Transcript Document
Learning from Complaints
OIA Policy Seminar
Postgraduate Study &
International Students
21 January 2010
Susanna Reece
Deputy Adjudicator
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OIA approach
The OIA’s approach to complaints
from postgraduate and/or
international students is not
fundamentally different to that taken
in other complaints
However, there are a number of
distinguishing features that may have
an impact on our review, findings and
recommendations.
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Annual Report 2008 –
some statistics
900 student complaints received
355 (39%) postgraduates
69 of those PhD students
Nationally, 23% postgraduate
322 (36%) international students
201 Non-EU students
72 EU students
Institutionally, range from <3% to 49.3%
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Underlying causes?
Postgraduate students more likely to
be older, self-funding or sponsored,
part-time, international
International students in addition
may have a range of cultural
expectations about life and study
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Key Themes – PG students
Professional diplomas and FTP
Taught Master’s courses
Research degrees at Master’s level
PhD programmes
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Key Themes – PG students
Progression and exit awards
Supervision
Examiners and the viva
Plagiarism and fair procedures
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OIA examples – PG complaints
Levels of study
Expectations about independent study
Taught master’s programme where tutor
went to another institution and e-mailed
Progression
Failure of systems to monitor progress
PhD student with examiners appointed
but who had written no work
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OIA examples – PG complaints
Supervision
Qualifications of supervisors
Inadequate supervision
Internal or external evidence of failure?
PhD Examiners and the viva
Qualifications of examiners
Issues of bias and fair process
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Key Themes – International
Language skills
Expectations from self and others
Progression and exit awards
Communication
Cultural issues
Higher duty of care?
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OIA examples - International
Language skill - an admissions issue?
Previous experience – how evaluated?
IELTS scores
What if language requirements change?
Funding and sponsorship
High levels of financial commitment
Government support based on outcome
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OIA examples - International
Clarity of communication
Handbooks/online resources
Face to face communication
Procedural fairness
Cultural issues
Assumptions and expectations
Additional responsibilities
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International students –
the OIA challenge
Case studies/digest for more
Consider a number of scenarios:
A Rwandan war refugee – student nurse
An Iraqi Kurd – international law
A government-sponsored PhD
A Chinese engineering student
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International students –
the OIA challenge
Treatment of international students
A serious issue for HEIs and students
Even not justified OIA decisions can raise
questions about admission and support
New PBS for student visas
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