BYE LAW G PROCEDURE FOR COMPLAINTS AGAINST CUSU
This procedure is for complaints against CUSU by its members, the University, external agencies and members of the public. Complaints may be made against elected officers (excluding members of the executive please see Bye Law O to make a complaint in this respect) and representatives of CUSU, staff of CUSU, the services or any other aspect of CUSU. (There is a separate procedure for complaints concerning the CUSU Elections.)
Impartial, confidential advice about using this procedure may be obtained from the Students’ Union Advice Centre (SUAC).
- How to make a complaint
CUSU strives to resolve complaints as quickly as possible and in the first instance complainants are encouraged to discuss their complaint informally with a sabbatical officer and/or a senior manager of CUSU.
- Complaints Investigation – Stage 1
If they do not wish to do so or still wish to make a formal complaint after informal discussions then it should be put in writing to the General Manager (or nominee) or submitted via the form on the CUSU website.
A member of the Senior Management Team will investigate the complaint and respond in writing to the complainant normally within 10 working days of receipt of the complaint.
- Complaints Hearing – Stage 2
If the complainant is dissatisfied with the result of Stage 1of the Complaints Procedure then he/she may submit an appeal within 10 working days of receiving the written response to the Stage 2 Complaints Panel which shall consist of the Chair of Executive, a sabbatical officer and the General Manager. The Stage 2 Panel shall be supported by a minute taker. The written response of the Stage 2 Panel shall be sent within 10 working days of the meeting.
- Complaints to the Board of Trustees – Stage 3
If the complainant is dissatisfied with the outcome of the Complaints Decisions (both stages) then the complainant has the right to submit a formal complaint to the CUSU Board of Trustees which should be carried out within 10 working days of the receipt of the written response to the Stage 2 Complaints Panel outcome. The Board of Trustees shall determine a Trustees’ Complaints Panel which shall not include any trustee who has previously heard the case or had any connection with the case.
The Trustees Complaints Panel shall allow the complainant to appear with his/her representative and shall call witnesses if appropriate and consider the record of the previous Stage 1 and Stage 2 records. The Trustees’ Complaints Panel shall be supported by a minute taker. The written response shall be sent within 10 working days of the hearing. The decision of the Trustees’ Complaints Panel shall be final.
The subject of a complaint may not be a part of the Complaints process.