Case Handler Checklist

Best Practices for Managing Student Complaints and Appeals

Intake and preparation

  • Review complaint/appeal submission for completeness
  • Clarify issues and desired outcomes with student
  • Check jurisdiction and procedural requirements
  • Identify relevant policies and regulations
  • Plan investigation approach and timeline

Investigation and evidence gathering

  • Collect and review all relevant documentation
  • Interview relevant parties and witnesses
  • Maintain detailed investigation records
  • Consider need for additional expertise
  • Evaluate evidence objectively

Resolution and communication

  • Consider appropriate resolution options
  • Draft clear and reasoned decision
  • Explain rationale and evidence basis
  • Outline next steps and appeal rights
  • Communicate decision professionally

Post-resolution review

  • Document case outcome and rationale
  • Review process for improvements
  • Update relevant procedures if needed
  • Share learnings with colleagues
  • Monitor implementation of outcomes