Issues and Concerns

Support channels

UNSW aims to provide a working environment which promotes respectful behavior, safety, teamwork and acceptance of difference.  All staff should be aware of their responsibility to act in a professional, safe and inclusive way and be willing to participate in a conflict resolution process if a problem occurs.
The UNSW Staff Complaint Procedure provides a process for addressing conflict in the workplace.  It outlines a range of options to resolve workplace issues, from informal 'discussion based' approaches to a formal complaint process.  If you are concerned or aggrieved about any aspect of your working life, you should not ignore it.   You are strongly encouraged to use this procedure to address workplace issues as early as possible.
The Staff Complaint Procedure takes you through the steps for making both an informal and a formal complaint.  It includes information that is important to the complaint process including procedural fairness, confidentiality, victimisation, and roles and responsibilities.

First point of contact: Supervisor and/or Human Resources Consultant

The supervisor is the primary point of contact for staff wishing to make a complaint.  The supervisor's role is to handle the complaint under the Staff Complaint Procedure.  Your supervisor can offer to help you resolve the matter through a broad range of options, suited to the particular issue (e.g. facilitating discussion, approaching the other person on your behalf, mediation).  You are encouraged to contact your supervisor early, as this creates the best prospect of resolving the issue.  If the complaint is about your supervisor, you should contact the next most senior staff member, who will handle the complaint or refer it to another supervisor / manager at an appropriate level.
Human Resources Consultant
The role of the Human Resources Consultant (HRC) is to provide advice about dealing with complaints to the complainant, the respondent or to the complaint handler, subject to any conflict of interest.  HRCs will not normally have any role in handling the complaint other than in an advisory capacity. Contact your Faculty / Division HRC.

Second point of contact: University Compaint Officer

If you would like advice on your options under the Staff Complaint Procedure, or you are unsure about whether or not to make a complaint, you should contact a University Complaint Officer. Their role is to provide information about options for making a complaint under the procedure and to facilitate a better understanding of how the procedure operates. They can assist to identify how the processes and actions in the procedure might apply to a situation, subject to any conflict of interest. The University Complaint Officers do not manage or investigate complaints and are not able to assist staff beyond advice on using the Staff Complaint Procedure.
UNSW Complaint Officers
Diane Utatao
Complaints Officer (external to UNSW)
Ph: +61 477 739 247
Ed Davis
Complaints Officer (external to UNSW)
Ph: +61 438 166 986

Keiran O'Reilly
HR Consultant  - UNSW Canberra
Ph: +61 2 6268 8779
Support person
At any stage of the complaint process you are able to nominate a support person.  The support person could be a trusted work colleague who is not directly involved in the issue or conflict, a family member, a union representative or a legal representative.  The support person can attend meetings with you and provide advice or support about written documents and processes.  A support person must maintain confidentiality.

UNSW Employee Assistance Program

The Employee Assistance Program (EAP) is a confidential counselling, coaching and wellbeing service free for all for UNSW staff and their immediate family members. The service can help you achieve lifestyle, work, personal and family goals and assist you with managing work and life experiences, issues or concerns that arise from time to time.
For more information about Benestar, visit the Wellbeing website.

Forms and resources

The Complaint Procedure flow charts (found at the end of the UNSW Staff Complaint Procedure) 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.
If you wish to lodge a complaint you may do so via UNSW's Complaints Portal