Policy on General Complaints and Procedures

Introduction:

The Open College periodically reviews all services and provisions. A complaint is an expression of dissatisfaction concerning the provision of a service or services by The Open College.

The General Complaints Procedure is the reference point any student who believes they have a legitimate complaint for investigation.

This General Complaints Procedure enables matters of complaint to be brought to the attention of The Open College, and to enable investigation of those complaints with the aim of a satisfactory resolution.   The Open College’s aim is that most matters can be dealt with through informal processes in a spirit of conciliation.

Principles and Scope

1. This procedure is to guide students or public member through our complaints process.
2. Any Open College service users, stakeholder or member of the public may use this policy and procedure.
3. Complaints will be handled sensitively and with due consideration to confidentiality of all parties involved, subject to the requirements of natural justice.
4. Any person named in a complaint will be given a copy of the complaint and will have the right to reply as part of the investigation.
5. Information contained within the complaint will be made available only to those involved in its resolution.
6. It should be noted that in the interest of natural justice to all parties, anonymous complaints will not be processed.
7. The Open College aims to resolve as many complaints as possible through the informal process.
8. No one bringing a complaint under this Procedure will be treated less favourably or discriminated against by any member of staff of the College. If evidence to the contrary is found in this regard the member of staff may be subject to disciplinary proceedings under The Open College’s policy.

This procedure concerns complaints relating to delays, mistakes or instances where the complainant feels that The Open College did not provide the level of service they were entitled to or decisions about which they are dissatisfied.

The following list indicates examples of the types of complaint covered by this procedure:

• Deficiencies in information published by the College
• A failing in a service, academic or non-academic
• Complaints around facilities
• Difficulties with a member of College staff

The Open College reserves the right to re-direct submissions to the appropriate procedure. Where any legal action is pending in relation to a complaint, The Open College’s General Complaints Procedures will not be the conduit for resolution of this complaint.

The Open College’s Commitment when dealing with Complaints

• We will acknowledge all formal complaints by e-mail within five working days of receipt of the complaint. Where an e-mail address is not provided we will issue and acknowledgement by general post within five working days.
• We will investigate all complaints and issue a response to the complainant within twenty working days or, where this is not possible, an interim reply will issue from and Open College Office Manager, explaining the position and advising when a substantive response will issue.
• All complaints will be treated promptly, fairly, impartially and in confidence.
• We will keep records of complaints in accordance with The Open College Record Management Schedule: ‘Administration Department’ – Documents and correspondence relating to students which have been completed or not will be held for two years.
• We will ensure that any complaint lodged in good faith will not be used to disadvantage any complainant in the future.
• We will endeavour to resolve complaints as close as possible to the point of origin.

Procedures:

Stages of Complaints Procedures 

Informal complaints procedures 

In order for the complaint to be dealt with effectively and efficiently, it should be drawn to our attention as soon as possible, and normally not later than ten working days after the alleged failure in, or dissatisfaction with, services or the incident that gave rise to the complaint.

The complaint may be made in oral or written format and an appropriate response shall be communicated to the complainant, normally within ten working days of receipt of the complaint.

Initial informal complaints should be addressed to:

Student Relations Officer

The Open College,

Leopardstown Business Centre

Ballyogan Road

Dublin 18

E-mail: info@theopencollege.com

Phone: +353 (1) 206 1828

We aim to resolve complaints quickly and as close to the source as possible. This could mean an apology and/ or explanation if something has clearly gone wrong and immediate action to resolve the problem.

We will respond to you within ten working days or contact you to tell you why we are unable to deal with your complaint if that timeframe is not possible. If the complainant believes there is no satisfactory resolution to an informal complaint the formal complaints procedure may be used.

Formal complaints procedures

If there is no resolution following the informal stage, a formal complaint can be submitted to the College Director, who will ensure the complaint is investigated and a College response will be sent to the complainant within twenty working days.

• A written response will clearly outline what action has been taken or is being proposed to resolve the complaint. In the event that a decision has been taken not to uphold the complaint, the reasons for that decision will be outlined in the response.
• A Director then sends the College’s formal complaint response to the complainant within five working days.
• A copy of the response will also be issued by to anyone named in the response.
• Where a Director is the subject of the complaint the Chairman/President will deal with the complaint.

Outcomes of the Complaints Procedure 

• The Office Manager may make recommendations to the Directors
• The Office Manager may also make recommendations to the appropriate departments in respect of quality assurance procedures or policies.
• The Complainant will be informed of the next steps taken in any case.

Monitoring, Evaluation and Review

• The Admission Administrator or Team will oversee the tracking and monitoring of complaints progressed through the Procedure and will ensure that records show the nature of the complaint, how it was dealt with, the time taken for each part and the outcome.
• The Office Manager or Team will produce an annual report on complaints for The Open College’s Directing Panel.

Training and Awareness

• The Office Manager or Team will facilitate activities to raise awareness of the Complaints Procedure. Support and guidance will be provided for staff in handling complaints.
• Complaints that highlight failings in the College’s Procedures or Staff Training will be highlighted and training or upskilling of affected areas will take place prior to any staff disciplinary consequences.

A copy of our Formal Complaint Form can be obtained from the office by contacting us on 01 2061828.