Annual Statements

Each year, the OIA publishes information about each member provider’s record in handling complaints and appeals for the preceding calendar year.

The purpose of publishing this information is to:

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

The OIA 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. In previous years, the information was published in the form of an Annual Letter. In 2017, for the first time, the information is published in the form of an online Annual Statement.

To view the Annual Statements for the year ended 31 December 2016, together with background information please go to our Annual Statements 2016 page.

Annual Letters for 2015 and previous calendar years can be viewed and downloaded by clicking on the relevant links below.

The information in the Annual Letters and Annual Statements 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’. The OIA 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