The Director of Student Services will inform all parties involved of final decisions taken by the CAGC. Students who are dissatisfied with decisions taken by the CAGC may request a review of the Committee’s response to the Complaint or the way in which it was handled. Requests must be made within 10 days of receiving the final report. In those cases, the Principal, or his designated representative, will review the request made, the decisions taken, the evidence collected and, on the basis of findings, determine actions to be taken. Table 2: Procedures and Time Lines Procedure Essential Steps Activities Responsibilities Undertaken Informal Individuals Identify concerns Issues are reviewed Students with issues have Complaint and seek advice from the and advice is primary responsibilities for Option Director of Student Services, provided. requesting assistance. Heads of Discussions are Heads of Schools/Departments and/or aimed at resolution. Schools/Departments have the Student Officer. Activities can be primary responsibilities for undertaken at any issue resolution. time. Formal Students obtain a form from The Complaints Parties lodging the formal Complaints Student Services Staff or Form is completed. complaint download one from stponline. All of the information Option, step 1. requested is provided. Formal Students submits the Student Services Student Services team Complaint completed form to the staff record details, member, under supervision of recorded on the Student Service Team within and the Complaint is the Director. System, step 2. four weeks of the incident assigned a Case that has given rise to the Number. complaint CAGC meets to CAGC discusses complaints Notes/minutes are review and then distributes them to taken of meeting Designated note or minute Complaints appropriate parties. discussions. taker. (May be a CAGC Forms, step 3. Decisions are made member). in respect of allocations. Individuals Student Services staff notify Individuals are Director of Student Support, or designated representative named in the individuals and inform them notified by email or drawn from the Student complaint are that responses are due within letter. If contact is Services Team. given seven working days after made by telephone, opportunities to notification. then written notes of respond, step 4. the conversation are to be provided.
The Director of Student Services will inform all parties involved of final decisions taken by the CAGC. Students who are dissatisfied with decisions taken by the CAGC may request a review of the Committee’s response to the Complaint or the way in which it was handled. Requests must be made within 10 days of receiving the final report. In those cases, the Principal, or his designated representative, will review the request made, the decisions taken, the evidence collected and, on the basis of findings, determine actions to be taken. Table 2: Procedures and Time Lines Procedure Essential Steps Activities Undertaken Responsibilities Informal Complaint Option Individuals Identify concerns and seek advice from the Director of Student Services, Heads of Schools/Departments and/or the Student Officer. Issues are reviewed and advice is provided. Discussions are aimed at resolution. Activities can be undertaken at any time. Students with issues have primary responsibilities for requesting assistance. Heads of Schools/Departments have primary responsibilities for issue resolution. Formal Complaints Option, step 1. Students obtain a form from Student Services Staff or download one from stponline. The Complaints Form is completed. All of the information requested is provided. Parties lodging the formal complaint Formal Complaint recorded on the System, step 2. Students submits the completed form to the Student Service Team within four weeks of the incident that has given rise to the complaint Student Services staff record details, and the Complaint is assigned a Case Number. Student Services team member, under supervision of the Director. CAGC meets to review Complaints Forms, step 3. CAGC discusses complaints and then distributes them to appropriate parties. Notes/minutes are taken of meeting discussions. Decisions are made in respect of allocations. Designated note or minute taker. (May be a CAGC member). Individuals named in the complaint are given opportunities to respond, step 4. Student Services staff notify individuals and inform them that responses are due within seven working days after notification. Individuals are notified by email or letter. If contact is made by telephone, then written notes of the conversation are to be provided. Director of Student Support, or designated representative drawn from the Student Services Team.
Final_STP_Student_Handbook_Final.docx