Summary
Ms C complained that the university had failed to respond to her complaint within a reasonable timeframe. Ms C submitted her complaint to the university but had not received a response by the time she contacted us ten months later.
We found that the university had appropriately handled the complaint at Stage 1 of their complaints process and had also kept Ms C reasonably informed of the progress of her complaint at Stage 2 of the process. However, we considered that it was unacceptable for Ms C to have still not received a response to her complaint ten months later and the university had been unable to provide an indication of when a response might be ready. Therefore, we upheld Ms C's complaint.
Recommendations
What we asked the organisation to do in this case: Respond to Ms C's complaint.
In relation to complaints handling, we recommended: The university should ensure that they have the most efficient system for processing complaints, to minimise unreasonable delays in the face of limited resources.
Related reading
View Decision Report 201800910 as a PDF (12.42 KB) Updated: December 2, 2018