David Anderson – 2016 Parliamentary Question to the Department for Business, Innovation and Skills
The below Parliamentary question was asked by David Anderson on 2016-01-25.
To ask the Secretary of State for Business, Innovation and Skills, what steps he is taking to ensure that the Office of the Independent Adjudicator is able to send the complaint outcome to the complainant and member higher education provider within 90 days of the reviewer’s determination that the file is complete.
Joseph Johnson
The Office of the Independent Adjudicator’s Annual Report (2014), which contains the latest published figures available, states that it took an average of 207 days to close a complaint from the time the student first submitted a complaint form. Provisional figures indicate that improvements have been made since then and the 2015 Annual Report is likely to show a significant reduction in this figure.
The European Directive on Alternative Dispute Resolution, which came into force on 9 July 2015, now requires dispute resolution bodies such as the Office of the Independent Adjudicator (OIA) to issue complaint outcomes within 90 days of receiving the full complaint file, unless the case is highly complex. The OIA and other alternative dispute resolution bodies are required to report to the Chartered Trading Standards Institute, which is monitoring compliance with the Directive.
