Complaints and disputes handling

The University of Sydney currently uses a number of different technologies to manage and track complaints & disputes received from the general public, staff and students. A number of faculties and departments also have their own stand alone system to accommodate complaints & disputes handling.

Tracking and management of complaints across the University is inefficient and therefore a centralised complaints & disputes handling system has been purchased.

The system is currently being configured to ensure the University is effectively able to manage and report on the number and nature of complaints as well as meet University standards for the handling of complaints and also to comply with legislative requirements.

The enterprise complaints and disputes handling projects aims to: ensure that complaints & disputes information is stored securely in a central location as well as reduce the administrative costs associated with the recording and management of complaints & disputes.

It is anticipated that this project will ready for rollout by Semester Two, 2012.


For further information on the Enterprise Complaints and Disputes Handling Project, please contact the Project Manager,


Date Update
2 April 2012 Project is now in build phase with each build iteration being signed off with the business to confirm it meets requirements.