Equality and Diversity Annual
Report 2011
Monitoring data
Student Complaints
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Published: June 2011
Comments or queries about this report are welcomed and should be sent for the attention of the Head of Equality and Diversity.
The Equality and Diversity 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 if their complaint has been considered at all 3 stages of the procedure.
If the complaint/appeal is still unresolved following the University’s response at stage 3 then the student may contact the Office of the Independent Adjudicator for Higher Education and request that they conduct a review of their complaint.
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 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; however, the reporting period for equality and diversity data is 1 August 2009 to 31 July 2010 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 over a three year period, with the exception of data for complaints and appeals relating to age and all OIA case data.
The comparison data within this report is the participation headcount of all UK and non – UK undergraduates and postgraduates for 2009/10. In addition it includes Initial Teacher Training (ITT) students, Overseas Special Scheme students and Research Degree students (both full and part time). This is because the Complaints and Appeals office receives complaints and appeals from individual students from any of these groups. The data for this report was extracted on 30 March 2011.
Complaints and Appeals
The total number of complaints and appeals received from students in the period 1 August 2009to 31 July 2010is 1837 (excluding Stage 3+)
Complaints
The total number of complaints only received from students in the period 1 August 2009to 31 July 2010 is 1103 (excluding Stage 3+)
Appeals
The total number of appeals only received from students in the period 1 August 2009to 31 July 2010 is734 (including TMA Appeals and excluding Stage 3+) .
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 2009 to 31 July 2010is 45.
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 Office of the Independent Adjudicator (OIA) in the period 1 August 2009to 31 July 2010 and 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 3 2009/10
Nature (equality related) / No. stage 3 cases / Outcomes / Resulting action takenNo. Upheld / No. Dismissed / No. outstanding outcomes / 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 / 6 / 3 / 3 / 0 / 3 / 1 / 4
- Disabled Students’ Allowance problems / 0 / 0 / 0 / 0 / 0 / 0 / 0
-- other / 4 / 0 / 4 / 0 / 0 / 0 / 2
Ethnicity/Race / 1 / 0 / 1 / 0 / 0 / 0 / 0
Gender / 0 / 0 / 0 / 0 / 0 / 0 / 0
Religion/belief / 1 / 0 / 1 / 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+ 2009/10
Nature (equality related) / No. stage 3+ cases / Outcomes / Resulting action takenNo. Upheld / No. Dismissed / No. outstanding outcomes / 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
Disability:
-- course materials / 0 / 0 / 0 / 0 / 0 / 0 / 0
-- examinations and assessment / 4 / 1 / 3 / 0 / 1 / 0 / 4
- Disabled Students’ Allowance problems / 1 / 1 / 0 / 0 / 0 / 0 / 0
-- other / 3 / 1 / 2 / 0 / 1 / 1 / 2
Ethnicity/Race / 0 / 0 / 0 / 0 / 0 / 0 / 0
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
Age
Complaints and Appeals
The table below provides a breakdown of the total number of Complaints and Appeals received by the Open University in 2009/10 from students by age when making their complaint. This is then compared to the overall University student population. Recording of age for complainants and appellants started in 2007/08 so trend data is provided for three years only.
