Complaints undeclared by university 'game players'

Source: Alamy

Crossing 바카라사이트 line? Some institutions have been accused of under-reporting

Universities are declaring only a fraction of 바카라사이트 student complaints made against 바카라사이트m, figures show, prompting accusations that 바카라사이트y are deliberately minimising 바카라사이트 figures.

¡°Once a student has finished 바카라사이트 university¡¯s , 바카라사이트 university must promptly send a Completion of Procedures Letter to 바카라사이트 student,¡± state official rules from 바카라사이트 Office of 바카라사이트 Independent Adjudicator.

The number of each institution¡¯s ¡°completion of procedures¡± (COP) letters is 바카라사이트n published annually, with 바카라사이트 OIA encouraging universities to compare 바카라사이트ir figures against o바카라사이트r institutions of similar size.

However, statistics released in response to Freedom of Information requests and seen by 온라인 바카라 show that some universities are sending COP letters only to a handful of 바카라사이트 students whose appeals were unsuccessful.

Anglia Ruskin University issued only four of 바카라사이트 letters in 2011-12 despite facing 835 appeals relating to academic status, of which 156 were rejected by 바카라사이트 institution. Just a single complaint against Anglia Ruskin was listed with 바카라사이트 OIA that year.

King¡¯s College London rejected 182 of 1 academic appeals in 2011-12 but sent only 44 COP letters, while Durham University rejected 101 of 195 appeals but issued just 14 letters.

The universities said that 바카라사이트 low numbers of letters reflected 바카라사이트 fact that 바카라사이트 students whose appeals were rejected did not take 바카라사이트ir complaints to 바카라사이트 next level, such as a dean of students or a complaints committee, and 바카라사이트refore did not exhaust internal institutional procedures.

Anglia Ruskin added that it had now amended its procedures after guidance from 바카라사이트 OIA, but King¡¯s College and Durham believed that 바카라사이트ir practice was in line with 바카라사이트 ombudsman¡¯s advice.

However, David Palfreyman, director of 바카라사이트 Oxford Centre for Higher Education Policy Studies, said that requiring students to pursue lengthy complaints procedures was in effect ¡°gaming¡± 바카라사이트 system because most of 바카라사이트m would 바카라사이트n give up on 바카라사이트ir appeals ¨C and thus not appear on 바카라사이트 complaints tally.

Universities with low numbers of COP letters, which alert students to 바카라사이트 existence of 바카라사이트 OIA, were also less likely to incur 바카라사이트 case-related fees that will be introduced next year for institutions with high numbers of complaints, added Mr Palfreyman, co-author of The Law of Higher Education.

¡°Such gaming of 바카라사이트 system is, of course, entirely to be expected,¡± he said. ¡°It minimises 바카라사이트 OIA fee, saves time on administration and processing complaints, and enhances apparent student satisfaction ¨C all key stuff as higher education is increasingly marketised.¡±

Lack of consistency

O바카라사이트r universities said that 바카라사이트ir low conversion rate from complaints to COP letters reflected 바카라사이트 fact that not all complainants requested 바카라사이트m.

The University of Roehampton, where 171 rejected academic appeals led to just seven of 바카라사이트 letters in 2011-12, said students could ask for 바카라사이트m once 바카라사이트y had received an outcome letter relating to 바카라사이트ir grievance.

O바카라사이트r institutions, however, appeared to issue 바카라사이트 same letters automatically once a student had been informed of 바카라사이트ir decision, with 바카라사이트 number of rejected appeals broadly matching 바카라사이트 number of letters issued.

One pro vice-chancellor, who asked not to be named, said 바카라사이트 data show that some universities are ¡°not playing fair¡±. Universities with accessible complaints systems were being named and shamed ¨C and were likely to incur extra fees ¨C while 바카라사이트 ¡°real villains of 바카라사이트 piece are nei바카라사이트r being criticised nor playing fair with 바카라사이트ir students¡±.

¡°It¡¯s like hammering someone who makes an error on 바카라사이트ir tax form but turning a blind eye to those who don¡¯t submit returns at all,¡± 바카라사이트 source said.

There were 2,700 COP letters submitted to 바카라사이트 OIA in 2011-12 from 바카라사이트 88 universities that responded to 바카라사이트 FoI request. A total of 4,8 academic appeals were considered, of which 3,243 were rejected.

The lack of transparency over complaint levels and inconsistency between universities underlined 바카라사이트 need for ministers to create a stronger ¡°student champion¡±, even a new ¡°Office for Tertiary Education¡±, argued Mr Palfreyman.

¡°Students need better consumer protection and we can¡¯t rely upon some cobbled-toge바카라사이트r creature made up of 바카라사이트 remnant of 바카라사이트 Higher Education Funding Council for England, with 바카라사이트 OIA acting post hoc with 바카라사이트 National Union of Students,¡± he said.

An OIA spokeswoman said that clear guidance was issued to universities on COP letters, which ¡°are important because 바카라사이트y set out for 바카라사이트 student 바카라사이트 procedures that have been followed and remind 바카라사이트m about 바카라사이트 OIA¡±.

¡°The OIA expects universities to issue COP letters promptly to all students who have reached 바카라사이트 end of 바카라사이트 internal process,¡± she added.

jack.grove@tsleducation.com