Deciding how to progress the complaint
The OIA may be able to issue a Complaint Outcome giving our decision on the complaint at this stage.
Depending on the circumstances they might also:
- Decide the complaint needs to be allocated to another case-handler for further review.
- Try to settle or mediate the complaint. We may explore whether it is possible to settle or mediate the complaint at any stage in other process.
- Ask for more information or comments from the student or the provider.
- Contact the student to discuss the complaint and whether their desired outcome is possible.
The review
If the OIA decide the complaint needs to be reviewed further, they will allocate it to a case-handler.
The OIA will decide whether the complaint is Justified, Partly Justified or Not Justified and will explain the decision in a Complaint Outcome.
Not Justified
If decide the complaint is Not Justified, the OIA will close the complaint when we send our Complaint Outcome to the student and the provider.
Justified or Partly Justified
If decide the complaint is Justified or Partly Justified, the OIA will make Recommendations and send them to the student and the provider with the Complaint Outcome.
Commenting on our Recommendations
Both the student and the provider are given the chance to comment on the practicality of Recommendations before they confirm them.
The OIA will confirm our Recommendations and close the complaint; amend or make new Recommendations; or continue with our review. They will monitor the provider’s compliance with our Recommendations.
FOLLOWING UP CASEWORK-RELATED COMPLIANCE