Annual Statements

Each year, we publish information about our members' records in handling complaints and appeals for the preceding year.

The purpose of publishing this information is to:

  1. Increase public scrutiny of complaints handling records in higher education providers;
  2. Increase students' confidence in complaints handling processes;
  3. Allow providers to look at their own record alongside that of similar providers; and
  4. Make our own processes more transparent.

We first published information about each member provider's record in handling complaints and appeals in 2012. This followed two rounds of consultation with the Higher Education sector. The information for 2015 and previous calendar years can be viewed and downloaded by clicking on the relevant 'Annual Letters' link below.

For 2016 and subsequent calendar years, we have published the information in the form of online Annual Statements. This was in response to feedback from our member providers and to make the information more accessible.

To view the Annual Statements for 2016 and 2017, please go to our Annual Statements page.

The information in the Annual Statements (and, previously, the Annual Letters) must be considered in context. They provide useful information about complaints and appeals that have reached the end of internal processes at higher education providers and been escalated to the OIA. They do not set out the overall number of complaints and appeals that are made by students to their providers, many of which are likely to be resolved through the internal processes.

The data on Completion of Procedures (‘COP’) Letters issued should also be viewed with some caution. The fact that a COP Letter has been issued does not necessarily mean that the student is dissatisfied with the outcome. The OIA’s Guidance on COP Letters says that providers should issue a COP Letter when a complaint (or appeal) has been upheld, if the student asks for one. Equally, a very low number of COP Letters in comparison to other providers in the same OIA subscription band might indicate that a provider is not following the OIA’s Guidance on COP Letters correctly.

When reviewing the data in the Annual Statements and Annual Letters, it is therefore difficult to compare 'like with like'. We cannot accept responsibility for any inferences or conclusions derived from the data published in the Annual Statements or Annual Letters by third parties.

View and download the Annual Letters for 2015 and previous years:

Annual Letters - 2015

2015 Media release

Annual Letters - 2014

2014 Media release

Annual Letters - 2013

2013 Media release

Annual Letters - 2012

2012 Media release

Annual Letters - 2011

2011 Media release