Skip to content


Definition overview

1 Definition

A Complaint is an “expression of dissatisfaction made to or about the University, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required”.

2 References

Australian/New Zealand Standard AS/NZS 10002:2014, Guidelines for complaint management in organisations (as amended)

3 Definition Information

Approved Date


Effective Date


Record No


Complying with the law and observing Policy and Procedure is a condition of working and/or studying at the University.

* This file is available in Portable Document Format (PDF) which requires the use of Adobe Acrobat Reader. A free copy of Acrobat Reader may be obtained from Adobe. Users who are unable to access information in PDF should email to obtain this information in an alternative format.