Table 3: Complaints and appeals cases, by age, 2009-10
25 and under / 26-35 / 36-45 / 46-55 / 56 and over / Known total / Unknown / Grand TotalS1 complaints / 42 / 223 / 256 / 211 / 152 / 885 / 0 / 885
S2 complaints / 9 / 27 / 45 / 33 / 35 / 149 / 0 / 149
S3 complaints / 2 / 14 / 22 / 14 / 17 / 69 / 0 / 69
Complaints total / 53 / 264 / 323 / 258 / 205 / 1103 / 0 / 1103
S1 appeals / 24 / 90 / 102 / 67 / 43 / 326 / 0 / 326
S2 appeals / 19 / 116 / 123 / 67 / 57 / 382 / 0 / 382
S3 appeals / 0 / 7 / 5 / 7 / 7 / 26 / 0 / 26
Appeals total / 43 / 213 / 230 / 141 / 107 / 734 / 0 / 734
Total Complaints and Appeals / 96 / 477 / 553 / 399 / 312 / 1837 / 0 / 1837
OIA Cases / 1 / 8 / 12 / 11 / 13 / 45 / 0 / 45
Participation headcount all students (undergraduates and postgraduates, ITT , Overseas Special Scheme and Research Degree students full and part time) 2009/10 / 29724 / 63747 / 58632 / 34599 / 19875 / 206577 / 5 / 206582
Participation % all students (undergraduates and postgraduates , ITT, Overseas Special Scheme and Research Degree students full and part time)2009/10 / 14.4 / 30.9 / 28.4 / 16.7 / 9.6 / 100 / 0 / 100
Complaints and Appeals % / 0.3 / 0.7 / 0.9 / 1.2 / 1.6 / 0.9 / 0 / 100
Complaints % / 0.2 / 0.4 / 0.6 / 0.7 / 1.0 / 0.5 / 0 / 100
Appeals % / 0.1 / 0.3 / 0.4 / 0.4 / 0.5 / 0.4 / 0 / 100
OIA Cases % / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 100
Student Complaints
Age
Complaints and Appeals
Chart 1: Complaints and appeals cases, by age, 2007/08, 2008/09 and 2009/10
Chart 2: OIA cases, by age, 2007/08,2008/09 and 2009/10
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 2009/10 by age, 2007/08- and 2009/10
The age of complainants/appellants in general appears to follow that of the student population. The number of students who approach the OIA for an independent review of their complaint is low, and it is difficult therefore to extract meaningful information from the statistics. However, the students who approach the OIA seem, in general, to be older than might be expected, and this accords with data the OIA release regarding students nationally, when account is taken of the fact that they deal with students at alluniversities.
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 2009/10 from students with a declared disability and those without. This is then compared to the overall University student population.
Table 4: Complaints and appeals cases, by disability, 2009/10
Declared Disability / No Declared Disability / Known Total / Unknown / Grand TotalS1 complaints / 164 / 721 / 885 / 0 / 885
S2 complaints / 34 / 115 / 149 / 0 / 149
S3 complaints / 14 / 55 / 69 / 0 / 69
Complaints total / 212 / 891 / 1103 / 0 / 1103
S1 appeals / 44 / 282 / 326 / 0 / 326
S2 appeals / 58 / 324 / 382 / 0 / 382
S3 appeals / 7 / 19 / 26 / 0 / 26
Appeals total / 109 / 625 / 734 / 0 / 734
Total Complaints and Appeals / 321 / 1516 / 1837 / 0 / 1837
OIA Cases / 15 / 30 / 45 / 0 / 45
Participation headcount all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree students (full and part time ) 2009/10 / 12842 / 193740 / 206582 / 0 / 206582
Participation % all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree students full and part time) 2009/10 / 6.2 / 93.8 / 100 / 0 / 100
Complaints and Appeals % / 2.6 / 0.8 / 0.9 / 0 / 100
Complaints% / 1.6 / 0.5 / 0.5 / 0 / 100
Appeals% / 0.8 / 0.3 / 0.3 / 0 / 100
OIA Cases % / 0.133 / 0 / 0 / 0 / 100
Student Complaints
Disability
Complaints and Appeals
Chart 4: Complaints and appeals cases, by disability, 2006/07 – 2009/10
Chart 5: OIA cases, by disability, 2006/07 - 2009/10
Student Complaints
Disability
Complaints and Appeals
Chart 6: 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 2009/10by disability, 20006/07 – 2009/10
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 decreased in this reporting period compared to 2008/09.
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 2009/10 from students by ethnicity. This is then compared to the overall University student population.
