Two model Complaints Handling Procedures (CHPs), one for the Higher Education sector and one for the Further Education sector were published on 19th December 2012. These model CHPs were published under section 16B of the Scottish Public Services Ombudsman Act 2002 (as amended by the Public Services Reform (Scotland) Act 2010). All Universities and Colleges were required to have implemented the model CHP by 30 August 2013.
Both the Higher Education and the Further Education model CHPs were developed in consultation with key stakeholders from each sector, including Universities Scotland, Scotland’s Colleges, and complaints experts from each sector.
Monitoring and compliance
Compliance with the model CHPs is monitored by the Complaints Standards Authority (CSA) in conjunction with the Scottish Funding Council (SFC). In addition to the requirement to adopt the model CHP under the SPSO Act 2002 (as amended) adopting the model CHP will be a requirement of the SFC’s Financial Memorandum. Further details on monitoring and compliance arrangements are provided in the Guide to Implementation referred to above. Any questions about the model CHP should be addressed to the CSA at firstname.lastname@example.org