Student Complaint Procedure – Wider Consultation & Feedback Opportunity
As part of the regular review of the Student Complaints Policy and Procedure that took place in 2021, the working group would now like to welcome any wider consultation and feedback on the updated Student Complaints Procedures. As per the Policy Procedure Guidelines and in consultation with legal, please can you provide any feedback you may have on the changes being made to the proposed updated Procedure by email by COB Friday 25 March.
After stakeholder consultation and benchmarking, the following changes have been suggested:
Minor Changes:
| Section of Procedures |
Reason for change
|
| Section 2(n)
|
Addition of Human Rights Act 1993 clause as a result of benchmarking other polytechnics |
| Section 3 & 4
|
Sections 3 & 4 interchanged to help learners get to the support information first |
| Section 3
|
Linked webpages provide useful information and advisor booking links |
| Section 4
|
Improved guidelines to resolve concerns informally |
| Section 5(c)
|
Linking the Complaint Management Policy to the Medical Centre webpage |
| Section 5(d)
|
The procedure is made for Unitec students and section 10 is for both domestic and international as such some wordings were deemed not required |
| Section 6(b)
|
Clarification of timeline and designation amendment |
| Section 7(a)
|
Additional wording to clarify investigator query |
| Section 8(a)
|
This acts as a reminder to adhere to section 7(b) of the procedures to liaise with HRBP to ensure staff complaints are dealt in accordance with Unitec HR policies. |
| Section 8(b)
|
Sentence structure ammended |
| Section 8(c)
|
Updating the form name |
| Section 9(c)
|
Deletion of abbreviation |
| Section 10(a)(b)
|
Deletion of expired Domestic and International Codes of Practice and updating with new code of practice link and information. |
| Section 10 (c)
|
Sentence structure, deletion of abbreviation Addition of the Tertiary Education Dispute Resolution for domestic students |
| Section 12
|
Updating form name, clarifying where it is a form and addition of guidelines for resolving complaints informally |
| Section 13 | Updating with job title of current policy sponsor |
_________________________________________________________________
Major Changes:
| Section of Procedures
|
Reason for change |
| Section 7(f) | Reducing number of days to provide outcome to make it more student centered. Benchmarking with other institutes indicated our timeline was longer than most others. E.g. MIT states outcomes will be delivered in 10 working days. |
_________________________________________________________________
As per the Policy Procedure Guidelines and in consultation with legal, please can you provide any feedback you may have on the changes being made to the proposed updated Procedure by email by COB Friday 25 March.