Quality Assurance Service Level Agreement

For complaints, you can expect:

• All complaints to be treated seriously.
• Confidential and impartial handling of your complaint, in line with the Complaints Handling Procedure and SPSO requirements. 
• Information and referral to further specialist advice and guidance and where it can be obtained, when appropriate. 
• To be treated with respect.

We expect you to: 

• Actively engage with the complaints handling process by telling us your key issues and organising any supporting information you want to provide.
• Respond to reasonable requests for information.
• Submit complaints within the stipulated timeframes.
• Treat staff with respect.

We want you to know:

• You may be required to wait several days for an answer to a complaint until the relevant information has been obtained from other services. We will let you know a date or number of working days by which we will respond. If an extension is necessary, we will let you know the revised timeline.
• You can help yourself in finding relevant information at:
  • Information & Procedures on Complaints
  • Complaints Intranet Page (only accessible to staff and students)

For Academic Appeals, you can expect:

• Confidential and impartial handling of your appeal.
• Fair and consistent application of the Academic Appeals Procedure.
• Information and referral to support services, when appropriate.
• To be treated with respect.

We expect you to:

• Actively engage in the appeals process and provide relevant and accurate information pertinent to your appeal.
• Respond to reasonable requests for information.
• Submit appeals within the stipulated timeframes.
• Treat staff with respect.
• Turn up at the correct time for Stage 2 Academic Appeal Panels (if applicable). If you are unable to attend a meeting let us know.

We want you to know:

• You may be required to wait several days for an answer to an appeal request until the relevant information has been obtained from other services. We will let you know a date or number of working days by which we will respond. If an extension is necessary, we will let you know the revised timeline.
• You can help yourself in finding relevant information at:
  • Information & Procedures on Academic Appeals
  • Academic Appeals Intranet Page (only accessible to staff and students)

For Student Conduct (Academic), you can expect: 

• Confidential and impartial handling of cases of alleged misconduct.
• Fair and consistent application of the Code of Student Discipline: Academic Misconduct.
• Information and referral to support services, when appropriate.
• To be treated with respect.

We expect you to:

• Actively engage in the academic misconduct process and provide relevant and accurate information pertinent to the alleged misconduct.
• Respond to reasonable requests for information.
• Submit appeals within the stipulated timeframes (if applicable).
• Treat staff with respect.
• Turn up at the correct time for Academic Disciplinary Officer (ADO) meetings and Disciplinary Appeal Panels (if applicable). If you are unable to attend a meeting let us know.
• Act in accordance with the Abertay Citizen Code.

We want you to know:

• All alleged misconduct will initially be investigated by an ADO. The ADO will inform you as soon as possible of the alleged offence or offences and give reasonable notice of the time, date and place at which you should meet with them.
• You can help yourself in finding relevant information at:
  • Information & Procedures on Student Discipline
  • Student Conduct Intranet Page (only accessible to staff and students)

For Student Conduct (Non-Academic), you can expect:

• Confidential and impartial handling of cases of alleged misconduct.
• Fair and consistent application of the Code of Student Discipline: Non-Academic Misconduct.
• Information and referral to support services, when appropriate.
• To be treated with respect.

We expect you to:

• Actively engage in the non-academic misconduct process and provide relevant and accurate information pertinent to the alleged misconduct.
• Respond to reasonable requests for information.
• Raise allegations of misconduct within the stipulated timeframes.
• Submit appeals within the stipulated timeframes (if applicable).
• Treat staff with respect.
• Turn up at the correct time for interviews, Student Disciplinary Boards (if applicable) and Disciplinary Appeal Panels (if applicable). If you are unable to attend a meeting let us know.
• Act in accordance with the Abertay Citizen Code (applicable to students).

We want you to know:

• Before embarking on any disciplinary action, facts are established through a preliminary fact-finding investigation. This investigation is undertaken by Authorised Investigators (AI). The AI will inform the Responding Student as soon as possible of the alleged offence or offences and give the Responding Student and Reporting Person reasonable notice of the time, date and place at which interviews will occur.
• You can help yourself in finding relevant information at:
  • Information & Procedures on Student Discipline
  • Student Conduct Intranet Page (only accessible to staff and students)