1

Learning from Complaints

OIA Policy Seminar Postgraduate Study & International Students21 January 2010

Susanna ReeceDeputy Adjudicator

OIA approach

The OIA’s approach to complaints from postgraduate and/or international students is not fundamentally different to that taken in other complaints

However, there are a number of distinguishing features that may have an impact on our review, findings and recommendations.

2

3

Annual Report 2008 – some statistics

900 student complaints received 355 (39%) postgraduates 69 of those PhD students Nationally, 23% postgraduate

322 (36%) international students 201 Non-EU students 72 EU students Institutionally, range from <3% to 49.3%

4

Underlying causes?

Postgraduate students more likely to be older, self-funding or sponsored, part-time, international

International students in addition may have a range of cultural expectations about life and study

5

Key Themes – PG students

Professional diplomas and FTP Taught Master’s courses Research degrees at Master’s level PhD programmes

6

Key Themes – PG students

Progression and exit awardsSupervisionExaminers and the vivaPlagiarism and fair procedures

OIA examples – PG complaints

Levels of study Expectations about independent study Taught master’s programme where tutor

went to another institution and e-mailed

Progression Failure of systems to monitor progress PhD student with examiners appointed

but who had written no work7

OIA examples – PG complaints

Supervision Qualifications of supervisors Inadequate supervision Internal or external evidence of failure?

PhD Examiners and the viva Qualifications of examiners Issues of bias and fair process

8

Key Themes – International

Language skills Expectations from self and others Progression and exit awards Communication Cultural issues Higher duty of care?

9

OIA examples - International

Language skill - an admissions issue? Previous experience – how evaluated? IELTS scores What if language requirements change?

Funding and sponsorship High levels of financial commitment Government support based on outcome

10

OIA examples - International

Clarity of communication Handbooks/online resources Face to face communication Procedural fairness

Cultural issues Assumptions and expectations Additional responsibilities

11

International students – the OIA challenge

Case studies/digest for more

Consider a number of scenarios: A Rwandan war refugee – student nurse An Iraqi Kurd – international law A government-sponsored PhD A Chinese engineering student

12

International students – the OIA challenge

Treatment of international students A serious issue for HEIs and students Even not justified OIA decisions can raise

questions about admission and support

New PBS for student visas

13