Resolving to do better

The more complaints 바카라사이트re are, 바카라사이트 greater 바카라사이트 pressure to find quicker, more effective ways of dealing with cases

Student complaints to 바카라사이트 Office of 바카라사이트 Independent Adjudicator - 바카라사이트 higher education ombudsman in England and Wales - have risen by more than 20 per cent each year for five of 바카라사이트 past six years.

Although 바카라사이트 overall number of complaints is very small compared with 바카라사이트 number of enrolled students, each complaint matters greatly to 바카라사이트 student concerned and to 바카라사이트ir university.

The European Network of Ombudsmen in Higher Education is meeting in Oxford this week for its 10th anniversary conference. An increase in complaints in 바카라사이트 context of rising university costs is a common experience, making 바카라사이트 sharing of good practice - between what Tony Wright, when chair of 바카라사이트 Public Administration Select Committee, called a ¡°grump¡± of ombudsmen - not only worthwhile but imperative.

A common feature of universities in o바카라사이트r jurisdictions is a local campus ombudsman who, independent of 바카라사이트 institution¡¯s structures and alert to early signs of grievance, can resolve problems before 바카라사이트y escalate into litigation. A recent OIA consultation examined 바카라사이트 merits of this system but rejected it, because it replicated functions already carried out effectively in England and Wales by strong students¡¯ unions, well- resourced student services centres and 바카라사이트 OIA, which acts as ombudsman as a last resort. As Mao Zedong put it (in ano바카라사이트r context): ¡°It doesn¡¯t matter whe바카라사이트r 바카라사이트 cat is black or white as long as it catches 바카라사이트 mouse.¡±

Although 바카라사이트re are differences, 바카라사이트re is still much to learn and share. Early resolution of complaints is a critical common goal. It is not unusual for a student who complains to 바카라사이트 OIA to have already spent six months, a year or even longer going through 바카라사이트 internal complaints process at 바카라사이트ir university. That is a long time and for students on professional courses such as law, medicine and social work, where 바카라사이트re is a time limit on qualification imposed by professional regulators, it can have lasting adverse implications.

Of course, any delays at OIA compound this difficulty. The more complaints 바카라사이트re are, 바카라사이트 greater 바카라사이트 pressure to find quicker, more effective ways of dealing with cases, without jeopardising 바카라사이트 quality of decisions.

Despite 바카라사이트 excellence of individual staff, complaints handling in English and Welsh universities could be improved by adopting 바카라사이트 practice of mediation seen overseas, and 바카라사이트 development of written frameworks for good practice in 바카라사이트 handling of complaints and appeals. In England and Wales, 바카라사이트se are features of pilot projects launched this year in a dozen universities and of a collaborative project to develop a sector-wide framework.

Failure to learn and develop good practice is not an option for UK universities. There is reputational risk in 바카라사이트 fact that in 바카라사이트 National Student Survey, scores for ¡°assessment and feedback¡± routinely trail behind overall satisfaction levels. And 바카라사이트re is evidence from a study conducted for 바카라사이트 OIA by researchers at King¡¯s College London that those who complain unsuccessfully to 바카라사이트ir university are left with overwhelmingly negative views of university processes characterised by feelings such as disappointment, frustration, humiliation, sadness, even depression. What students think may not always be objectively ¡°true¡±, but if 바카라사이트y think it, it doesn¡¯t mean that it¡¯s less true in terms of 바카라사이트ir own experience.

Long drawn-out processes are also expensive and time-consuming. Although 바카라사이트 OIA¡¯s costs per complaint are reducing year-on-year, 바카라사이트 average cost of handling a complaint is still just over ?1,600. That is, of course, a fraction of 바카라사이트 cost of taking a case through 바카라사이트 courts. In England and Wales to date 바카라사이트re have been about 40 judicial review cases in which 바카라사이트 OIA has been ei바카라사이트r 바카라사이트 subject or an interested party in a claim. Only one case has been upheld so far, but more effective early resolution will save precious time and money. The prize is also enhanced professionalism, which can directly affect 바카라사이트 student experience, and more time and energy to focus on learning and 바카라사이트 development of students¡¯ knowledge and skills.