高等教育機関における学生からの苦情への対応体制―国際通用性のある枠組みの構築に向けての一考察―

抄録

 Listening to diverse voices is essential to improve the quality of teaching and learning, as well as for university campuses to become safe places for all students. Improving student complaint handling systems is also important for universities to meet diverse student needs. As higher education institutions are extending their educational activities beyond national borders, it is necessary to ensure that the system is internationally compatible. However, little attention has been paid to the development of the framework to better respond to student complaints in Japan.

 The purpose of this study is to gain understanding of the basic framework for handling student complaints in the higher education sector by examining publicly available information in Australia, New Zealand, and the United Kingdom.

 Despite the diversity and complexity of the higher education systems in three countries, they share a common structure in which universities' internal processes have been developed and are maintained, based on national unified standards and guidelines. The quality of internal procedures for handling student complaints is assured by several external systems that review universities' compliance with the standards.

 Further discussion is necessary to establish a framework for Japanese higher education sector to ensure that the procedure is accessible and meets international standards.