1. 1 Learning from Complaints OIA Policy Seminar Postgraduate Study & International Students 21 January 2010 Susanna Reece Deputy Adjudicator

2. 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. 2

3. 3 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%

4. 4 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

5. 5 Key Themes – PG students  Professional diplomas and FTP  Taught Master’s courses  Research degrees at Master’s level  PhD programmes

6. 6 Key Themes – PG students  Progression and exit awards  Supervision  Examiners and the viva  Plagiarism and fair procedures

7. 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 7

8. 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 8

9. Key Themes – International  Language skills  Expectations from self and others  Progression and exit awards  Communication  Cultural issues  Higher duty of care? 9

10. 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 10

11. OIA examples - International  Clarity of communication Handbooks/online resources Face to face communication Procedural fairness  Cultural issues Assumptions and expectations Additional responsibilities 11

12. 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 12

13. 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 13