Complaint: A complaint is a resident’s expression of dissatisfaction that their rights, existing interests and/or reasonable expectations have been adversely and unjustifiably impacted because of an action, decision or omission within the control or responsibility of the JCU Halls of Residence. Any circumstance related to Halls operations, services, and decisions, or the conduct of its staff, its students, or people associated with the Halls or using Halls facilities may be the subject of a complaint.
Complainant: A current or former resident who makes a complaint.
Informal complaint: An informal complaint is where a complainant seeks to resolve the matter before a formal complaint has been submitted under this Policy.
Formal complaint: a formal complaint means a concern which has not been resolved informally (see step 1 below) and which is then set out in writing and forwarded to Halls management.
Residents should take the following steps to resolve a complaint:
1. Speak with the person(s) directly involved (informal complaint): direct contact is usually the quickest and best way to resolve an issue. If there is something you are not happy with, we encourage you to try and resolve matters with the relevant staff member or student through informal discussion. This informal method of resolution allows the parties to explore options and make their own decisions about how to resolve a complaint rather than having a third party make and enforce a decision. For example:
Your Halls Administration Office can assist you in determining who would be the appropriate person for you to speak with, and provide contact details.
2. Lodge a formal complaint: if the problem cannot be resolved informally, then you can make a formal complaint. Prior to making a formal complaint, you should familiarise yourself with Clause 23 of the Residential Agreement – Dispute Resolution. The reasons that you would consider making a formal complaint are:
The formal complaint statement must include, where relevant, the following details:
Formal complaints should be addressed to:The Manager
JCU Halls of Residence
Townsville QLD 4811
If you make a formal complaint, Halls management is obliged to respond in accordance with the Dispute Resolution process as detailed in Clause 23 of the Residential Agreement.
If you experience difficulties in resolving your complaint, you may wish to seek assistance from a JCU Student Association Student Advocate.
See also: JCU Student Feedback and Complaints.