Development and Skills Conference 2013: Iain rowan - student complaints
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Transcript of Development and Skills Conference 2013: Iain rowan - student complaints
Why do students complain and appeal, and what should we do
about it?
Iain RowanAssistant Director of Academic Services
University of Sunderland
Introduction
• The difference between complaint and appeal• Who complains and why?• What makes a good (and bad) complaint?• How should we deal with complaints?• Some complications…• Sources of support• Case studies
Complaint…or appeal
• What’s the difference?
What type of student is most likely to complain?
• All data courtesy of the Office of the Independent Adjudicator (OIA)
• Taken from their Annual Report 2012http://oiahe.org.uk/decisions-and-publications/annual-reports.aspx
• …so who are the OIA anyway, and what do they do?• ...but my institution is in Scotland or N. Ireland!
What makes for a bad (or good) complaint?
• Not clear about issue• Not clear about desired outcomes• Irrelevant material included• Unevidenced• Inflammatory or abusive
Dealing with complaints
• Follow procedure• The critical importance of evidence, documentation and
good record-keeping• Contemporaneous note-taking• Transparency of evidence• Think about full disclosure…but don’t forget about data
protection
Dealing with complaints
• Supporting all parties – students, staff, victims and alleged perpetrators
• Considering the role of mental health, and the support implications.
• Considering the role of disabilities, the DDA, and the implications.
• Consider and evaluate risk clearly and without assumptions.
Responding to complaints
• Address every issue• Be clear if not upheld why that is• Be clear on action taken – even if not an action which
affects that student• Don’t be afraid to use the ‘A word’.• Perceptions of justice
Some complications
• Third party involvement• Mental health• Dealing with unacceptable complainant behaviour• Legal action• Collaborative activity• Complaints/appeals
Sources of support
• The OIA – case studies, annual reports, seminars, good practice guidance
• The QAA Quality Code Chapter B9• Academic Registrars’ Council Complaints and Appeals
Practitioners’ GroupScottish Public Services Ombudsman