Glossary of Terms

For the purposes of the Complaint Management Policy, the following definitions apply:

Key term/ phraseDefinition
At the lowest possible levelThis means that your complaint will be considered, and decisions will be made by the most relevant person or area responsible. Investigations or decisions will only be escalated where required by policy or where a conflict of interest is identified.
BiasRefers to a pre-existing favourable or unfavourable attitude to an issue when impartial consideration of the merits of the case is required.
BriefPlease keep your information concise and to the point.
BullyingMeans exhibiting a pattern of behaviour that intimidates, degrades or humiliates a person or persons, or that causes a risk or injury to the persons targeted.
ConfidentialMeans that information will only be released to those who have a legitimate 'need to know' and not for general consumption.
Case Manager

Refers to an objective employee who has been appointed to coordinate/manage any complaint lodged through the Formal Internal Avenue and who may therefore take decisions in relation to the complaint in accordance with this policy/procedure.

ComplainantRefers to the person who makes a complaint under this policy.
ComplaintRefers to an expression of dissatisfaction about the University that requires review, investigation and/or action, and that is drawn to the attention of the University
ConcernAn issue that has arisen but has not yet been addressed at the level of origin.
CRUMeans the Complaint Resolution Unit of the University
DiscriminationMeans treating a person/persons less favourably based on the actual, past, presumed or future identity or status, or some other associated characteristic or personal attribute of the person/persons, or their associates (whether the association is real or perceived).
EvidenceAny emails, letters, notes or other verifiable documentation that will support or substantiate your claims or demonstrate steps you have taken to resolve your matter.
Exceptional CircumstancesCircumstances that were outside of your control or beyond what would be considered reasonable.
FeedbackRefers to matters that may be presented as a complaint, but do not warrant action beyond noting and referral to the relevant management area for consideration.
FrivolousRefers to an issue that is determined to be trivial and not to warrant action beyond acknowledgement of receipt.
GrievanceAnother word for complaint.
Legitimate complaintMeans a complaint that fits the definition of complaint and is not otherwise frivolous or vexatious.
Level of originMeans the level of the University where the initial concern arose.
MisconductRefers to actions that are serious enough to be regarded as requiring referral to a formal disciplinary process constituted in accordance with a relevant University policy and/or employment agreement or contract.
PolicyMeans a statement that sets out how the University should fulfil its vision, mission and goals.
ProcedureMeans a statement that sets out how the University's policies will be implemented and by whom.
RelevantOnly include information that has a direct bearing on your issue, i.e. is directly related.
RespondentIs the person who has responsibility for the decision or the behaviour
Serious Complaint

Refers to a complaint that:

i. if proven, could involve an offence under law (e.g. assault, sexual assault, theft etc); or

ii. obliges the University to act (e.g. sexual harassment, harassment, victimisation etc); or

iii. may otherwise present a significant risk to the University, its students, staff or community.

Sexual HarassmentRefers to any form of sexually related behaviour that is unwanted and that in the circumstances, a reasonable person would expect a person to be offended, humiliated or intimidated.
Support PersonMeans a person whom the complainant or respondent appoints to provide personal support only throughout the process of managing a complaint under this policy.
VexatiousRefers to an action, such as the lodgement of a complaint, that lacks substance and on consideration of the available evidence is deemed to have been intentionally fabricated.
VictimisationRefers to any form of detriment directed at a person/persons for their participation in making, supporting or resolving a complaint, whether that participation actual, intended or presumed or any form of detriment applied selectively and without justification.

The information on this site should be used in conjunction with the Complaint Management Policy.(opens in a new window)