Equality and Diversity Annual
Report 2013
Monitoring data
Student Complaints
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Published: November 2013
Comments or queries about this report are welcomed and should be sent for the attention of the Head of Equality and Diversity.
The Equality, Diversity and Information Rights Team
University Secretary’s Office
The Open University
Walton Hall
Milton Keynes
MK7 6AA
Tel01908 652867 / 652566
Minicom01908 653074
Web
Student Complaints
General
About Student Complaints
The Open University operates separate procedures for complaints and appeals. A complaint is defined as ‘an expression of dissatisfaction concerning the provision of a programme of study or related academic or administrative service, when the complainant has drawn his or her concern to the attention of the University and is not satisfied with the response’.
An appeal is defined as ‘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’.
There are three stages to either a complaint or an appeal. If a student is dissatisfied with the response they receive following their making of a stage 1 complaint/appeal they can escalate their complaint/appeal and make a stage 2 complaint / appeal. Similarly if they are still unhappy following the response to their complaint/appeal at stage 2 they can make a stage 3 complaint/appeal. Therefore the same complaint/appeal from the same student may be counted 3 times in statistical data if their complaint has been considered at all 3 stages of the procedure.
If the student remains dissatisfied with the outcome of their complaint/appeal following the University’s response at stage 3 then the student may contact the Office of the Independent Adjudicator for Higher Education (OIA) and request that they conduct a review of their complaint. This stage in the procedure is known as ‘stage 3+’ which also includes any applications to Court made by students.
Data is collected via The Open University’s customer relations management system (VOICE), from which monthly and annual reports are produced. The reports include data on age, gender, ethnicity and those who have declared a disability or additional requirements to the University.
All students, including undergraduate, postgraduate and research students are included in the Complaints and Appeals reporting procedures once they have made a formal complaint to the University.
Notes on the data
The annual Complaints and Appeals Office report is produced from data collected from January to December to match the data reported by the OIA; however, the reporting period for equality and diversity data is 1 August 2011 to 31 July 2012 in order to enable comparison with the data produced in respect of equality and diversity on the total student population. Trend data is provided in charts for ease of reference. The trend data varies for each category as the recording mechanisms have been introduced over a number of years. Specifically the data is provided over a six year period for all complaints and appeals at stages 1 – 3 for ethnicity, disability and gender, and a five year period for age and all Stage 3+ cases.
In previous years the comparison data within the report has varied by category. This is because the data available from the Information Office is not complete for all areas. The figures for students by age and by gender include All UK students and all non-UK students studying UG + PG courses. They also include Overseas students, all Research students and ITE students. The University does not have robust disabilitystatistics for Overseas students, therefore this group has been left out of the calculations on students with disabilities. Nor does the University have robust ethnicity data on Overseas students. Also non-UK students have their own particular data (by domicile and geographic region). Therefore both these groups are left out of the ethnicity calculations for the participation headcount for 2011/12.
The data for this report was extracted on 27 March 2013.
Complaints and Appeals
The total number of complaints and appeals received from students in the period 1 August 2011 to 31 July 2012 is 2487 (excluding Stage 3+). This represents an increase of 12%.
Complaints
The total number of complaints received from students in the period 1 August 2011 to 31 July 2012 is 1096 (excluding Stage 3+). This is a decrease of 3.5% compared to the previous reporting period.
Appeals
The total number of appeals received from students in the period 1 August 2011 to 31 July 2012 is 1391 (including TMA Appeals and excluding Stage 3+). This is an increase of 28% since 2010/11.
Office of the Independent Adjudicator for Higher Education
The total number of cases reviewed by the Office of the Independent Adjudicator for Higher Education (OIA) in the period 1 August 2011 to 31 July 2012 is 72 which is an increase of 36% on the previous reporting period.
Student Complaints
General
About Student Complaints
Equality related complaints/appeals
Table 1below shows the number of equality related complaints and appeals received at stage 3 of the complaints and appeals procedures, and whether these were upheld following investigation by the University. Table 2 shows the number of equality related cases investigated by the OIA in the period 1 August 2011to 31 July 2012and whether these were upheld or not. It should be noted that a post hoc judgment has been made in each stage 3 case as to whether the issue complained of is of an equality related nature. The Complaints and Appeals Office does not have a systems facility to record whether a complaint/appeal is equality-related.
