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Contextual complaints data
What is the purpose of the project?
The purpose of the contextual complaints data project is to help providers compare complaints and appeals data in a more meaningful way. Once we have enough data we will share it, on an anonymous basis, with those providers who have participated in the project. Read more about the
project
.
Is participation voluntary?
Yes, your participation is voluntary. Participation will have no impact on how we review complaints.
What data should I provide?
Please provide data on
closed
higher education complaints and appeals.
What period of time should I submit data for?
Please provide data for complaints and appeals closed between 1 January 2019 and 31 December 2019.
But what if we collect data each academic year?
If you are unable to provide data for the calendar year 2019, please provide data on all complaints and appeals closed for an
entire 12 month period
and make a note of this in the comments box (e.g. 'data refer to 1 September 2018 to 31 August 2019').
What if I can't provide the data right now?
No problem, you can provide data to us later in the year (July or October 2020). This survey will remain open from now until June 2020.
Anything else?
When recording data about your internal processes please:
count group complaints as individual complaints (e.g. five students complaining as part of one group complaint equals five complaints);
include withdrawals and settlements in the total number of complaints or appeals; and
make a note in the comments box if complaints or appeals were received from students studying at partner institutions.
*
1.
Higher education provider details
(Required.)
Provider name
Email Address
*
Complaints process
Read about
higher education provider complaints processes.
*
2.
How many complaints completed the
formal stage
of your complaints process?
(Required.)
*
3.
How many complaints completed the
review stage
of your complaints process?
(Required.)
4.
How many of the
review stage
complaints were upheld, partly upheld, or not upheld?
Upheld
Partly upheld
Not upheld
5.
Do you have any comments about the number of formal or review stage complaints or outcomes?
Academic appeals process
Read about
academic appeals processes
.
*
6.
How many academic appeals completed the
formal stage
of the academic appeals process?
(Required.)
*
7.
How many academic appeals completed the
review stage
of the academic appeals process?
(Required.)
8.
How many of the
review stage
academic appeals were upheld, partly upheld, or not upheld?
Upheld
Partly upheld
Not upheld
9.
Do you have any comments about the number of formal or review stage academic appeals or outcomes?
Other internal processes
Other internal processes refers to academic and non-academic disciplinary, fitness to practise, fitness for study, and breaches of codes of conduct and regulations. Read about
other internal processes
.
Please only enter data in this section if these complaints and appeals have
not
been recorded above in questions 1 to 8.
10.
How many complaints or appeals completed the
formal stage
of these other internal processes?
Academic disciplinary
Non-academic disciplinary
Fitness to practise
Fitness for study
Breaches of codes of conduct & regulations
Other
11.
How many complaints or appeals completed the
review stage
of these other internal processes?
Academic disciplinary
Non-academic disciplinary
Fitness to practise
Fitness for study
Breaches of conduct & regulations
Other
12.
How many of these
review stage
complaints and appeals were upheld, partly upheld, or not upheld?
Upheld
Partly upheld
Not upheld
13.
Do you have any comments about these other internal processes?
