The Online Academic Complaint System

The Online Complaint System is a KSU Education office initiative which provides a hub for students to create and submit an academic complaint ticket. This allows an efficient way in which KSU can follow  up on the progress of each ticket and ensure a timely resolution.

This year the system was improved by roping in student representatives as virtual participants in the system. This will allow the Education Office to cooperate more closely with student reps by assigning complaint tickets from the relevant Faculties and Institutes. The info-graphic below is part of a campaign to raise awareness of the system and how to use it.

Ksu_Inforgraphic_ComplaintSystem

 

 The Education Office is providing you with a detailed stepwise guidance through this article. Follow these steps to learn how to submit an academic complaint when the need arises.

Step 1: Access KSU’s official portal – http://www.ksu.org.mt.

Step 1

Step 2: Access the complaints section on the portal’s home page.

Step 2

A number of quick links are available on KSU’s portal home page. These links guide the students to a number of practical services which are of their interest. To learn more about the complaint system, the ways and means of voicing a complaint and to whom you’d like to voice your concern, select read more on the ‘Complaints’ tab.

Step 3

The tab will provide you with general information about complaints. There are three main categories of recipients to whom students might want to contact. These are:

  • Faculty/Institute Student Representatives
  • Student Organisations
  • KSU’s Education Office

Each of the options above provides you with all the relevant information a student needs to set up a contact point between himself/herself and the complaint recipient.

For students who would like to keep their personal information undisclosed , there is also the ‘Anonymous Complaint’ option.

Step 3: Login to your KSU profile

At the bottom of each page of KSU’s portal, there is the constant option to access your personal KSU profile. You might remember accessing this in order to apply for your parking permit. Aside from the parking permit, the KSU profile provides a number of other services, including the submission of academic complaints.

Step 3-1

Once you login successfully you will be led to your KSU profile page where a number of options are available. One of the option tabs is ‘Academic Complaints’ where you can easily submit a complaint or else view past complaints and their status of resolve


Step 3-2
Step 4: Submitting an Academic Complaint.

From the mentioned optioned, the student can easily choose ‘Submit an academic complaint’ which will provide the interface. The complaint system functions on behalf of a simple form in which details relevant to the complaint are filled.

Step 4

Once the complaint has been submitted it will be reaching the education office which will keep close contact with the author of the complaint in order to reach an effective resolution in the shortest time possible.

Step 5: Follow-up your complaint.

Once submitted, the education office will receive your complaint and if deemed feasible your complaint may be assigned to the respective faculty/institute student representatives. However, if a matter is general or urgent, the KSU education office will mostly deal with it.

Your complaint submission will open a communication thread with the Education Office. The thread will be assigned a status tag dependent on the progress which has been achieved in dealing with the complaint. It is important that you follow-up progress on the complaint by regularly checking on it and replying to the education office when required.

Using the tool wisely!

The more appropriately the tool is used, the more effective will be its results. The tools purpose is to create an important communication bridge between students but misuse may lead to its loss of purpose. The tool should be used only for academic-related issues and students should not opt for this tool to ask general queries. Here are some tips which may help an effective use of the tool:

  • Make sure that your issue of concern has grounds for an academic complaint.
  • Student representatives can be very supportive in this area. Look into communication with them prior to the Education Office.
  • Provide accurate details related to yourself and the subject of complaint.
  • Explain yourself as concise as possible however feed in all the relevant information. Make sure that the complaint recipient (Education office) can clearly understand your concern.
  • Follow-up your complaint by providing regular input when asked to.
  • If a meeting is required to discuss the issue, do make yourself available.
  • Be as objective as possible!
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