complaintsinpractisecomplaintsincrisis2003
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: complaintsinpractisecomplaintsincrisis2003
complaintsinpractisecomplaintsincrisis2003
npc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003ittee and the union of UEA students (June-July 1998)37956don staniford tìm brownComplaints in Practise: Complaints in CrisisFirst written in October Ỉ998 then updated and published ỉn 200Ỉ byThe National Postgraduate Committee of the United Kingdom. Brandon House. Bentinck Drive. Troon. Ayrshire. KA complaintsinpractisecomplaintsincrisis2003 10 6HX. Scotland.npcCfl.npc.org.uk. http: www.npc.0fg.iikWritten by Don Staniford. Project Officer 1997 98 and updated by Tim Broun (Parts added beincomplaintsinpractisecomplaintsincrisis2003
g "Executive Summary”, "Recent Developments on Student Complaints and the Visitor” and “Contents” as well as minor corrections). General Secretary 200npc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003 this work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1998.All rights reserved. Apart from any fair dealing for the purpose of private study, research, criticism or review, as permitted under the Copyright. Designs and Patents Act 1988. no part of this public complaintsinpractisecomplaintsincrisis2003ation may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopcomplaintsinpractisecomplaintsincrisis2003
ying, recording or otherwise) without the prior written permission of the publisher. Any person who does any unauthorised act in relation to this publnpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003y.This work is sold subject to the condition that it shall not. by way of trade or otherwise, be lent, re-sold, hired out. or otherwise circulated without the publishers prior consent in any form of binding or cover other than that in which it is published and without a similar condition including t complaintsinpractisecomplaintsincrisis2003his condition being imposed on the subsequent purchaser.ForewordMany thanks to everyone who has responded to the NPC'Union of UEA Students •Complaintscomplaintsinpractisecomplaintsincrisis2003
Survey'. This is the report detailing the results and providing a commentary (enclosed free of charge). For those parties who have not responded pleanpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003ical waters of complaints. It was envisaged that a free copy of the forthcoming NFC ‘Guidelines for Complaints' would also be sent out to all interested parties. However, due to the overwhelming response (with ca: 90 people requesting a copy) there will have to be a small charge. Please indicate if complaintsinpractisecomplaintsincrisis2003you would like to be put on a mailing list for a copy. At the same time the National Union of Students will be publishing (perhaps m formal collaboratcomplaintsinpractisecomplaintsincrisis2003
ion with the NPC) ‘Best Practice Guides in Complaints and Appeals' and will run an event on complaints on December 3 . •Complaints' is certainly a 'honpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003ties.Whilst wu may not agree with the style and the slant of the enclosed report - 'Complaints in Practice Complaints In Crisis' - I hope that you find it usefill nonetheless as a source of information and a frame of reference if a complaints issue crops up in the fiiture. A business consultant quot complaintsinpractisecomplaintsincrisis2003ed in the report describes current complaints management practices as generating an ••unexploded bomb” effect. Another legal adviser refers to the procomplaintsinpractisecomplaintsincrisis2003
blem of • bouncing"; a situation where complaints gather a momentum of their own when they are not dealt with quickly. In such a context the enclosed npc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003ly up to you. As friendly words of warning though, if you do choose to put it away in a filing cabinet please wrap it up in an asbestos anorak first. The current highly charged situation will not be defiised unless there is more emphasis on co-operation not confrontation, reparation rather than retr complaintsinpractisecomplaintsincrisis2003ibution. Handled in the right manner, this report can be a catalyst in complaints resolution. If you pardon the pun. the ball is in your court.In manycomplaintsinpractisecomplaintsincrisis2003
ways this report is a targeted shot at those responsible for handling internal and external complaints. Hopefully it should strike at the heart: to tnpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003hopefully the shot in the arm that is urgently needed. Where complaints are concerned, ‘knowledge IS power’ in many cases. Communication is therefore vital to all those involved in the complaints process, especially students who have traditionally been kept in the dark. If there is one message that complaintsinpractisecomplaintsincrisis2003underlies this report, it is for a greater sense of community and transparency. Public accountability is also of importance. To paraphrase the Nolan Rcomplaintsinpractisecomplaintsincrisis2003
eport, those involved in complaints must not only make good decisions but also must be seen doing so.Don StanfordNPC Project Officer 1997/983Executivenpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003 and the Union of University of East Anglia Students. Although the results were widely distributed at the time they were never officially published and made available in the public domain. It was therefore considered appropriate to publish this report with some minor additions, that being this execu complaintsinpractisecomplaintsincrisis2003tive summary and an update on recent developments for student complaints.Since the information in this report has largely been left unmodified, it shocomplaintsinpractisecomplaintsincrisis2003
uld be noted that some of the organisations referred to have since changed names and also many of the institutions surveyed may well have updated theinpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003present the wide diversity in complaints procedures with varying quality', which may have lack of transparency and independence. Further to this there is a need to adequately inform student representative bodies regarding student complaints and provide accessible information. The distinction between complaintsinpractisecomplaintsincrisis2003 complaints and appeals is especially important for postgraduates, especially those who are research students. The supervisor being the first port ofcomplaintsinpractisecomplaintsincrisis2003
call for complaints creates a great deal of difficulty in allowing issues to be dealt with effectively at an early stage.It is hoped these results wilnpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commi complaintsinpractisecomplaintsincrisis2003isen. The National Postgraduate Committee will continue with its campaigns to see the Office of the Independent Adjudicator (OLA) work effectively as a means to provide transparent, fair and time effective complaints procedures that can not be managed internally.4ContentsForeword.................... complaintsinpractisecomplaintsincrisis2003.........................................................................3Executive Summary...........................................................complaintsinpractisecomplaintsincrisis2003
.........................4Contents.............................................................................................5Acknowledgements......npc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate comminpc@ the national postgraduate committeecomplaints in practice: complaints in crisisa complaints survey carried out by the national postgraduate commiGọi ngay
Chat zalo
Facebook