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Learning from Complaints

Understand the OIA approach to handling complaints from postgraduate and international students, including key themes, examples, and statistics. Explore underlying causes, supervision challenges, cultural issues, and communication hurdles. Dive into case studies and scenarios to grasp the complexities of dealing with international students' concerns.

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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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