Complaint Resolution

Guiding principles

Guiding principles for resolving complaints

When addressing a complaint, all parties are expected to:

• actively listen to one another, be considerate of each other’s views, and respect each other’s role
• be student focussed
• be resolution focused and attempt to preserve working relationships
• act co-operatively and in good faith
• behave with respect and courtesy
• be inclusive, considerate, and respect the cultural safety of all people, including Aboriginal people, and the human rights of all parties including but not limited to disability, age, race, religion, gender identity, sexual orientation, and marital status
• consider communication needs and preferences
• ensure that complainants and students related to complainants are not victimised for making a complaint or asserting their rights
• respect the privacy and confidentiality of those involved unless permitted or required to share information by law
• operate within and seek reasonable resolutions that comply with all applicable departmental policies.