Contents

The good practice framework for handling complaints and academic appeals

Contents

Preface

 

Principles

  1. A good complaints process
  2. A good academic appeals process

 

Introduction

  1. Introduction (1-6)

 

Complaints and academic appeals

  1. Complaints and academic appeals (7-9)
  2. Who can make a complaint or academic appeal (10-13)
  3. What is a complaint? (14-16)
  4. What is an academic appeal? (17-20)
  5. Deciding which process to use (21-23)
  6. Complaints and appeals involving more than one academic provider or awarding body (24)
  7. Complaints involving other organisations or contractors who provide a service on behalf of the university (25-27)
  8. Complaints about staff (28)
  9. Complaints about the students' union (29)
  10. Making a complaint or academic appeal (30-34)
  11. Timeliness (35)

 

The complaints process

  1. Overview (36-39)
  2. Mediation and conciliation (40-41)
  3. Early resolution (42-49)
  4. Formal complaint (50-52)
  5. What the provider will do when it receives a complaint for investigation (53-59)
  6. Complaint hearings or meetings (60-65)
  7. Closing the complaint at the formal stage (66-70)
  8. Review of formal complaint (71-73)
  9. What the provider will do when it receives a request for review (74-76)
  10. Closing the complaint at the review stage (77-79)
  11. Independent external review (OIA) (80)

 

The academic appeals process

  1. Overview (81-82)
  2. Early resolution (83-85)
  3. Formal academic appeal (86-88)
  4. What the provider will do when it receives an academic appeal for investigation (89-94)
  5. Academic appeal hearings or meetings (95-100)
  6. Closing the academic appeal at the formal stage (101-105)
  7. Review of academic appeals (106-108)
  8. What the provider will do when it receives a request for review (109-111)
  9. Closing the academic appeal at the review stage (112-114)
  10. Independent external review (OIA) (115)

 

Factors for providers to consider when handling complaints or academic appeals

  1. Maintaining confidentiality (116-117)
  2. Managing behaviour (118)
  3. Frivolous or vexatious complaints and academic appeals (119-120)
  4. Supporting the student (121-124)
  5. Straightforward language (125-126)

 

Recording, reporting, publicising and learning from complaints and academic appeals

  1. Overview (127)
  2. Recording concerns, complaints and academic appeals (128-129)
  3. Learning from concerns, complaints and academic appeals (130-133)
  4. Accountability for concerns, complaints and academic appeals (134-136)

 

Annexes

  1. Annex 1: Glossary
  2. Annex 2: Overview of complaints and appeals process