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Formal Student Complaints Procedure Overview: Enhancing Feedback and Confidence

The Student Complaints Procedure, approved by the Senate and effective from Semester B 2009-2010, establishes a formal channel for addressing student grievances. Aimed at enhancing communication and trust, the process includes a three-stage procedure — informal resolution at the local level, formal submissions to the Vice President (Student Affairs), and appeals to the President. The procedure is vital for gathering student feedback and making continuous improvements while ensuring fair treatment and consistency. Key contacts for inquiries are provided for further assistance.

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Formal Student Complaints Procedure Overview: Enhancing Feedback and Confidence

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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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