Table 1: Equality related nature and outcomes of complaints and appeals received at stage 32011/12
Nature (equality related) / No. stage 3 cases / Outcomes / Resulting action takenNo. Upheld / No. Dismissed / No. settled / Change for individual (e.g. compensation/fee waiver/special arrangement) / Change for all students (i.e. policy/procedure change) / No change
Age / 1 / 0 / 1 / 0 / 0 / 0 / 0
Disability:
-- course materials / 0 / 0 / 0 / 0 / 0 / 0 / 0
-- examinations and assessment / 14 / 2 / 11 / 1 / 1 / 0 / 14
- Disabled Students’ Allowance problems / 8 / 0 / 7 / 1 / 0 / 0 / 8
-- other / 4 / 1 / 3 / 0 / 1 / 0 / 4
Ethnicity/Race / 1 / 0 / 1 / 0 / 0 / 0 / 2
Gender / 0 / 0 / 0 / 0 / 0 / 0 / 0
Religion/belief / 0 / 0 / 0 / 0 / 0 / 0 / 0
Sexual orientation / 0 / 0 / 0 / 0 / 0 / 0 / 0
Student Complaints
General
About Student Complaints
Table 2: Equality related nature and outcomes of complaints and appeals received at stage 3+ 2011/12
Nature (equality related) / No. stage 3+ cases / Outcomes / Resulting action takenNo. Upheld / No. Dismissed / No. outstanding outcomes / Other (settled, not proceeded with) / Change for individual (e.g. compensation/fee waiver/special arrangement) / Change for all students (i.e. policy/procedure change) / No change
Age / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Disability:
-- course materials / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
-- examinations and assessment / 9 / 1* / 7 / 0 / 1 / 1 / 0 / 8
- Disabled Students’ Allowance problems / 3 / 0 / 1 / 1 / 0 / 0 / 0 / 3
-- other / 2 / 0 / 2 / 0 / 0 / 0 / 0 / 2
Ethnicity/Race / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Gender / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Religion/belief / 1** / 0 / 1 / 0 / 0 / 0 / 0 / 0
Sexual orientation / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
* Case found ‘partly justified’** Case only partly about equality related issue
Student Complaints
Age
Complaints and Appeals
The table below provides a breakdown of the total number of Complaints and Appeals received by the Open University in 2011/12from students by age when making their complaint. This is then compared to the overall University student population.
Table 3: Complaints and appeals cases, by age, 2011-12
25 and under / 26-35 / 36-45 / 46-55 / 56 and over / Known total / Unknown / Grand TotalS1 complaints / 107 / 256 / 71 / 206 / 175 / 815 / 0 / 815
S2 complaints / 27 / 55 / 12 / 61 / 43 / 198 / 0 / 198
S3 complaints / 12 / 20 / 7 / 21 / 23 / 83 / 0 / 83
Complaints total / 146 / 331 / 90 / 288 / 241 / 1096 / 0 / 1096
S1 appeals / 126 / 158 / 51 / 160 / 132 / 627 / 0 / 627
S2 appeals / 61 / 69 / 35 / 54 / 52 / 271 / 0 / 271
S3 appeals / 28 / 18 / 29 / 28 / 34 / 137 / 0 / 137
TMA Appeals / 39 / 92 / 89 / 84 / 52 / 356 / 0 / 356
Appeals total / 254 / 337 / 204 / 326 / 270 / 1391 / 0 / 1391
Total Complaints and Appeals / 400 / 668 / 294 / 614 / 511 / 2487 / 0 / 2487
OIACases / 3 / 17 / 22 / 18 / 12 / 72 / 0 / 72
Participation % all UK and all non-UK students studying UG + PG courses including overseas, Research and ITE students 2011/12 / 39231 / 64569 / 52997 / 30701 / 17089 / 204587 / 0 / 204587
Participation % all UK and all non-UK students studying UG + PG courses including overseas, Research and ITE students 2011/12 / 19.18% / 31.56% / 25.90% / 15.01% / 8.35% / 100% / 0 / 100%
Complaints and Appeals % / 17% / 27% / 12% / 24% / 20% / 100% / 0 / 100%
Complaints % / 13% / 30% / 8% / 26% / 23% / 100% / 0 / 100%
Appeals % / 18% / 24% / 15% / 24% / 19% / 100% / 0 / 100%
OIA Cases % / 4% / 24% / 30% / 25% / 17% / 100% / 0 / 100%
Student Complaints
Age
Complaints and Appeals
Chart 1: Complaints and appeals cases, by age, 2007/08–2011/12
This chart demonstrates a significant increase in the number of students within the 25 and under age category that have raised a formal complaint or appeal. The increase is most significantly seen within appeals. As it is the first year that such a significant difference has arisen it is impossible to tell at this stage whether the trend will continue.
