The prevention and resolution of student complaints are critical factors in maintaining and improving the student experience. Rob Behrens looks at the wider context, drawing on lessons from beyond higher education, to examine the opportunities and possible pitfalls.

This report of the Ombudsman at Cornell University discusses: the composition of the staff; the volume of work; the sources of the complaints (the office serves the whole University community); the classification of complaints by subject, and source of complaints by College or Agency; the procedures used in handling the complaints; the types of…

The purposes of the study were: (1) to define the campus Ombudsman; (2) to review the circumstances leading to his appearance on the academic scene, (3) to describe his activities, and (4) to analyze the effects of his activities. Campus Ombudsmen were interviewed at six institutions including: the University of California at Berkeley, Columbia…

After briefly reviewing the history and characteristics of the office of the Ombudsman, the author discusses the establishment of that office at Michigan State University. The functions of the Ombudsman, who is to be appointed by the President from among the senior faculty are to establish procedures for receiving requests, complaints, and…

This report by the campus ombudsman at San Diego State College discusses in the preface some ways of approaching the position and the elements to be included in prospective job descriptions. The report begins with a description of the kind of person needed for such a position, how to establish the office and choose the man, the type of office…

The office of Ombudsman at San Jose State College was created as a response to a series of demonstrations by the black community protesting discrimination experienced on and around campus. The Ombudsman was to "search out and facilitate the removal of discrimination of the basis of race, creed, or national origin" wherever it occurred.…

The problems brought to the Ombudsman Office at the University of Tennessee, Knoxville, are considered. Many of the questions brought to the Ombudsman Office concern grades and grading practices, but nonacademic problems are also questioned. Many of the problems are the result of misinformation having been given to the student. Patronizing or rude…

Findings of a California secondary school survey of procedures for solving students' problems are presented here, along with recommendations for designing an effective problem-solving mechanism. (Author)

A fairness committee consists of a group of about 15 people, usually students, teachers, and administrators, who are either volunteers or are elected. This committee tries to improve the overall school climate by improving the quality of relationships between students, teachers, and administrators. It offers a neutral place for individuals to…