Developing Complaints Handling
The Independent Adjudicator, Rob Behrens, has outlined the history and future challenges for handling student complaints in a new article, published this month in the journal of the Association of University Administrators, Perspectives: Policy and Practice in Higher Education.
The article, 'Sailing on the Boundless and Bottomless Sea', explores the growth in student complaints and the steps taken in universities and by the OIA both to learn from and improve complaints handling. It draws comparisons with other sectors, including the NHS and the press, to consider key principles of independence, fairness, transparency and a commitment to early resolution that 'guide the day-to-day work of institutions, students’ unions and the OIA alike in keeping students on an even keel on the stormy seas of higher education.'
To view the final published version please go the publisher's website, http://www.tandfonline.com/loi/tpsp20 or you can download the author's manuscript.
Good practice framework
The OIA has published the good practice framework for handling complaints and academic appeals.
You can view the web version of the good practice framework or download it as a pdf.
The judicial review of a claim brought by a former student at the University of Leicester has now concluded.
Public interest cases
The OIA has published a number of case examples showing how different universities have handled complaints and academic appeals from students relating to disability/ill-health and to academic misconduct. You can view this on the public interest cases page.
OIA Annual Letters 2013
Today the OIA has published the Annual Letters for 2013 for all scheme members. These can be viewed and downloaded on the Annual Letters page.
OIA Massive Open Online Course (MOOC) Statement
The OIA has made a statement on Massive Open Online Courses (MOOC's).
OIA Annual Report 2013
Rob Behrens, the Independent Adjudicator for Higher Education in England and Wales, has today (12 June 2014) published his Annual Report for 2013.