Chart 2: OIA cases, by age, 2007/08– 2011/12
This chart also reflects an increase in the number of students under the age of 25 who have submitted formal complaints and appeals. However the reduction in volume submitted by those in the 36 – 45 age bracket is not reflected here. Rather the decrease appears to be in the 56 and over category.
Student Complaints
Age
Complaints and Appeals
Chart 3: Participation of all UK and non UK studentsincluding UG and PG, ITT students, Overseas Special Scheme students and full and part time Research Degree students by age, 2007/08 to 2011/12
Student Complaints
Disability
Complaints and Appeals
The table below provides a breakdown of the total number of Complaints and Appeals received by the Open University in 2011/12 from students with a declared disability and those without. This is then compared to the overall University student population (excluding overseas students).
Table 4: Complaints and appeals cases, by disability, 2011/12
Declared Disability / No Declared Disability / Known Total / Unknown / Grand TotalS1 complaints / 197 / 618 / 815 / 0 / 815
S2 complaints / 66 / 132 / 198 / 0 / 198
S3 complaints / 30 / 53 / 83 / 0 / 83
Complaints total / 293 / 803 / 1096 / 0 / 1096
S1 appeals / 131 / 496 / 627 / 0 / 627
S2 appeals / 70 / 201 / 271 / 0 / 271
S3 appeals / 40 / 97 / 137 / 0 / 137
TMA Appeals / 84 / 272 / 356 / 0 / 356
Appeals total / 325 / 1066 / 1391 / 0 / 1391
Total Complaints and Appeals / 618 / 1869 / 2487 / 0 / 2487
OIA Cases / 25 / 47 / 72 / 0 / 72
Participation headcount - all UK students studying UG + PG courses including all Research students and ITE students 2011/12. This data excludes Overseas students / 17203 / 182735 / 199938 / 0 / 199938
Participation all UK students and studying UG + PG courses including all Research students and ITE students 2011/12.This data excludes Overseas students / 8.6% / 91.4% / 100% / 0 / 100%
Complaints and Appeals % / 24.8% / 75.2% / 100% / 0 / 100%
Complaints% / 26.7% / 73.2% / 100% / 0 / 100%
Appeals% / 23.4% / 76.6% / 100% / 0 / 100%
OIA Cases % / 35% / 65% / 100% / 0 / 100%
Student Complaints
Disability
Complaints and Appeals
Chart 4: Complaints and appeals cases, by disability, 2006/07 – 2011/12
Chart 5: OIA cases, by disability, 2006/07 –2011/12
Student Complaints
Disability
Complaints and Appeals
Chart 6: Participation of all UK and including UG and PG, ITT students, and full and part time Research Degree students, but excluding students resident overseas,registered in 2011/12 with a declared Disability and Additional Requirements (DAR) marker compared with previous years.
As in previous years the proportion of complainants/appellants who have a declared disability is much higher than would be expected in comparison with the student population. The percentage of complainants and appellants with a declared disability has slightly increased in this reporting period compared to the previous years.
It should be noted that the complaints and appeals received from students with a disability are not all complaints about disability related issues.
Student Complaints
Ethnicity
Complaints and Appeals
The table below provides a breakdown of the total number of Complaints and Appeals received by the Open University in 2011/12 from students by ethnicity. This is then compared to the overall University student population.
