A guide for members of the public, students and staff who wish to make a complaint or a comment regarding services offered in Welsh by Aberystwyth University.
Aberystwyth University is obliged to comply with the relevant Welsh Language Standards designated by the Welsh Language Commissioner. A copy of the Language Standards imposed on Aberystwyth University in a Compliance Notice can be seen here Compliance Notice - Section 44 Welsh Language (Wales) Measure 2011
If you believe that the University has breached the terms of its Welsh Language Standards, or has interfered with your right to use Welsh or has been unsuccessful in allowing you to exercise your rights in any way, you may make a complaint or comment. The procedure below outlines the complaints process followed by the Centre for Welsh Language Services, the department in the University which is responsible for advising on the implementation of the Standards. Careful consideration is given to concerns, comments and complaints and we ensure that all matters raised are dealt with in the most appropriate manner.
What does the Centre for Welsh Language Services do?
The Centre for Welsh Language Services is responsible for implementing the Welsh Language Standards, along with the Faculties and Professional Services, and it monitors the relevant standards to ensure compliance throughout the University.
The purpose of the Welsh Language Standards is to give more rights to service users to use Welsh in their dealings with the University.
The Standards imposed on Aberystwyth University explain how the University is expected to provide specific services through the medium of Welsh making sure that the Welsh language is not treated less favourably than the English language and to make it easier for users to receive comprehensive services through the medium of Welsh.
Definition of a Complaint
You can use this procedure to complain about any one of the commitments that are included in the
- Service Delivery Standards
- Policy Making Standards
- Operational Standards
You may also use this procedure to complain -
- if you feel that someone has interfered with your freedom to use Welsh in the University.
Who can complain?
Members of the public, students and all University staff may make a complaint about an alleged failure to comply with the Standards.
Dealing with Complaints
If you have not been able to use Welsh or have not received a Welsh service in one of the areas listed above, you can make a complaint by following these steps:
Step 1: Resolving the complaint informally
You can complain by completing the form which is on our website. Complaint Form We will acknowledge the complaint within 5 working days. Usually, we will contact the individual or department concerned and attempt to resolve the issue as quickly as possible. If it is a simple matter to correct and you are content with our response or our decision on any action to be taken, no further steps will be taken.
Step 2: Investigating the complaint formally
If it is not possible to resolve the complaint informally we will hold a thorough investigation. We will endeavour to resolve the issue within 20 working days, and we will inform you of the result in writing. You will receive regular updates on any developments or if we need more time to hold further investigations. We will need as much evidence as possible to hold a full investigation e.g. files, notes, correspondence, records of conversations.
If we come to the conclusion that the University has not fully complied with the Standards, we will acknowledge our responsibility and will offer you an apology along with an action plan to resolve the matter. We will also do our best to explain the situation to you and to take the appropriate steps to make any necessary changes in order to avoid similar problems in the future. This can give us the opportunity to improve our services, including additional training for staff or the revision of policies and procedures. We will give you the opportunity to respond to the comments and ensure that you are satisfied with the result before closing the case.
Step 3: Contacting the Welsh Language Commissioner
If you feel that the complaint has not been resolved in a satisfactory manner or if you are dissatisfied with the result, you can appeal against the decision by transferring the complaint to the Welsh Language Commissioner. They will then hold a further investigation in collaboration with the University, and this could be over an extended period of time. Below is a link to the Welsh Language Commissioner’s website.
Monitoring and Compliance
A copy of all formal complaints will be kept in order to improve the standard of services, but the information will not be shared outside the University. The information will be confidential, and will be used for the purposes of procedure, monitoring and analysis only. This policy will be reviewed regularly in order to respond to any changes. We will ensure that all members of the University staff are aware of this policy regarding the Welsh Language Standards. We will endeavour to deal with your complaint in an open and transparent manner and as quickly as possible. We welcome any feedback on how we deal with your complaint so that we can improve our service in the future.
How to Make a Complaint
Please use the form to make a complaint - Complaint Form You are welcome to contact us in Welsh or English. Remember to include as much detail as possible which will help us to deal with your complaint efficiently. Please try to make the complaint as soon as possible after the event so that we can deal with the matter in the most efficient way.