As an ombuds scheme our case-handling processes and our work to share learning from complaints is generally informal. But we do have some more formal requirements that are set out in our Rules. We ask higher education providers to comply with these requirements - Rule 3.4 says, “All members of the OIA must comply with the Rules and their procedures and regulations must be compatible with the Rules”. We have processes for following up compliance and setting out what happens if a provider does not comply.
During and after our review
Providing information we have requested: Rules 12.4 and 12.6
We usually need to ask the higher education provider for information about the complaint when we are reviewing it. We expect providers to give us the information we ask for – without it, it is difficult if not impossible for us to fairly review the complaint.
Complying with our Recommendations - Rules 14.7 and 14.10
If we decide that the complaint is Justified or Partly Justified we normally make Recommendations to the provider. We expect the provider to comply with our Recommendations promptly, and this is important to give confidence to students who complain to us.
- What happens if a provider doesn’t comply with our Recommendations?
- What happens if a provider persistently delays in complying with our requests for information or Recommendations?
Additional Rules for Large Group Complaints Rule 14:
We expect providers to help us with the administration of our review of Large Group Complaints. Without this help it would be very difficult to manage large groups effectively.
- What happens if a provider doesn’t help us with the administration of our review of a Large Group Complaint?
Providing general information to help us carry out our work
We ask higher education providers to compile and send us other information we need to help us carry out our work. This includes, for example, information about Completion of Procedures Letters that the provider issues, and copies of its regulations and procedures.
Paying annual subscriptions
Higher education providers must pay an annual subscription fee which may include a case-related element.