Table 5: Complaints and appeals cases, by ethnicity, 2011/12
Asian and black / Mixed and other / Ethnic minorities Total / White / Known Total / Unknown or refused / Grand TotalS1 Complaints / 57 / 17 / 74 / 694 / 768 / 47 / 815
S2 Complaints / 14 / 5 / 19 / 169 / 188 / 10 / 198
S3 Complaints / 8 / 3 / 11 / 66 / 77 / 6 / 83
Complaints Total / 79 / 25 / 104 / 929 / 1033 / 63 / 1096
S1 Appeals / 92 / 28 / 120 / 471 / 591 / 36 / 627
S2 Appeals / 29 / 21 / 50 / 204 / 254 / 17 / 271
S3 Appeals / 13 / 12 / 25 / 100 / 125 / 12 / 137
TMA Appeals / 33 / 16 / 49 / 287 / 336 / 20 / 356
Appeals Total / 167 / 77 / 244 / 1062 / 1306 / 85 / 1391
Total Complaints & Appeals / 246 / 102 / 348 / 1991 / 2339 / 148 / 2487
OIA cases / 6 / 2 / 8 / 51 / 59 / 13 / 72
Participation headcount all UK students studying UG + PG courses including all Research and ITE students 2011/12. / 13586 / 4846 / 18432 / 166338 / 184770 / 3723 / 188493
Participation % all UK students studying UG + PG courses including all Research students and ITE students 2011/12 / 7.2% / 2.57% / 9.77% / 88.24% / 98.02% / 1.98% / 100%
Complaints and Appeals % / 9.9% / 4.1% / 14% / 80% / 94% / 6% / 100%
Complaints% / 7.2% / 2.3% / 9.5% / 85% / 94% / 6 % / 100%
Appeals% / 12% / 5.5% / 17.5% / 66.8% / 93.9% / 6.1% / 100%
OIA Cases % / 8% / 3% / 11% / 71% / 82% / 18% / 100%
Student Complaints
Ethnicity
Complaints and Appeals
Chart 7: Complaints and appeals cases, by ethnicity, 2006/07 – 2011/12
Chart 8: OIA cases, by ethnicity, 2006/07 – 2011/12
Student Complaints
Ethnicity
Complaints and Appeals
Chart 9: Participation of all UK studentsincluding UG and PG, ITT studentsand full and part time Research Degree students but excluding all overseas and non-UK students,by ethnicity, 2006/07 – 2011/12
The charts above reflect that the volume of complainants and appellants from black and ethnic minority students is proportional to the University student population. Again, the low number of students taking complaints to the OIA means it is difficult to draw conclusions regarding ethnicity.
Student Complaints
Gender
Complaints and Appeals
The table below provides a breakdown of the total number of Complaints and Appeals received by the Open University in 2011/12 from students by gender. This is then compared to the overall University student population.
Table 6: Complaints and appeals cases, by gender, 2011/12
Male / Female / Known Total / Unknown / Grand TotalStage 1 Complaints / 360 / 455 / 815 / 0 / 815
Stage 2 Complaints / 90 / 108 / 198 / 0 / 198
Stage 3 Complaints / 42 / 41 / 83 / 0 / 83
Complaints total / 492 / 604 / 1096 / 0 / 1096
Stage 1 Appeals / 259 / 368 / 627 / 0 / 627
Stage 2 Appeals / 117 / 154 / 271 / 0 / 271
Stage 3 Appeals / 66 / 71 / 137 / 0 / 137
TMA Appeals / 142 / 214 / 356 / 0 / 356
Appeals total / 584 / 807 / 1391 / 0 / 1391
Total Complaints and
Appeals / 1076 / 1411 / 2487 / 0 / 2487
OIA cases / 36 / 36 / 72 / 0 / 72
Participation headcount all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree students full and part time) 2011/12 / 82726 / 121861 / 204587 / 0 / 204587
Participation % all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree studentsfull and part time) 2011/12 / 40.44% / 59.56% / 100% / 0 / 100%
Complaints and Appeals % / 43% / 57% / 100% / 0 / 100%
Complaints% / 45% / 55% / 100% / 0 / 100%
Appeals% / 42% / 58% / 100% / 0 / 100%
OIA Cases % / 50% / 50% / 100% / 0 / 100%
Student Complaints
Gender
Complaints and Appeals
Chart 10: Complaints and appeals cases, by gender 2006/07 – 2011/12
Chart 11: OIA cases, by gender 2007/08 – 2011/12
Student Complaints
Gender
Complaints and Appeals
Chart 12: Participation of all UK and non UK studentsincluding UG and PG, ITT students, Overseas Special Scheme students and full and part time Research Degree students by gender, 2006/07 – 2011/12
In general the gender profile of complainants/ appellants reflects that of the student population. Although in previous yearsa significantly higher percentage of male students made complaints to the OIA than would be expected given the profile of the student population, the percentage of male students making complaints to the OIA is lower in this reporting period.
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