In Digital Services we are committed to ensuring a high quality of service to our Staff, Students, and Visitors alike. However, there may be instances where you may feel dissatisfied with the service or how the service is being delivered.
The Digital Service Complaints Process Framework ensures that complaints are addressed formally, fairly, and treated with the necessary care and quality; to both address any underlying issues and to improve the service that we provide.
The complainant must ensure that the complaint is relating to Digital Services, if the complaint is relating to educational experiences, academic service or faculties, it must be logged under the academic complaints procedure which can be found via the following link: https://myuni.swansea.ac.uk/academic-life/academic-regulations/conduct-and-complaints/complaints-procedure/
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How the Complaints are Handled
Digital Services have a defined Complaints Process Framework which aims to address each complaint within a 30-day SLA period.
Stages of the Complaint:
• Logging and Acknowledgement – 3-Day SLA
• Assessment, Categorisation, and Identification – 7-Day SLA
• Investigation – 10-Day SLA
• Solution – 10-Day SLA
As the complaint moves through each of the defined stages, the complainant will be provided with frequent updates to inform them on the status of the complaint. Automated emails will be provided through each stage of the complaint’s lifecycle.
Should the complaint be eligible and accepted, a written solution will be provided within the 30-day SLA period, subject to further information and correspondence being needed. Please be advised that complaints may be declined, a written statement will be provided for clarification.
For more information, please visit the General Principles section.
General Principals
The following principals shall apply when dealing with Digital Service complaints.
1.1 – Identity
In order for the complaint framework to be followed the complainant must provide a means of identity; This is to ensure that complaints can be handled effectively and to directly communicate with the complainant to resolve the underlying issue.
Complainants reserve the right to remain anonymous. However, this means the complaint process cannot be followed. In this event your complaint will be acknowledgement and be resolved internally, as there is no means of directly communicating the outcome.
1.2 – Professionalism
The Digital Services area expects all parties to act reasonably and fairly towards each other, and to act with respect. If this is not upheld the complaint may be rejected, the decision will be communicated to the complainant.
1.3 – Judgement
The complainant will not be subject or suffer from any disadvantage or recrimination as the result of making a complaint. This is subject to variation if a complaint is judged to have been made frivolously, vexatiously or with malice. At which point the complaint may automatically be rejected.
1.4 – Clarification
In the event that a complaint is made against an individual, the source of the complaint will be advised in order to provide a fair opportunity to respond and acknowledge. This is subject to the complainant demonstrating that there is otherwise a reason not to involve the source of the complaint.
1.5 – Confidentiality
Each complaint is handled with privacy and confidentiality at its very core. Once logged, your complaint will be assigned and handled by the dedicated team (the source of the complaint) and an assigned stakeholder. Correspondence will be managed and maintained by both groups.
Should the complaint require escalation another stakeholder will be involved in handling the complaint.
1.6 – Engagement from the Union
Both Staff and Students maintain the right to engage their respective unions should the case matter be applicable as a means of support.
1.7 – Engagement from HR
There are a few scenarios whereby the HR Complaints/Disciplinary process may need to be followed. For example, if the subject of the complaint involves legal matters, internal processes or relates to matters that are outside the control of Digital Services.
1.8 – Escalations
The complainant reserves the right to escalate a complaint through any stage of its lifecycle. This is applicable if the responses received are not satisfactory, the solution provided isn’t accepted or you feel as though the complaint isn’t being addressed in the manner in which you expect.
However, please be advised that once escalated the complaint will be assessed by a senior resource who will investigate and determine whether the escalation is justified, alike the main process the senior resource has the ability to accept or decline the escalation, rest assured that you will be informed of the outcome.
1.9 – Grace Periods
The complainant will be provided a 3-Day grace period. This provides the source of the complaint 3-Days to respond to complaints that have been rejected or to appeal a provided solution. Should no response be provided by the complainant during that time the complaint will be resolved.
2.0 – The Right to Decline
Digital Services reserves the right to decline a complaint, this is applicable to complaints whereby:
• The SLA agreement hasn’t been breached.
• The complaint uses offensive, discriminatory or unacceptable language and tone.
• The complaint is outside of the Digital Services remit.
• The complaint process is used as a means to cause defamation to an individual, is proven to be fabricated, purposely inaccurate or exaggerated.
2.1 – The Right to Appeal
The complainant maintains the right to appeal any decisions or rejection of a complaint, this is protected by the below subject matters:
• The Solution failed to address your complaint.
• You view the rejection as unacceptable.
• Is outside the scope of “The Right to Decline”.
Please be advised that once an appeal has been submitted a review and re-assessment will be conducted, though it doesn’t necessarily mean that it will be accepted.
A written statement will be provided to outline the outcome of the decision.
2.2 – Independent Panel
An independent Panel has been established to delegate and deliberate in the handling and management of all complaints. This ensures that a consistent level of quality and output is provided, and a fair and acceptable solution is provided.
2.3 – Closing Statement
A closing statement will be provided at the end of the 30-Day Complaint Process Framework, subject to further information and correspondence being needed. This will outline the acknowledgement of your complaint, how we are rectifying the underlying issue and further mitigation actions we are taking to ensure that there isn’t a re-occurrence.
2.4 – Complaint Recording
Once a complaint has been successfully logged it will be managed via the Service NOW system and will be visible to the source of the complaint, the Independent Panel and Senior Management.
2.5 – Post Review
Once the complaint has been resolved it will be held, recorded, and maintained in the Service NOW system for quality and assurance purposes for a full calendar year.
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