Tertiary bodies like Charles Darwin University and the Batchelor Institute of Indigenous Tertiary Education (BIITE) are unique institutions. The complaints that will inevitably arise in this environment require correspondingly unique procedures. These complaint handling guidelines are intended to assist universities to make their complaint handling systems more robust and effective. The purpose is not to infringe the independence of universities, but to identify best practice minimum standards that will protect the rights of students, staff and the university itself. Mishandled complaints have a high potential cost, both financially and in damage to reputations. All tertiary institutions should therefore adopt an organised and professional approach to complaint handling. These guidelines point the way to a best practice approach.