A university’s complaints procedure is reserved for any other issues that may affect the delivery of educational services for a student. This is often a very broad procedure effectively covering everything that does not fall within the academic appeals, misconduct or fitness procedures. At its heart, however, is a student taking issue with the standard of educational services delivered by the institution. This can relate to the standard of teaching or supervision (particularly in a PhD / doctorate / Masters course context), issues arising in assessments, and inadequate facilities or provision of other education aides.
How the complaints process works?
- All universities will have a specific policy governing their complaints procedure;
- Complaints are often subject to strict time limits, that are usually within 3 months of an issue arising on a course to within 6 months of a student leaving the university;
- Check the procedure to identify the permitted grounds and what form you need to use – not all of the issues that may have been encountered on a course will be permissible as grounds for a complaint;
- Gather all the evidence you need to support the ground(s) you intend to rely upon;
- Complete the form and file the supporting documents, and indicate what remedy you are requesting;
- The procedure will specify the time period in which you should receive a decision;
- If the decision is unsuccessful, there is usually provision for a stage 2 to allow consideration of either new evidence or any procedural irregularity in the stage 1 process;
- If there is not a stage 2 or it proves unsuccessful, a complaint can be made to the OIA within 1 year of receiving a completion of procedures letter.
