S3.3.1

=Institutional policies define requirements and procedures for the handling of student complaints. =

Evidence
Although formal procedures for addressing student enquiries, questions and complaints do not appear to be addressed directly in the literature, they are very much matters that concern e-learning quality management and evaluation researchers (Bouhnik and Marcus, 2006; Picciano, 2002). For example, Picciano commenting on measures of quality, notes that: ‘Ultimately, student perceptions of their learning may be as good as other measures because these perceptions may be the catalysts for continuing to pursue coursework and other learning opportunities’ (p. 22). Furthermore, Bouhnik and Marcus cite student dissatisfaction, which complains of: ‘Lack of interpersonal, direct (nonmediated) interaction [and]…. In answering his or her students’ questions, the teacher’s ability to widen the scope of his or her answer is limited’ (p. 300). Comments like these make it clear that formal documentation of all student enquiries, questions, and complaints needs to be mandatory in e-learning institutional policy.

Resources
Evidence of capability in this practice is seen in the provision of instructions to students in all courses on where to communicate any concerns they might have about any aspect of their learning. This should either be a single student help desk or a clear list that provides alternatives and indicates how these are to be used, such as particular contacts for technical issues and others for learning concerns or complaints. Policy should require the provision of this information in some standard way and guidelines should be provided on how student communications are to be handled, including timeframes and record-keeping. Teaching and support staff are provided with templates, examples, training and support in handling student complaints.

Policy on Handling student complaints:

http://www.gsu.uts.edu.au/policies/complaintspolicy.html

Student complaints policy

http://www.rmit.com.au/browse;ID=tk82eodesmot1