UTS improving complaint handling

UTS today welcomed the National Student Ombudsman’s report into the use of confidentiality requirements in university complaint handling and has committed to implementing all recommendations. 

UTS agrees with the NSO that confidentiality obligations should be reasonable and proportionate and that complaint policies need to be very clear about why, when and how confidential obligations apply.  

“We welcome the guidance the National Student Ombudsman has provided to universities across Australia on complaint handling. UTS is committed to doing better and has accepted all of the NSO’s recommendations,” Deputy Vice-Chancellor (Academic) Professor Kylie Readman said.

“No one going through a complaint process should ever feel isolated or vulnerable. Our systems and processes in previous years have clearly not been adequate. We want to go beyond just compliance with requirements and the national code.” 

We have stopped using confidentiality requirements and will undertake meaningful consultation with students on this issue.”

UTS has already implemented changes to ensure students clearly know they can share information about their lived experience, obtain support and engage external services. 

UTS established a new Safe and Respectful Communities Team. This team ensures that anyone coming forward with a disclosure of gender-based violence is put at the centre of UTS’s response, offering individualised care and support, explaining all options, advocating on behalf of victim/survivors and championing their needs. 

We have also established the Student Consultation Group, made up of more than 60 students from across our diverse campus community. Participation in the group is remunerated, recognising the value of students’ time, expertise and emotional labour.

Recruited through a broad and inclusive process, group members bring a wide range of lived experiences and perspectives. Their input will shape how UTS approaches prevention, education and response, ensuring that changes are grounded in the realities of student experience.

UTS will update its policies, procedures and staff training to ensure all the NSO’s recommendations are fully implemented

More information about how we are improving safety and support for students can be found here.