APPENDIX B RAG Criteria: Distinction between Serious and Non-Serious Complaints Rating Criteria Example complaint/issues Serious issues which require Hate crime a full investigation and are Sexual harassment likely to have a reputational Persistent systematic bullying or bullying of a impact on the college, or more serious nature where the complaint results in Abusive language/threats Red irrepairable damage to the Carrying of offensive weapons college/customer and/or Being under the influence of drugs (including learner/peer relationship alcohol), in possession of drugs or buying or selling drugs on the college premises Issues that require further Unhelpful staff and poor customer service investigation and are likely to provided have a negative impact on the Learner refused enrolment customer experience, e.g. Invitation to enrol not sent out where the college fails, or Learner’s examination not submitted for continues to fail to provide an Amber acceptable standard of service Learner unable to progress to L3 with or where learner/staff insufficient explanation behaviour provides a cause Misunderstanding between learner and for concern lecturer concerning classroom behaviour of staff Minor issues which are likely Lectures or trip cancelled to have a minimal impact on Learner’s car blocked in car park the customer experience and Bus failed to stop at campus Green which are straightforward and First time request for grant information not easily resolved, requiring little responded to or no investigation Confusion over level of skills class to attend Confusion over timetable and room Note: Customer refers to prospective learners, learners, parents, employers, members of the public and other stakeholders
APPENDIX B RAG Criteria: Distinction between Serious and Non-Serious Complaints Rating Criteria Example complaint/issues Red Serious issues which require a full investigation and are likely to have a reputational impact on the college, or where the complaint results in irrepairable damage to the college/customer and/or learner/peer relationship Hate crime Sexual harassment Persistent systematic bullying or bullying of a more serious nature Abusive language/threats Carrying of offensive weapons Being under the influence of drugs (including alcohol), in possession of drugs or buying or selling drugs on the college premises Amber Issues that require further investigation and are likely to have a negative impact on the customer experience, e.g. where the college fails, or continues to fail to provide an acceptable standard of service or where learner/staff behaviour provides a cause for concern Unhelpful staff and poor customer service provided Learner refused enrolment Invitation to enrol not sent out Learner’s examination not submitted for Learner unable to progress to L3 with insufficient explanation Misunderstanding between learner and lecturer concerning classroom behaviour of staff Green Minor issues which are likely to have a minimal impact on the customer experience and which are straightforward and easily resolved, requiring little or no investigation Lectures or trip cancelled Learner’s car blocked in car park Bus failed to stop at campus First time request for grant information not responded to Confusion over level of skills class to attend Confusion over timetable and room Note: Customer refers to prospective learners, learners, parents, employers, members of the public and other stakeholders