Student Complaints Procedure  Senate approved in principle Jan 2009  First draft approved by SCUS & BGS April 2009  Final Senate approval of revised proposal Nov 2009  Effective as of Semester B

Why a formal Student Complaints procedure?  Lack of formal channel could demotivate students  Possible variability in treatment – undermines confidence in system  Open to accusations of bias or indifference  Important source of student feedback for improvement

Student Complaints: Scope Does NOT cover:  Academic review  Committee decisions on discipline  Complaints about conduct of students  Complaints against the President  Complaints about SU or CUPA

Student Complaints: Main Features  3 stage procedure  Informal – at local level  Formal – to VP(SA)  Appeals – to President  Improved record-keeping  Annual report to QAC

Handling complaints successfully  Early evaluation – what is the complaint really about?  Manage expectations – find out what the student wants  Be objective – don’t take sides  Keep the student informed  Take ownership  Know the procedure – when to refer the complaint elsewhere

Any questions? Contacts: Karen Kwok, Secretary to the Complaints Panel Lynn Tully, Manager (Quality Assurance)