52Many providers have entered into multiple collaborative arrangements with several different providers. The arrangements for handling complaints and academic appeals may vary depending on the nature of the agreement between the delivery provider and the awarding provider.
53The providers’ procedures and/or the course documentation should make clear to students how to submit a complaint or an academic appeal and, where appropriate, outline the circumstances in which the different providers in the arrangement may be involved. A summary is sufficient; there is no need for the documentation to set out in detail how every type of complaint or academic appeal will be dealt with. The provider to whom the complaint or academic appeal is to be addressed in the first instance should give clear information to the student about how to progress the complaint or academic appeal.
Providers should explain clearly to students how to submit a complaint or an academic appeal, who will consider it, and how the student can escalate it.