1. 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 2009-2010

2. 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

3. 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

4. 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

5. 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

6. Any questions? Contacts: Karen Kwok, Secretary to the Complaints Panel scp.info@cityu.edu.hk Lynn Tully, Manager (Quality Assurance) mltully@cityu.edu.hk http://www.cityu.edu.hk/stdcomplainthttp://www.cityu.edu.hk/stdcomplaint http://www.cityu.edu.hk/stdcomplaint http://www.cityu.edu.hk/stdcomplaint