The College welcomes comments and suggestions from students about its services. Students wishing to make a suggestion or comment about the College’s services, either academic or non-academic, can do so informally at the point of service delivery or by contacting the person in charge of the relevant area or, when it seems appropriate, by raising the matter with their Tutor or the Senior Tutor. Occasionally, however, students may wish to make a complaint about the services they receive. This document sets out the procedure for making a complaint to the College.

The College anticipates that complaints will normally be dealt with informally in the first instance. Students with a complaint should seek to bring it to the attention of the College using the procedure outlined here as soon as possible following the occurrence of a problem and ideally within one calendar month. Many complaints can be dealt with quickly and effectively in this manner, without recourse to formal procedures. The College’s procedures have been developed with this in mind. The College will seek to provide fair and objective procedures for examining and resolving complaints and to ensure that its procedures are free from partiality arising from personal or institutional conflict of interest or other sources of bias. No student will be disadvantaged by having raised a complaint, but the College expects that students will not make frivolous, vexatious or malicious complaints. Students who are considering making a complaint may wish to seek help or advice from the people listed on the following pages.

Complaints relating to the behaviour of contractors and others working for the College should not be taken up directly with the individual concerned but should be made by the student either through a Tutor or directly to the General Manager (Administration).

Persons from whom help may be sought

For RITHS Higher Diploma students:

Students should be aware that a separate procedure exists for appealing to the RITHS in a case where a student feels that he or she has been disadvantaged or unfairly classified in the examination. You can complaint directly to the Registrar or Controller of Examinations. Decesion of the Controller of the examinations shall be fair and final.

Where a complaint includes an allegation that an offence of a criminal nature has been committed, it may be reported by the complainant to the police. In so far as there is no conflict of interest, the College will seek to offer advice and support in such cases, and the complainant may wish to seek legal advice.

Complaints on matters of College policy should be directed to the appropriate College committee through student representatives.

Every attempt will be made to maintain the confidentiality of a complainant. However, where a complaint is of a personal nature against an individual, it is likely that the complainant’s identity would have to be revealed at some stage in all but the most exceptional cases in order for there to be a fair investigation. The College will endeavour to inform an individual complainant of the extent to which his or her identity is likely to be revealed at each stage of the procedure. To assist in the process of auditing the quality of its services and responsiveness to student comments, suggestions and complaints, the College will monitor complaints. The College undertakes to respect the confidentiality of complainants in this exercise.

Stage one: Students who have minor concerns of a domestic nature which relate to accommodation faults or the non-functioning of other student facilities should enter these in the book, which is provided for this purpose. If an issue is not resolved within a reasonable time, the student should consult his or her Tutor.

Students who experience a problem with any other College service or anything else within the control of the College should first raise the matter with the individual who has handled the matter. If informal discussion does not resolve the situation satisfactorily the person responsible for the area to which the complaint relates should be approached either directly or, if preferred, through a College Tutor.

Stage two: In cases where a student feels that the nature of the complaint is too serious to be dealt with informally himself or herself or through a Tutor, or where, after the relevant Head of Department has been approached, a satisfactory conclusion has not been reached, a complaint should be made in writing to the Registrar, who will acknowledge receipt and ensure that the matter is looked into as soon as possible. An initial response to any complaint can be expected within seven days of its receipt, and a considered response to the complaint should be received within three weeks, with any subsequent remedy implemented with the minimum of delay.

If the matter is not resolved, you will be eligible to give appeal to the Chairman. The decision of the Chairman will be final as far as any college matters concerned.