Annex 1
MONITORING STUDENT COMPLAINTS
Report for January to December 2009
1. Total Complaints and Outcome
2004
2005
2006
2007
2008
2009
total
Total
Complaints
14
16
8
14
24
32
108
Upheld
Partially
upheld
0
1
2
4
2
1
10
2
4
2
1
9
7
25
Dismissed
Withdrawn
9
9
3
7
12
22
62
3
2
1
2
1
2
11
2. Gender of students making a complaint
Male
2004
2005
2006
2007
2008
2009
Total
9
9
3
10
11
20
62
Percentage
(%)
64.3%
56.3%
37.5%
71.4%
45.8%
62.5%
57.4%
Female
Percentage
Total
5
7
5
4
13
12
46
35.7%
43.7%
62.5%
28.6%
54.2%
37.5%
42.6%
14
16
8
14
24
32
108
Student population as at 1 December:
2004 - Male (50.5%): Female (49.5%)
2005 - Male (49.5%): Female (50.5%)
2006 - Male (48.3%): Female (51.7%)
2007 – Male (47.3%): Female (52.6%)
2008 – Male (47.6%: Female (52.4%)
2009 – Male (46.5%): Female (53.5%)
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Annex 1
3. Students with disabilities making a complaint
Number
of Males
making
complaint
Number
of
Females
making a
complaint
2004
9
5
2005
9
7
2006
3
5
2007
10
4
2008
11
13
2009
20
12
62
46
Total
SWD = students with disabilities
Total
complaints
Male SWD
making a
complaint
Female
SWD
making a
complaint
Total
complaints
by SWD
Percentage
SWD
Percentage of student
population with a
disability as at 1
December for each year
14
16
8
14
24
32
108
1
1
0
0
2
2
6
1
1
0
0
0
0
2
2
2
0
0
2
2
8
14.3%
12.5%
0%
0%
8.3%
9.1%
7.4%
6.87%
7.60%
7.60%
6.78%
6.61%
6.16%
4. Ethnic Origin of students making a complaint
Ethnicity
2004
2005
2006
2007
2008
Total
20042008
% total
complainants
for 2004-2008
White
Black Caribbean
Black African
Other Black
Indian
Pakistani
Bangladeshi
Chinese
Other Asian
Other
Not known/Info
refused
TOTAL
10
1
9
3
3
10
3
1
2
1
35
1
6
1
46%
1.3%
7.8%
1.3%
1
1
1
14
2
1
4
2
10
1
2
1
7
16
8
14
24
3
4
2
24
4%
5.1%
2.5%
32%
% of
Student
population
as at 1
Dec. 2008
54.4%
1.2%
6.8%
0.6%
3.6%
1.4%
0.5%
8.9%
4.1%
6.1%
12.50%
76
100%
100%
2009
Total
20042009
% total
complainants for
2004-2009
% of Student
population as at 1
December 2009
17
1
2
1
52
2
8
1
1
2
4
3
2
5
8
5
26
48.5%
1.85%
7.40%
0.93%
0.93%
0
0
4.63%
7.4%
4.63%
24.07%
56.5%
1.3%
7.8%
0.6%
3.7%
1.4%
0.5%
9.4%
4.7%
5.8%
8.2%
32
108
100%
100%
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Annex 1
Partner Colleges
Complaints that have been escalated to the University after the institution’s internal complaints procedures have been exhausted.
Partner College
Colchester Institute
Kaplan Open Learning
South Essex College
Tavistock and Portman Trust
Writtle College
Number of complaints
1
0
1
0
2
Gender of complainant
Male
Female
Outcome
Upheld
Partially
upheld
1
Dismissed
1
1
1
2
1
1
Dr Wayne Campbell
Academic Registrar
January 2011
3