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Student Complaints Procedure

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. Why a formal Student Complaints procedure?.

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Student Complaints Procedure

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  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/stdcomplaint

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