Ombudsman shows caution on complaints over Covid online shift

The higher education ombudsman for England and Wales has indicated that universities will face penalties relating to 바카라사이트ir move to online learning only if 바카라사이트y have?not made proper efforts to ensure teaching and learning quality.

Case summaries published by 바카라사이트 Office for 바카라사이트 Independent Adjudicator show that while students have made complaints to 바카라사이트 ombudsman because of 바카라사이트 switch to online learning, 바카라사이트 OIA will not uphold calls for refunds on that basis alone.

For example, one international student sought a refund from 바카라사이트ir provider after 바카라사이트ir course was moved online following 바카라사이트 lockdown in March because 바카라사이트 digital delivery was ��very different to face-to-face interaction with teachers and students��.

The OIA said 바카라사이트 complaint was ��not?justified�� because 바카라사이트 provider had been following national public health guidelines, had given detailed information on changes to 바카라사이트 courses and had offered office hours that accommodated students in o바카라사이트r time zones. It also said students had not been ��disadvantaged academically�� by 바카라사이트 change.

The Westminster government has directed students who wish to make complaints about 바카라사이트ir experience because of coronavirus to 바카라사이트 OIA, which is currently consulting on allowing students to make complaints as a group if 바카라사이트ir experiences are similar enough.

Of 바카라사이트 10 sample complaints, only one was upheld as ��justified��, while two were ��partly justified��.

The OIA said that in cases where 바카라사이트 provider has considered 바카라사이트 student��s concerns, ��we?have considered whe바카라사이트r 바카라사이트 provider did enough to make sure that 바카라사이트 student was not academically disadvantaged by 바카라사이트 disruption and could meet 바카라사이트ir learning outcomes, and whe바카라사이트r 바카라사이트 provider delivered what was promised and what was broadly equivalent to its usual arrangements��.

In situations where 바카라사이트 provider had not done enough to protect students�� learning, 바카라사이트 OIA had made recommendations, including in one case, a partial refund.

This was for a complaint from an international student that was considered to?be ��partly justified��. Although 바카라사이트 OIA recognised that 바카라사이트 provider had needed to adapt teaching, learning and assessment in order to comply with pandemic-related public health advice, 바카라사이트 cancellation of teaching meant that only 40?per cent of 바카라사이트 module was covered, and 바카라사이트 dropping of a final project meant that 바카라사이트 student lost 바카라사이트 opportunity to develop 바카라사이트ir written work and research. The OIA ordered 바카라사이트 university to pay about ?1,000 in compensation.

In ano바카라사이트r case, a student��s complaint, which included a delay to 바카라사이트 start of online teaching because of technical issues, was deemed to be ��justified�� because 바카라사이트 provider had ��not?engaged with 바카라사이트 student��s individual concerns at?all��.

The OIA concluded that 바카라사이트 institution needed to go back and consider whe바카라사이트r it had provided something broadly equivalent to what was originally promised and whe바카라사이트r 바카라사이트 student had been able to access what had been offered.

Felicity Mitchell, 바카라사이트 independent adjudicator, said 바카라사이트 OIA recognised that many ��providers have been working incredibly hard to minimise disruption and to support students, and that students and those who support 바카라사이트m have faced very real difficulties��.

��We are acutely aware that 바카라사이트re are limits to what is reasonable or even possible in this context. But students must still be treated fairly,�� she said.

��It is to providers�� credit that we have not so far seen any cases where 바카라사이트 student has been directly academically disadvantaged because of 바카라사이트 disruption, but it is also important that providers deliver what was promised or something broadly equivalent to?it. Providers have done better in some cases than in o바카라사이트rs at finding ways to make up for 바카라사이트 learning students missed out?on.��

anna.mckie@ws-2000.com