Student Grievance Procedure
Introduction If a student has a complaint or grievance about any aspect of student life, it should be raised with an appropriate person at the earliest opportunity, as complaints that are dealt with informally at an early stage have the best chance of being resolved effectively. This includes complaints relating to supervision or teaching, which should not be raised for the first time at a formal examination appeal. The Institute will make every effort to deal with complaints sympathetically. It is helpful for students to concentrate on desired outcomes. Students may raise complaints jointly if they wish. Time limits
The Institute may not entertain complaints or grievances that are made substantially after the matters complained about, unless there is good reason for the delay.
Examination and other academic appeals The Open University has a clearly defined formal appeal procedure for academic matters; ‘a request for a review of a decision taken by an individual or academic body charged with making decisions about students’ progression, assessment, and awards’. These issues should be raised directly through the Open University as outlined in the Queries and Appeals Process (http://www3.open.ac.uk/our-student-policies/pdf/appeals.pdf).
Grievances covered by this procedure
We define a grievance as ‘an expression of dissatisfaction concerning the provision of a program of study or related academic or administrative service. This definition does not include complaints that arise out of matters covered by specific Institute policies. These include scientific misconduct, racial or sexual harassment, or reasonable accommodations, which are covered under related SIMR policies and the relevant regulations.
Dignity at work and study
The Institute has policies on dignity at work and study, sexual harassment and equality and diversity. The Institute will not tolerate discrimination and harassment and will take immediate steps to protect all members, including students, from harassment or bullying.
First Steps In the first instance a student should raise a complaint with an appropriate member of staff. This may be the student's supervisor, the Research Degree Coordinator, or the Scientific Director.
Confidentiality If information is to be kept confidential, the student should make this clear to the person to whom a complaint is made. Students should understand that in exceptional circumstances it may be difficult for confidentiality to be respected, for instance where a criminal offense has been disclosed. Students should also understand that in some circumstances the demand for confidentiality may make it difficult for the Institute to assist them with their grievance. If confidentiality is a problem, students are advised to discuss how their grievance might be addressed with the VP for Administration.
Advisory/Complaint Panel Where informal procedures have failed to resolve the problem, a student may bring a complaint or grievance to the VP for Administration, who will act impartially and will be happy to give advice to students about any matter of concern to them. In some cases, in co-operation with the Research Degree Coordinator or other individuals, the VP for Administration may be able to sort out the student's difficulty. Where that is not possible, provided the student is willing, complaints and grievances will be referred to an ad hoc Advisory/Complaint Panel comprised of one senior faculty member, one junior faculty member, and one senior-level student or postdoctoral who, together, will find a resolution to the problem.
The Advisory/Complaint Panel will discuss the matter with those about whom the complaint is made, and, in an appropriate manner, recommend a resolution to the Research Degree Coordinator and the Scientific Director. The Panel will act promptly and the process is confidential. When the dispute is resolved, the mediator may put an agreement between the parties in writing for their benefit. If the dispute remains unresolved, the Panel will discuss the reasons with the student and take no further part in the complaints process. The Panel may make recommendations to the Institute to prevent similar difficulties from arising again in the future. Appeal Procedure
If the dispute is unresolved, the student may nevertheless have received a satisfactory explanation and decline to take the matter further. If the student remains unsatisfied, however, he or she may take the complaint, grievance, or appeal to the President and CEO of the Institute. The complaint must be in writing and make clear the exact nature of the complaint and the desired outcomes.
On receipt of the complaint the President and CEO will review all available information related to the complaint and respond in writing to the student within 30 days from receipt of the complaint. The grievance/complaint procedure ends with the President and CEO and his decision is final.
Final Recourse: Open University and The UK based Independent Adjudicator When an OU student has completed internal review and complaints procedure as outlined above with the Stowers Institute, he or she may, if still dissatisfied, ask first the Open university as outlined in their complaints procedure (http://www3.open.ac.uk/our-student-policies/pdf/complaints.pdf) and, if still dissatisfied, the U.K. National Independent Adjudicator to review the matter. This independent adjudication service is free to students. Please note that there are time limits for applying, and some limits as what can be reviewed. Information about the service is given at http://www.oiahe.org.uk/.
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