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