This item was published during the term of a previous administration that ended in April 2007
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New powers to deal with student complaints
30/12/2003
Plans unveiled today will help improve the
accountability of Scotland's universities and colleges to
their students.
Deputy First Minister Jim Wallace announced proposals to
extend the remit of the Scottish Public Services Ombudsman
to cover Further and Higher Education Institutions
(HEIs).
All FE colleges and HEIs have their own internal
complaints procedures in place, which are open to their
students. The new plans will come into play if these
procedures have been exhausted.
Students will have the opportunity to refer complaints
not satisfactorily dealt with at a local level to the
Ombudsman, to help them resolve difficulties which may
exist.
The proposals have been welcomed by NUS Scotland, who
described them as being an important step in delivering a
high-quality, responsive education system for all of
Scotland's students.
Deputy First Minister Jim Wallace said:
"An open and robust complaints procedure is a hallmark
of an organisation striving for quality. Bodies receiving
public money must be open and accountable.
"Colleges and HEIs can be rightly proud of the current
levels of reported student satisfaction of the services
they provide - however, this does not mean that more cannot
be done.
"This move will help students across Scotland ensure
that they receive the level of service they have the right
to expect, and that any complaints they do have can be
dealt with effectively."
Backing the plans, NUS Scotland President Rami Okasha
said:
"Some students do encounter genuine problems on their
courses. Sometimes these problems can be solved in the
college or university, but other times they cannot.
"The new proposals are a massive step forward in dealing
with complaints when they have exhausted internal
complaints procedures. At the moment, many students have
nowhere to turn to.
"Allowing the Ombudsman to bring her experience to this
matter will be of comfort to students who have a genuine
complaint or grievance."
Plans to extend the remit of the Scottish Public Service
Ombudsman to cover Further and Higher Education
Institutions is a Partnership Agreement commitment.
The consultation period will run until 1 April 2004.
Details can be found
at
http://www.scotland.gov.uk/library5/education/nclhec-00.asp