Complaints and appeal
ONESQA allows both assessors and educational institutions to make appeals and objections during all EQA processes as follows:
1. An appeal of assessors
As regards the performance of assessors, ONESQA monitors and assesses it through EQA report reviews and feedback from the institutions. For quality assessors, their licenses will be renewed every two years and given recognition at national/international forums ONESQA organizes. On the other hand, if an assessor’ performance are in doubt or has led to complaints, ONESQA has its regulations to handle the cases. It has a working committee on the appeal and complaint management to investigate cases, follow-up on the progress, report the outcome, and disseminate the decisions as shown in Figure below.
Figure of Process to Ensure External Assessors’ Professionalism and Ethics
2. An appeal of educational institutions
Since the beginning of ONESQA’s EQA, educational institution has been able to make an objection at any stage of the assessment from before the institutional visit to during and after the visits.
Before the institution visit: ONESQA submits a letter of assessor lists to the educational institution for approval. The assessor team is appointed when no objection is made by the educational institution.
During the institution visit: The assessor team presents comments verbally to key people of the educational institution. Should there be any unclear issues or disagreements on the points made by the assessors; the education institution is allowed to raise its questions for discussion, clarity, and clarification. The assessor team will summarize the assessment results for its report writing EQA.
After the institution visit: The assessors submit the draft to the institution within 15 days after the institutional visit is completed for the institution’s review and approval. The institution reviews and approves the draft within 15 days after having received it. If the review of the assessment results is not returned within the due date, it is assumed that the institution has approved the draft of the assessment report.