Complaints Management System

Please register your company's interest to provide a Complaints Management System to The University of Sydney via the form link. The tender is planned to be released in mid-December.

Vendor Registration of Interest: Complaints Management System Tender

Complaints Management System

USYD invites you to respond to this Open Registration request for a Complaints Management System (CMS) partnership to deliver:

- For complainants (all students, all staff, and the public): Accessible, user-friendly and trauma-informed complaints submission, clear communication and tracking of complaints status and progress, facilitation of access to support services, faster response and resolution times, and respectful, confidential complaints handling (upholding privacy requirements).

- For respondents / persons of interest: Transparency of process, facilitation of access to support services, clear communication, faster response and resolution times, and respectful confidential complaints handling.

- For complaints staff: Effective, efficient complaints management, ability to track and prioritise complaints, ability to identify trends and areas for improvement in processes, and maintenance of compliance requirements.

- For the University: Holistic uplift in enterprise-wide complaints management, increased trust in the University's management of complaints, compliance with regulatory and policy requirements, complaints feedback that enables continuous improvement, early risk identification and reduction, complaint handling, case management and holistic reporting for the complaints ecosystem.

The University's typical volume of complaints is around 4% of the population, servicing 3,000-4,000 complaints per year. Complaints can include complex, confidential and sensitive matters across the University's activities and departments. The bulk of these complaints are typically lodged by students (~80%) with the remaining 20% a mix of complaints by staff and the public. A large majority of complaints by students relate to special consideration.

At present, the University relies on a range of localised solutions for managing complaints from students, staff, and the community. We are exploring options for a more robust and scalable solution. The solution must comply with relevant legislation, particularly in the context of increasing regulatory reporting regimes impacting the university sector, including the Higher Education Standards Framework (HESF), TEQSA, Enterprise Agreement, Fair Work Act, and other relevant legislative and privacy requirements.

We are looking for suppliers that have capability and experience with experience in CMS environments, as well as build, and implement the solution as a complete package end to end.