Student Complaints ProcedureStudent Complaints Procedure

Senate approved in Senate approved in principle Jan 2009principle Jan 2009

First draft approved by First draft approved by SCUS & BGS April 2009SCUS & BGS April 2009

Final Senate approval of Final Senate approval of revised proposal Nov 2009revised proposal Nov 2009

Effective as of Semester B Effective as of Semester B 2009-20102009-2010

Why a formal Student Complaints Why a formal Student Complaints procedure?procedure?

Lack of formal channel could Lack of formal channel could demotivate studentsdemotivate students

Possible variability in Possible variability in treatment – undermines treatment – undermines confidence in systemconfidence in system

Open to accusations of bias Open to accusations of bias or indifferenceor indifference

Important source of student Important source of student feedback for improvementfeedback for improvement

Student Complaints: ScopeStudent Complaints: Scope

Does NOT cover:Does NOT cover: Academic reviewAcademic review Committee decisions on disciplineCommittee decisions on discipline Complaints about conduct of studentsComplaints about conduct of students Complaints against the PresidentComplaints against the President Complaints about SU or CUPAComplaints about SU or CUPA

Student Complaints: Main FeaturesStudent Complaints: Main Features

3 stage procedure3 stage procedure Informal – at local levelInformal – at local level Formal – to VP(SA)Formal – to VP(SA) Appeals – to PresidentAppeals – to President Improved record-keepingImproved record-keeping Annual report to QACAnnual report to QAC

Handling complaints successfullyHandling complaints successfully

Early evaluation – what is the Early evaluation – what is the complaint really about?complaint really about?

Manage expectations – find out Manage expectations – find out what the student wantswhat the student wants

Be objective – don’t take sidesBe objective – don’t take sides Keep the student informedKeep the student informed Take ownership Take ownership Know the procedure – when to Know the procedure – when to

refer the complaint elsewhererefer the complaint elsewhere

Any questions?Any questions?ContactsContacts::

Karen Kwok, Secretary to the Karen Kwok, Secretary to the Complaints PanelComplaints Panel

scp.info@cityu.edu.hk

Lynn Tully, Manager (Quality Lynn Tully, Manager (Quality Assurance)Assurance)

mltully@cityu.edu.hk

http://www.cityu.edu.hk/stdcomplaint