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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.
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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%
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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
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Key Themes – PG students
Professional diplomas and FTP Taught Master’s courses Research degrees at Master’s level PhD programmes
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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
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Key Themes – International
Language skills Expectations from self and others Progression and exit awards Communication Cultural issues Higher duty of care?
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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
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OIA examples - International
Clarity of communication Handbooks/online resources Face to face communication Procedural fairness
Cultural issues Assumptions and expectations Additional responsibilities
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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
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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
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