Management Committee
The Complains Management Committee (CMC) does not make decisions about the outcomes of complaints. The CMC may assess how a review may be undertaken including what resources are to be utilised in dealing with complaints.
External review
Depending on the nature of your complaint, there are a number of external review bodies you can approach if you feel your complaint has not been satisfactorily dealt with internally. These bodies include:
- Queensland Human Rights Commission
- Australian Human Rights Commission
- Crime and Corruption Commission
- Fair Work Commission
- Office of the Health Ombudsman
- Office of the Information Commissioner
- Queensland Ombudsman.
In some circumstances, external bodies will not investigate a complaint if the complainant has not attempted to resolve the problem under the University’s complaints management framework.