Handling Complaints
Any person can make a complaint. While most complaints should be resolved informally, there are provisions for the use of formal procedures depending on the nature and seriousness of the complaint.
The Institute seeks to resolve difficulties, grievances and complaints in a prompt, impartial and just manner. Complaints can be made about any aspect of the service provided, or not provided, by South Western Sydney Institute. They can also be about the behaviour or decisions of staff; or the practices, policies or procedures used by the Institute.
The Institute has a procedure which states the process for handling complaints in line with the Department’s policy and guidelines. This procedure applies to all staff.
Staff members who have a complaint should raise the matter with their line manager in the first instance. Other support can be provided by staff in Regional Human Resource Services, Harassment Contact Officers, and employee organisations.