STANDARDS OF SERVICE

STATEMENT OF PRINCIPLE

We believe our students are the most important people in our College. As such, we believe that they are entitled to receive courtesy, respect, interest and enthusiasm from our staff. They are entitled to expect an educational experience of the highest quality, which has relevance either for their future employment, or to their further studies. They may expect that the service as a whole will be responsive to their needs and we expect that our students will value the time they spend in College.

We want our students to enjoy studying and we wish them to return to update their skills and knowledge at appropriate times in the future.

THE STANDARDS OF SERVICE YOU CAN EXPECT

When you come in to a college learning centre

If you have an appointment you should be seen on time, if not you should be seen within 10 minutes.

When you telephone us

Your call should be answered within 1 minute.

When you write to us

You should get a response within ten working days of our receiving your letter.
We will answer all your questions in clear, plain language.

When you are due a payment

You should receive the right amount of money on time.

Consulting Our Customers

We are committed to finding out, listening to and acting upon your views. We do this in a number of ways, by:

Collecting and analysing the written suggestions and complaints you send us.
Carrying out an annual customer satisfaction survey each academic year. We publish the results and use them, for example, to develop the services our customers say are the most important to them.

Whenever you contact us

You can expect us to:

Give our name when we answer the phone or write to you.
Be polite, considerate, open and honest.
Respect your privacy.
Give you information about the courses we run.
Apologise if we get things wrong, explain what has happened and put things right.
Deliver our services fairly, and to the same high standards to all our customers, regardless of gender, ethnic origin, disability and religion.

We Welcome Your Comments

If you would like to comment or complain about:

The way you have been treated.
The advice or information we have given you.
Any aspect of our service.

Please: Ask to speak to the person you saw, or if they cannot help ask to speak to the Principal. If you wish to complain in writing, you should address your complaint to Student Services, The Old School, Auchtertyre, IV40 8EG

STUDENT ENTITLEMENTS

As a student of Skye & Wester Ross College we will endeavour to provide you with:

The provision of guidance.
The provision of additional support for learning.
The opportunity to negotiate a proportion of your programme of study.
The development of a learning plan which meets your vocational and/or academic needs.
The provision of an appropriate range of student support services.
Equality of opportunity and choice in the education/training programme appropriate to your needs and capabilities.
The right to participate in student associations and to join the National Union of Students.
Prompt payment of bursaries, EMAs and student loans, if you are eligible.

STUDENT OBLIGATIONS

As a student of Skye & Wester Ross College you are obliged to:

Observe the College’s code of discipline and rules.
Observe the College’s code of academic discipline.
Conform to Health and Safety regulations and other related codes of practice.
Attend regularly classes, which comprise parts of the programme, undertake course work and other assignments (including assessment exercises) which are an integral part of the negotiated programme.