GCUSA Complaints Procedure

GLASGOW CALEDONIAN STUDENT ASSOCIATION

COMPLAINTS PROCEDURE.
1.1Introduction It is intended that all complaints, whether formal or informal, should be dealt with promptly and fairly and that there is an effective remedy when a complaint is upheld. The Association's Complaints Procedure is available to all students or groups of students who:

(a)are dissatisfied in their dealings with the Association; or

(b)claim to be unfairly disadvantaged by reason of having exercised their right not to be members of the Association.The Students Association welcomes constructive comments from members. It is anticipated that the majority of problems encountered by members will be resolved as part of normal informal communications between members, elected student officers and staff.

1.2Formal Complaints
The following steps should be followed with respect to formal complaints -1.Formal complaints should be made on the Association's Complaint Form, copies of which are available from the Association's Offices, the Department of Student Services and the Registry.

2.All complaints will be treated as confidential, within the constraints outlined within this procedure.

3.The Complaint Form, and any supporting documentation, should be sent to the General Manager of the Students Association who will undertake any investigation required in connection with the complaint.

4.The General Manager's investigation will normally include interviewing the complainant and any other individuals with information relevant to the complaint. Complainants have the right to be accompanied during interviews by a student or member of staff of the University.5.Following the General Manager's investigation, a report, together with the written complaints will be sent for consideration by the Association's Executive Committee. The Executive Committee comprises the four full-time sabbatical officers and six other members elected by the student body. No member of the Executive Committee directly involved in the circumstances which give rise to the complaint shall be present, other than as a witness, when the complaint is considered by the Executive Committee.

6.A copy of the General Manager's report will be sent to the complainant and the complainant will be invited to attend the meeting of the Executive Committee at which the complaint is to be considered.

7.The powers of the Executive Committee with respect to a complaint are set out below:

(i)To uphold the complaint and to determine the remedy.
(ii)To require that the complaint be investigated further.
(iii)To reject the complaint.

8.The decision of the Executive Committee shall be communicated to the complainant in writing within two working days of the meeting of the Executive Committee. Along with the decision of the Executive Committee, the complainant will receive formal notification of his/her right to appeal to the Appeal Committee.

9.The Appeal Committee consists of five students (of which three constitute a quorum) appointed by the Student Representative Council. All members of the Executive Committee are excluded from membership of the Appeal Committee.10.The powers of the Appeal Committee are set out below -

(i)To uphold the appeal and to recommend the remedy to the Executive Committee.
(ii)To reject the appeal.(
iii)To reject the appeal on the grounds that it is either mischievous or vexatious. Such a decision shall be final and not open to further appeal to the Independent Person.

11.The decision of the Appeal Committee shall be communicated to the complainant in writing within two working days of the meeting of the Appeal Committee. Along with the decision of the Appeal Committee, the complainant will receive formal notification of his/her right to appeal to the Independent Person (subject to 10 (iii) above).

12.The Independent Person is appointed by the University Court of Glasgow Caledonian University and represents the final stage of the Association's procedure for considering complaints.

13.The powers of the Independent Person are set out below -
(i)To undertake whatever investigations he/she considers are necessary. Depending on the circumstances of individual cases, this may include seeking professional advice and assistance from the University and/or from external sources; and either:
(ii)to uphold the appeal and to determine the remedy; or(iii)to reject the appeal

14.The Independent Person may undertake to submit separately, recommendations for consideration by the Executive Committee of the Students Association and/or the University Court.

15.The decision of the Independent Person is not open to further appeal and it shall be communicated to the complainant in writing within two working days of the appeal hearing.

1.3 NOTES
1.The complainant shall have the right to appear in person before the Executive Committee, the Appeal Committee and the Independent Person; to present supporting information and to lead evidence from witnesses. Also, the complainant may be accompanied at any such meetings by a student or member of staff of the University who shall have the right to represent the complainant if he/she so wishes.

2.In exceptional circumstances, the President of the Students Association in consultation with University management, may refer a complaint directly for consideration by the independent person.

3.Students who decide to appeal against a decision taken by the Executive Committee or against a decision taken by the Appeal Committee must notify the General Manager of the Students Association within 14 days of being notified of the decision in question.

4.The Association will report annually to the Student Affairs Committee on the operation of the Complaints Procedure.

5.If a complaint is made against a member of staff then it may require to be dealt with under the Staff Disciplinary and Grievance Procedure. Staff will have the right to have a companion present at any meeting on representation from their recognised trade union, the GMB. All complaints should be addressed to the General Manager.

6.Any complaint against the General Manager will also be dealt with under the Staff Disciplinary and Grievance Procedure. Any complaint should be referred to the President who will investigate the complaint and report their findings to the Executive Committee for consideration.FootnoteApproved by University Court on 6th June 2000gcusa complaints procedure (WORD format)