How to Write a Complaint
Step 1: Considering a Complaint
We know that making the decision to file a complaint or report may not have been easy.
It is normal to feel nervous or anxious about submitting a complaint or report and this is especially true if you are coming forward about someone you know or when you have experienced direct harm. Below are some things to keep in mind when thinking about submitting a complaint or report.
Remember that there are a number of resources on campus that can help to provide you with support. Also, if you are a student you can contact Student Wellness Services and, if you are an employee, you can reach out to the Employee and Family Assistance Program.
What is a Complaint or Report?
A complaint or report are written versions of what you are telling the university about what happened. By writing a complaint or report, you are indicating that you are willing to be contacted by a someone from the university who will ask questions to better understand what happened.
Is there a time limit to submit a Complaint or Report?
There is no set time limit to submit a complaint or report. Generally, it is best to do it as soon as you are able.
Safety Concerns
If you have immediate safety concerns related to what happened, you should contact either »Ê¹ÚÌåÓý’s Campus Security at 613-533-6111 or at 911.
If you have more general concerns for your safety because you are considering submitting submission, speak first to a campus resource. Even if what you have to say is difficult, or you feel embarrassed or scared, it is always best to share as much information as you can when you talk to someone about your concerns.
Preparation
Creating an outline of key events before trying to draft your submission may also be helpful. Think about the important pieces of information that you want to communicate.
Sometimes it is difficult to determine what is relevant or important to include at the beginning stages. If you were unable to recall or don’t include some details in your initial submission, write them down so that you can share them with later, if needed.
Corroborating Information
When writing your submission, try to stay away from making assumptions or speculating. Whenever possible, consult other sources (e.g. calendar, text messages, social media, etc.) to help you to include specific times, dates, and details, and attach that supporting information to your submission.
Other Witnesses
In general, it is best for someone else involved in investigating your submission to collect statements directly from other witnesses. Please do not do this yourself. If you have concerns about who may be contacted or how that will happen, discuss your concerns with the contact person who reaches out to you about your submission. Speaking to other witnesses has the potential to compromise the integrity of the investigation.
You should provide the names and contact information for any other individuals who may have information about the incident in your submission, but if you don’t have them at the time, you will be given an opportunity to do this later if your submission is referred for investigation.
Procedural Fairness
Remember that respondents – the person or people you are saying have breached the Harassment and Discrimination Policy – have the right to review the allegations being made in order to be able to properly respond. This is a key element of procedural fairness. For questions or concerns about procedural fairness, talk to your contact person or reach out to the University Ombudsperson at ombuds@queensu.ca.
Impact of Trauma
As trauma-informed support staff, we recognize that considering submitting a complaint can be difficult after a distressing or traumatic experience. Seeking guidance from personal supports and resources on campus is always recommended. Support persons can help you to process your experience and organize the details that you do recall so you can include them in your submission.
Step 2: Writing the Incident Description
Speaking to Facts
It is important to structure the majority of your submission on the facts and your direct observations or experience. We understand that your memory of events may not be perfect. That is okay! Do your best. Gaps in memory are common, particularly when events have been unexpected and/or upsetting.
To the best of your ability, walk through what occurred and what you experienced in a chronological order, describing the sequence of events in the order that they happened. Sometimes this can be difficult to do for particularly distressing events. Try writing down what you remember most about the situation, read it through, and fill in any missing pieces as best you can recall. Focus on relaying the most important parts about what happened.
How much information is required?
Your submission must include enough specific information to show that the policy has been violated. This threshol