S3.2.3

=Students are provided with information on the timeframes for receiving responses to concerns and complaints. =

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.