Cardiff University introduces ‘COVID-19 Disruption Complaints’ process

Cardiff University has introduced a ‘COVID-19 Student Complaints Process‘, a new measure that will deal with disruption complaints linked to coronavirus. Students can now raise a complaint about any “detriment, dissatisfaction, or disadvantage suffered as a result of disruption related to the pandemic.”

These complaints can include concerns such as:

• The curriculum of the programme not delivered as specified at the start of the 2020/21 academic year

• The arrangements for the delivery of teaching and assessments not made as specified at the start of the 2020/21 year

• The learning not supported as  reasonably expected based on the information received at the start of the academic year

• Not have had the opportunity to demonstrate achievement of the programme learning outcomes

• Support services not made available for students as reasonably expected

• Rent rebate not provided for University accommodation as  expected

The university has clarified that the complaints procedure does not provide the opportunity to challenge any examination board’s academic decisions.

The monetary value of the claims will be recommended by the Office of the Independent Adjudicator (OIA). These recommendations can range from less than £500 to £5,000 depending on the severity of the case. Exceptional cases can be recommended with amounts worth more than £5,000 as well.

OIA’s previous cases show that complaints based solely on the fact that teaching is remotely done is “not justified” and unlikely to be upheld. Compensation may only be recommended to “partly justified” and “justified” cases such as the university failing to meet learning outcomes specified in the module(s).

Students are expected to submit the complaints within 28 days after the end of 2020/21 academic year, which is no later than 16th July. Any submissions made later will not be considered unless an exceptional reason with supporting evidence is provided.

The university has advised the students to clearly identify and provide evidence of:

• How the university has either failed to do something they should have done, or done something that they should not have done

• How this has caused detriment, dissatisfaction or disadvantage to any student

The university suggests the students look into the student charter, the student handbooks, the offer letter which included programme details, and the university’s terms and conditions before the start of the programme –  for preparation of the complaints.

All the complaints should be raised using the “COVID-19 Student Complaint Form” and be submitted by sending the completed form to [email protected].

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