Feedback and Incidents Policy

1. Introduction

The Reading Room is committed to service excellence and continuous business improvement and has established this Policy and related procedures to support these goals. The Reading Room commitment to researchers is expressed in our Service Charter.

It is essential that the Reading Room provide a safe and respectful environment within which staff and researchers can work. The development of an incident reporting framework provides a mechanism for addressing issues that endanger this objective.

All organisations committed to continuous business improvement can only do so by opening a dialogue with their customers to ensure customer experiences are considered in any service changes. This Policy and related procedures establish a framework for collecting and managing this ongoing dialogue.

2. Scope

This policy applies to all Reading Room staff who operate within the Reading Room, and to all researchers who use the services and facilities of the Reading Room. Complaints and feedback may be made by researchers about the facilities, services or staff. Incident reports must be made by staff.

Feedback may be made by researchers about the facilities, services or staff. Incident reports must be made by staff. Incidents concerning behaviour of staff will be addressed either via the complaints process set out in the procedures or by the UoM incident reporting procedures concerning staff conduct.

3. Definitions

Staff refers to any person employed by the University of Melbourne to work in the Reading Room to provide a service to the researchers.

Researcher refers to any person using the Reading Room facilities and services for their research.

The complainant is the person(s) who makes the complaint.

The respondent is the person(s) who is the subject of the complaint.

Feedback refers to any compliment, suggestion for improvement or complaint or complaint provided by researchers regarding the Reading Room, its staff and services.

Incident refers to any event that occurs during the provision of Reading Room services that risks or causes damage to the Collection or the facilities; that risks or causes harm to the wellbeing of any person; or that causes unreasonable interference with the provision of services.

4. Policy

General policy

  1. The Reading Room will maintain a Code of Conduct for researchers and a Service Charter for staff.
  2. The Reading Room will maintain feedback and incident reporting procedures. The Reading Room will ensure that all feedback and incidents are responded to in accordance with the procedures.
  3. No person, employee or otherwise, shall be victimised or disadvantaged for providing feedback or submitting an incident report.
  4. Incidents of criminality must be reported to the police as soon as is practicable.
  5. All personal information provided will be treated as confidential.
  6. All parties involved are expected to treat the matter confidentially.

Feedback

  1. Researchers who wish to provide feedback about the services or facilities provided by the Reading Room are encouraged to do so online. Researchers may also express informal feedback in person to a staff member or the Client Services Coordinator.
  2. Researchers are encouraged to provide their feedback in writing both to facilitate the Reading Room’s management of the feedback process and particularly where the issue raised is of a serious or significant nature.
  3. All written feedback will be provided to the Client Services Coordinator for review and action in accordance with procedures. Reading Room staff will ensure that all researchers are able to contact the Client Services Coordinator to provide any feedback or make a complaint.
  4. In extreme circumstances or where the Client Services Coordinator is the subject of the complaint, the complaint should be directed to the Manager, Special Collections and Grainger Museum.
  5. All feedback will be documented, retained and considered as part of our ongoing commitment to providing a productive, safe and respectful space for researchers and staff.

Incidents

  1. Any staff witnessing, discovering or experiencing an incident within the Reading Room or during the provision of Reading Room services should report that incident according to the incident reporting procedures as soon as is reasonably practicable and before leaving work for that day.
  2. Staff may, with permission, complete a report on behalf of another staff member or researcher.
  3. Only staff may complete incident reports.
  4. Incidents covered by OHS and University of Melbourne policies should also be reported in accordance with those policies.
  5. All incident reports will be directed to the Client Services Coordinator for review, assessment and action.
  6. Where the Client Services Coordinator is the creator or subject of the report, the report should be directed to the Manager of Special Collections and Grainger Museum.
  7. All incident reports and subsequent actions will be documented and managed in accordance with the Records Management Policy of the University of Melbourne.
  8. All records that are generated as part of following these procedures with be kept and maintained in accordance with the Records Management Policy of the University of Melbourne.
  9. The process of review, investigation and action will be impartial. The Client Services Coordinator will follow procedure to ensure fairness to all parties.
  10. Incidents may be resolved with warnings, suspensions or bans from accessing the Reading Room services.

RELATED DOCUMENTS

Incident reporting form [staff only]

Feedback form