2. Terms and definitions

Overview

Understand the exact meaning of terms and definitions that are used within this policy. 

Complaint

Expression of dissatisfaction made to or about NESA, NESA's products, services, staff or the handling of a complaint, by a person who is apparently directly affected by the service or action; and where a response or resolution is explicitly or implicitly expected or legally required. A complaint covered by this Policy can be distinguished from:

• staff grievances
• public interest disclosures made by our staff
• code of conduct complaints
• statutory internal reviews
• appeals available under a separate policy, including in relation to HSC-related  illness misadventure claims and disability provisions claims
• complaints about the conduct of organisations we regulate (non-government schools, teacher accreditation authorities)
• responses to requests for feedback about the standard of our service provision (see the definition of 'feedback')
• reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response (see the definition of 'feedback')
• service requests (see the definition of ‘service request’)
• requests for information (see our open access to information)
• concerns relating to the merit of government policy
• complaints about not acting in a way that is contrary to law.

Complaint management system

All policies, procedures, practices, staff, hardware and software used by NESA in the management of complaints.

Dispute

An unresolved complaint escalated either within or outside of NESA.

Feedback

Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly, to or about NESA, about NESA's products, services or complaint handling where a response is not expected or legally required.

Service request

Service requests include:

• requests for approval
• requests for action
• routine inquiries about our business
• requests for the provision of services and assistance
• reports of failure to comply with laws regulated by the organisation
• requests for explanation of policies, procedures and decisions.

Grievance

A clear, formal written statement by an individual staff member about another staff member or a work related problem.

Policy

A statement of instruction that sets out how NESA should fulfil its statutory functions.

Procedure

A statement or instruction that sets out how NESA policies will be implemented and by whom.

Public interest disclosure

A report about wrong doing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994 (PID Act).