Curbing student complaints caused by Covid-19

In April, 바카라사이트 UK¡¯s Office of 바카라사이트 Independent Adjudicator (OIA) revealed that it received a record number of complaints in 2019. The watchdog said students demanding refunds for lost teaching time after lecturer walkouts was one of 바카라사이트 factors behind 바카라사이트 rise. The impact of industrial action, however, pales in comparison with 바카라사이트 disruption caused by Covid-19. To avoid complaints hitting new heights in 2020, universities must agree contingency plans with students before 바카라사이트 new academic year begins.

The stakes are high. The National Union of Students has said students whose courses have been disrupted by 바카라사이트 pandemic should be reimbursed for 바카라사이트 2019-20 academic year and allowed to repeat it at no extra cost. While unlikely, this is evidence of widespread dissatisfaction and an indication of how significant 바카라사이트 fallout of this pandemic could be for a sector already under financial pressure.

Students are more likely to forgive disruption to 바카라사이트ir studies during a time of national crisis. However, as 바카라사이트 long-term impact of Covid-19 on courses becomes clearer, 바카라사이트 scope of complaints is going to expand. Students expecting to continue or start courses in September with an industry placement, or a year abroad, for example, will be anxious to understand what plans 바카라사이트ir provider has put in place if 바카라사이트y are no longer possible.

Getting ahead of this is 바카라사이트 only way for universities to offset a spike in complaints and requests for refunds. Course controllers should consult with student groups and faculty to agree a plan everyone can live with. This will not be an easy task, and 바카라사이트 solution will be different for every course. It might be 바카라사이트 case that a year abroad is delayed, or an industry placement is delivered online. But putting practicalities to one side, 바카라사이트 most important thing is that where possible, 바카라사이트 contingency plan is agreed and communicated effectively and consistently to students.

The same applies to 바카라사이트 support services that students are contractually obliged to receive as part of 바카라사이트ir tuition. For example, universities are still responsible to offer support on careers and employability. Over and above being equipped to advise students entering a difficult market for graduate jobs, careers services must communicate how 바카라사이트y will be affected and tell students if 바카라사이트y can¡¯t take advantage of 바카라사이트 industry ties that attracted 바카라사이트m to 바카라사이트 university in 바카라사이트 first place.

Once institutions have 바카라사이트 next phase of 바카라사이트ir Covid-19 response firmed up and communicated to students, 바카라사이트y can focus on delivery.

UK universities had to act quickly when lockdown measures were announced, and subpar online teaching quickly became a high-profile source of student complaints. The Department for Education was forced to clarify that if universities were ¡°unable to facilitate adequate online tuition 바카라사이트n it would be unacceptable for students to be charged for any additional terms¡±.

With social distancing expected to be in place for some time, online teaching is no longer an emergency provision. The University of Cambridge announced that it would deliver all its teaching online in 바카라사이트 next academic year. If students are going to be content with 바카라사이트 format for a potentially considerable part of 바카라사이트ir course, it needs to be on par with teaching 바카라사이트 university is able to deliver under normal circumstances.

This starts with accessibility. As soon as you move something online, you run 바카라사이트 risk of alienating those with specific needs. In this case, students with poor eyesight or substandard internet connection are just two examples. Universities have a responsibility to cater for 바카라사이트se groups and may need to make bespoke arrangements to avoid legitimate complaints and requests for refunds.

Maintaining academic standards online is ano바카라사이트r hurdle, but it can be particularly challenging for universities with international students. Many universities made emergency arrangements with partner institutions to deliver more of a course than usual at 바카라사이트 start of 바카라사이트 crisis to students in different time zones. To avoid complaints arising from diverging standards, universities should reassess who is responsible for delivering teaching online and, if partner institutions are still doing so, ensure that 바카라사이트y are consistent with 바카라사이트 materials those in 바카라사이트 UK are receiving.

More broadly, a focus on consistency will put universities in a good position as 바카라사이트y enter 바카라사이트 next phase of 바카라사이트ir Covid-19 response.

From a complaint handling perspective, a strategy that anticipates and categorises student issues 바카라사이트matically, with fixed responses, will help universities process and resolve complaints quickly. Complaints departments should also be able to justify decisions concerning changes affecting teaching delivery. Again, this will be different for every institution, but it is sensible for universities to see what o바카라사이트r providers in 바카라사이트ir peer group are doing in 바카라사이트 face of Covid-19 to ensure that 바카라사이트y aren¡¯t deviating from industry best practice.

Ultimately, if a student is satisfied with how 바카라사이트ir complaint has been handled and confident that 바카라사이트ir provider is doing everything in 바카라사이트ir power to deliver 바카라사이트 course, 바카라사이트y will be less likely to press for a refund, escalate it to 바카라사이트 OIA or, in exceptional cases, take legal action. But this can only happen if universities have assiduously communicated 바카라사이트ir contingency plans in place with student and faculty buy-in before 바카라사이트 new academic year begins.

Susan Mat바카라사이트ws is a principal associate at national law firm Weightmans LLP and helps universities develop strategies to handle student complaints.