CHAPTER ONE

INTRODUCTION

1.1 Introduction

A complaint is an expression of dissatisfaction by one or more students about the institutions’ action, inaction or standards of service which have been provided by or on behalf of the institution, on or off the campus, which the student(s) have not been able to resolve through informal processes. The following are not normally dealt with as complaints under this procedure:

• A complaint about an admissions decision,
• A concern about a decision made by an academic body regarding student progression, academic assessment and awards
• Dissatisfaction about the outcome of an academic misconduct process,
• A concern about bullying or harassment by a student
• A complaint about the role of representatives of the Students’ Union;

Where a complaint involves multiple issues, which do not fall neatly into the category of complaint (e.g. because it also covers issues that fall within the remit of academic appeals or other procedures), with written agreement of all parties, the matters may be considered together. Depending on the individual circumstances of each incident, the institution reserves the right to either suspend one procedure pending the outcome of the other, or decide not to pursue a procedure in favour of the other [1].

1.2 Background of the Study

Students may make complaints about any unit, function or service provided by the Institution or on behalf of the institution. The definition of a complaint is necessarily broad and therefore the list provided is intended to guide users, and is not intended to be exhaustive. A complaint may relate to the following issues:

• The quality or standard of any service provided or failure to provide a service
• The quality of facilities or learning resources
• The failure of the institution to follow an appropriate administrative process
• Unfair treatment or inappropriate behaviour by a student or a staff member
• An alleged action or inaction by the institution or a member of its staff

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