Resolving complaints & disputesIQA process

Review July 2015

It is vital that any complaints and professional disagreements arising within quality assurance process are resolved quickly and effectively. Once resolved this will bring greater clarity and standardisation of practice across the programme. It will also promote good, co-operative working relationships which will benefit the whole programme.

Resolving complaints and disputes procedure

When any individual involved in the IQA process (assessor or IQA) disagrees with the actions or decisions of another in the process s/he should raise their concern with the Lead IQA. Both parties may also raise their competing concerns jointly.

Clarifying the disagreement The Lead IQA will clarify the point/s under dispute with all parties. It is important that the points and the reasoning surrounding them are very clearly defined and understood. It’s possible that the disagreement may only be a misunderstanding or misinterpretation. However, if this is not the case and a genuine difference of opinion exists, both positions need to be well understood in order that this can be resolved. The Lead IQA will ask the staff involved, individually, what would their most preferred outcome to the disagreement and their least preferred outcome.

Exploring and seeking viewsThe Lead IQA should explore the issue by:

Seeking guidance from the Awarding Organisation’s handbooks and advisory documents or any other credible written source,

Seeking guidance from Awarding Organisation’s advisory staff,

Discussing the points with other IQAs not otherwise involved in the disagreement.

Reaching a conclusion and outcomeHaving fully understood the points under disagreement and gathered information and opinion about matter under dispute the Lead IQA will create a report and action plan to bring the matter to a conclusion.

Review July 2015