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 article explores the possible impact (beyond the appointment of a Director of Compliance for HE managers) once the Higher Education Act 2016 has created OFTE--the Office for Tertiary Education Regulation. The article also focuses attention on the long-established consumer protection context for the operation of the student-university contract…

Higher education systems worldwide are currently facing a trio of competing challenges: increasing access and absorbing demand; promoting and safeguarding quality; and reducing and minimising costs to students, taxpayers and other investors. The growth of private (profit and not-for-profit) educational provision worldwide, in addition to other…

It might not have been quite what he had in mind when he said it, but Aristotle was right: good quality assurance must be a habit embedded at every level within higher education, not an isolated occurrence. But even good habits can become mere routine, in danger of being emptied of their original purpose and meaning. Periodically, review and…