Dispute Resolution Process

Making a complaint

Online Farm Trials (OFT) is a collaboration between the Centre for eResearch and Digital Innovation (CeRDI) at Federation University Australia and the Grains Research and Development Corporation (GRDC).

The information provided here details the principles and procedures CeRDI will follow if a complaint is made in relation to OFT, including in relation to data, the process by which data was accepted, displayed or edited, or the conduct of CeRDI staff.

All complaints should be submitted in writing at:

www.farmtrials.com.au/complaints

In handling your complaint, we will apply the following principles:

No detriment to people/organisations making complaints

We will take all reasonable steps to ensure that people/organisations making a complaint are not adversely affected because a complaint has been made by them or on their behalf.

Anonymous complaints

We accept anonymous complaints and will conduct an investigation of the issues raised where there is enough information provided.

Early resolution

Where possible, an early resolution outcome will be implemented when the matter can be resolved informally with one of our staff members.

Responsiveness

We will promptly acknowledge receipt of the complaint within one business day of the complaint submission.

We will advise people/organisations as soon as possible when we are unable to deal with any part of their complaint, and provide advice about where such issues and/or complaints may be directed (if known).

Objectivity and fairness

We will address each complaint with integrity and in an equitable, objective and unbiased manner.

We will ensure that the person handling a complaint is different from any staff member whose conduct or service is the subject of a complaint.

Confidentiality

Where requested, we will protect the identity of people/organisations making a complaint where this is practical and appropriate.

Complaints involving multiple parties

Where a complaint involves multiple parties, we will work with the other people or organisation/s where possible to ensure that communication with the person making a complaint and/or their representative is clear and coordinated.

Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complaint.

Complaint resolution process

1)      Receipt of complaints

Unless the complaint has been resolved at the outset, we will record the complaint and its supporting information.

The record of the complaint will document:

  • the contact information of the person making a complaint (unless anonymous),
  • issues raised by the person making a complaint and the outcome/s they want, and
  • any additional support the person making a complaint requires.

We will acknowledge receipt of each complaint  within one working day.

2)      Initial assessment

After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the complaint is/are within our control. We will also consider the outcome/s sought by the person making a complaint and, where there is more than one issue raised, determine whether each issue needs to be addressed separately.

We will assess and assign complaints to one of three levels of priority depending on the urgency and/or seriousness of the issues raised. If a complaint primarily concerns missing, incomplete or incorrect data on the OFT site and does not involve a dispute between multiple parties, and does not pose a significant and immediate risk, it will be designated a Level 1 complaint. If the matter involves a dispute between multiple parties, for example a dispute about authorship, it will be dealt with as a Level 2 complaint. Any complaint which poses a significant and immediate risk will be dealt with as a Level 3 priority.

3)      Addressing complaints

After assessing the complaint, we will consider how to manage it. For all complaints we may:

  • give the people/organisations making a complaint information or an explanation,
  • gather information from the person or organisation that the complaint is about, or
  • investigate the claims made in the complaint.

Complaints will be addressed in accordance with their urgency and the level of risk involved.

  • Level 1
    • Issue to be logged in a secure, internal complaint database with start and resolution dates, summary of issues raised, steps taken to resolve the matter and key contacts.
    • Matter to be resolved by CeRDI staff members working on the OFT project at the earliest opportunity subject to organisational resourcing.
    • Any research trial entry in the OFT database related to a Level 1 complaint may be temporarily or permanently taken down from the OFT website.
    • Unless a complaint is made anonymously, all complainants will receive a written confirmation of the outcome of the complaint resolution process as well as notification of their appeal options.
    • We aim to resolve Level 1 complaints within five business days.
  • Level 2
    • Issue to be logged in a secure, internal complaint database with start and resolution dates, a summary of issues raised, steps taken to resolve the matter and key contacts.
    • Matter to be referred to the Online Farm Trials Project Manager who will liaise with CeRDI staff members working on the OFT project to resolve the complaint/dispute.
    • All parties involved in a Level 2 complaint will be invited to make a submission in aid of the dispute resolution process.
    • Any trial entry related to a Level 2 complaint may be temporarily or permanently taken down from the OFT website.
    • Unless a complaint is made anonymously, all complainants will receive a written confirmation of the outcome of the complaint resolution process, as well as notification of their appeal options.
    • We aim to resolve Level 2 complaints within ten business days.
  • Level 3
    • Issue to be logged in a secure, internal complaint database with start and resolution dates, a summary of issues raised, steps taken to resolve the matter and key contacts.
    • All complaints that are deemed to relate to a significant and immediate risk (e.g. critical breach of confidentiality) will be immediately escalated to the CeRDI Senior Leadership Team.
    • All information hosted on the OFT site related to a Level 3 complaint will be removed from public access not later than one business day after the complaint being received by the CeRDI Senior Management Team.
    • A responsible manager within GRDC will be notified of all Level 3 complaints.
    • Unless the complaint is made anonymously, all complainants will receive a written confirmation of the outcome of the complaint resolution process, as well as notification of their appeal options.
    • We aim to resolve Level 3 complaints within two business days.

 

Appeal/external review

Where a complainant is not satisfied with an outcome of the dispute resolution process described here, he/she/they are able to request a review of their complaint by the Responsible Manager, OFT Investment, within GRDC.

The Dispute Resolution Process for OFT was developed by drawing on information resources including the Effective Complaint Handling Guidelines published by the NSW Ombudsman, February 2017: https://www.ombo.nsw.gov.au/__data/assets/pdf_file/0018/42228/Effective-complaint-handling-guidelines-Third-edition.pdf