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Learning from Complaints

Learning from Complaints . OIA Policy Seminar Postgraduate Study & International Students 21 January 2010 Susanna Reece Deputy Adjudicator. OIA approach .

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Learning from Complaints

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  1. Learning from Complaints OIA Policy Seminar Postgraduate Study & International Students 21 January 2010 Susanna Reece Deputy Adjudicator

  2. OIA approach • The OIA’s approach to complaints from postgraduate and/or international students is not fundamentally different to that taken in other complaints • However, there are a number of distinguishing features that may have an impact on our review, findings and recommendations.

  3. Annual Report 2008 – some statistics • 900 student complaints received • 355 (39%) postgraduates • 69 of those PhD students • Nationally, 23% postgraduate • 322 (36%) international students • 201 Non-EU students • 72 EU students • Institutionally, range from <3% to 49.3%

  4. Underlying causes? • Postgraduate students more likely to be older, self-funding or sponsored, part-time, international • International students in addition may have a range of cultural expectations about life and study

  5. Key Themes – PG students • Professional diplomas and FTP • Taught Master’s courses • Research degrees at Master’s level • PhD programmes

  6. Key Themes – PG students • Progression and exit awards • Supervision • Examiners and the viva • Plagiarism and fair procedures

  7. OIA examples – PG complaints • Levels of study • Expectations about independent study • Taught master’s programme where tutor went to another institution and e-mailed • Progression • Failure of systems to monitor progress • PhD student with examiners appointed but who had written no work

  8. OIA examples – PG complaints • Supervision • Qualifications of supervisors • Inadequate supervision • Internal or external evidence of failure? • PhD Examiners and the viva • Qualifications of examiners • Issues of bias and fair process

  9. Key Themes – International • Language skills • Expectations from self and others • Progression and exit awards • Communication • Cultural issues • Higher duty of care?

  10. OIA examples - International • Language skill - an admissions issue? • Previous experience – how evaluated? • IELTS scores • What if language requirements change? • Funding and sponsorship • High levels of financial commitment • Government support based on outcome

  11. OIA examples - International • Clarity of communication • Handbooks/online resources • Face to face communication • Procedural fairness • Cultural issues • Assumptions and expectations • Additional responsibilities 11

  12. International students – the OIA challenge • Case studies/digest for more • Consider a number of scenarios: • A Rwandan war refugee – student nurse • An Iraqi Kurd – international law • A government-sponsored PhD • A Chinese engineering student 12

  13. International students – the OIA challenge • Treatment of international students • A serious issue for HEIs and students • Even not justified OIA decisions can raise questions about admission and support • New PBS for student visas 13

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