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OIA Early Resolution of Student Disputes

The OIA Early Resolution of Student Disputes Kingston University project was launched on 12th March 2013. Not only is the Kingston University pilot project part of an initiative set up by Office of the Independent Adjudicator for Higher Education but the Quality Assurance Agency are also very supportive of the project and pleased that Kingston is leading on the initiative.

One of the aims of the project is to raise awareness of how important it is for students to feel fully ‘heard and understood’ when they first raise a concern or complaint. We would, therefore, like to offer colleagues at Kingston who deal first hand with student complaints a workshop on complaint handling skills. The workshop would be delivered by trained and accredited mediators from Kingston Law School. It is intended that these workshops would allow colleagues the opportunity to discuss and practice skills that are effective in handling student complaints. The ultimate aim is to enable  early resolution of the complaint  in the hope of avoiding progression to the formal complaints process.

In our view, the workshops are  very timely  as the Kingston complaints handling policy is currently being re-drafted to require informal resolution to be explored (which may include mediation)  before students can progress to stage one of the complaints process. This will come into effect in the next academic year. If you and/or your colleagues are interested in attending a workshop then please contact susan.watson@kingston.ac.uk