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.

Question Title

* 1. Higher education provider details

Complaints process
Read about higher education provider complaints processes.

Question Title

* 2. How many complaints completed the formal stage of your complaints process?

Question Title

* 3. How many complaints completed the review stage of your complaints process?

Question Title

* 4. How many of the review stage complaints were upheld, partly upheld, or not upheld?

Question Title

* 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.

Question Title

* 6. How many academic appeals completed the formal stage of the academic appeals process?

Question Title

* 7. How many academic appeals completed the review stage of the academic appeals process?

Question Title

* 8. How many of the review stage academic appeals were upheld, partly upheld, or not upheld?

Question Title

* 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.

Question Title

* 10. How many complaints or appeals completed the formal stage of these other internal processes?

Question Title

* 11. How many complaints or appeals completed the review stage of these other internal processes?

Question Title

* 12. How many of these review stage complaints and appeals were upheld, partly upheld, or not upheld?

Question Title

* 13. Do you have any comments about these other internal processes?

( Privacy & Cookie Notice

T