Table 5: Complaints and appeals cases, by ethnicity, 2009/10
Asian / Black / Chinese & Other / Mixed / Ethnic minorities Total / White / Known Total / Unknown / Grand TotalS1 Complaints / 20 / 41 / 13 / 18 / 92 / 713 / 805 / 80 / 885
S2 Complaints / 2 / 7 / 2 / 3 / 14 / 116 / 130 / 19 / 149
S3 Complaints / 2 / 4 / 2 / 2 / 10 / 43 / 53 / 16 / 69
Complaints Total / 24 / 52 / 17 / 23 / 116 / 872 / 988 / 115 / 1103
S1 Appeals / 16 / 20 / 3 / 11 / 50 / 245 / 295 / 31 / 326
S2 Appeals / 21 / 23 / 9 / 5 / 58 / 302 / 360 / 22 / 382
S3 Appeals / 0 / 1 / 00 / 0 / 1 / 24 / 25 / 1 / 26
Appeals Total / 37 / 44 / 12 / 16 / 109 / 571 / 680 / 54 / 734
Total Complaints & Appeals / 61 / 96 / 29 / 39 / 225 / 1443 / 1668 / 169 / 1837
OIA cases / 2 / 2 / 0 / 1 / 5 / 32 / 37 / 8 / 45
Participation headcount all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree students full and part time) 2009/10 / 5924 / 7575 / 1929 / 3634 / 19062 / 178593 / 197655 / 8927 / 206582
Participation % all students (undergraduates and postgraduates ITT, Overseas Special Scheme and Research Degree students full and part time) 2009/10 / 3 / 4 / 1 / 2 / 9.2 / 86.4 / 95.7 / 4.3 / 100
Complaints and Appeals % / 1.1 / 1.3 / 1.5 / 1.1 / 1.2 / 0.8 / 0.9 / 2.0 / 0.9
Complaints% / 0.4 / 0.7 / 1.1 / 0.6 / 0.6 / 0.5 / 0.5 / 1.3 / 0.53
Appeals% / 0.6 / 0.6. / 0.6 / 0.4 / 0.6 / 0.3 / 0.3 / 0.6 / 0.35
OIA Cases % / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0 / 0
Student Complaints
Ethnicity
Complaints and Appeals
Chart 7: Complaints and appeals cases, by ethnicity, 2006/07 – 2009/10
Chart 8: OIA cases, by ethnicity, 2006/07 – 2009/10
Student Complaints
Ethnicity
Complaints and Appeals
Chart 9: 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 2009/10by ethnicity, 2006/07 – 2009/10
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 2009/10 from students by gender. This is then compared to the overall University student population.
Table 6: Complaints and appeals cases, by gender, 2009/10
Male / Female / Known Total / Unknown / Grand TotalStage 1 Complaints / 371 / 514 / 885 / 0 / 885
Stage 2 Complaints / 81 / 68 / 149 / 0 / 149
Stage 3 Complaints / 42 / 27 / 69 / 0 / 69
Complaints total / 494 / 609 / 1103 / 0 / 1103
Stage 1 Appeals / 156 / 170 / 326 / 0 / 326
Stage 2 Appeals / 207 / 175 / 382 / 0 / 382
Stage 3 Appeals / 15 / 11 / 26 / 0 / 26
Appeals total / 346 / 388 / 734 / 0 / 734
Total Complaints and
Appeals / 840 / 997 / 1837 / 0 / 1837
OIA cases / 34 / 11 / 45 / 0 / 45
Participation headcount all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree students full and part time) 2009/10 / 82289 / 124293 / 206582 / 0 / 206582
Participation % all students (undergraduates and postgraduates, ITT, Overseas Special Scheme and Research Degree studentsfull and part time) 2009/10 / 39.8 / 60.2 / 100 / 0 / 100
Complaints and Appeals % / 1.1 / 0.8 / 100 / 0 / 100
Complaints% / 0.6 / 0.5 / 100 / 0 / 100
Appeals% / 0.4 / 0.3 / 100 / 0 / 100
OIA Cases % / 0 / 0 / 100 / 0 / 100
Student Complaints
Gender
Complaints and Appeals
Chart 10: Complaints and appeals cases, by gender 2006/07 – 2009/10
Chart 11: OIA cases, by gender 2007/08 – 2009/10
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 2009/10 by gender, 2006/07 – 2009/08
In general the gender profile of complainants/ appellants reflects that of the student population. Although a 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 has increased again in this reporting period compared with the previous one. The figures for students taking cases to the OIA nationally for a similar period are 51.5% male and 48.5% female.
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