Following up problems - quality assurance of education

This page describes routines for processing cases reported by students in the problem and discrepancy system.

Also see: The students' page for reporting problems and discrepancies | Problem reporting system

På norsk: Oppfølging av avvik

Main receptor - Student Services #

Student services is the main line for reported problems and discrepancies.

  1. Decide which category the problem fits in to, and decide where to send the case. As a rule, all problems regarding quality of education and learning environment should be sent to the student’s home faculty.
  2. The student should provide a programme of study code or course could in the report form. The case can be sent to the faculty prescribed by this information. This can be done by changing Unit to which the problem applies on the top of the page. Note that if the case pertains to personnel, the head of department should always be asked before the case is transferred to the faculty. Problems regarding to physical learning environment and HSE should be transferred to the faculties HSE coordinator. This is done by changing the unit (select the appropriate faculty) and topic in the form.
  3. If the problem DOES NOT pertain to educational quality, learning environment or HSE, write a reply to the students explaining why the problem won’t be treated in the reporting system, and reject the report. The students should be informed and always offered help to report to the correct unit at NTNU (especially for whistleblowing). The student shouldn’t have to report the problem again via another system. The case is then closed.

The faculties’ receptors #

Every faculty has a quality of study contact person who is responsible for treating and sorting cases.

  1. As the faculty’s contact you will receive an email when a case has be sent to your faculty. Click on the link, log in, and you will be directed to the report.
  2. If the problem pertains to HSE or physical learning environment, select Transfer to another case worker and chose the person who processes HSE problems at the faculty (the HSE coordinator). Note that if the case relates to personnel, the head of department should always be asked before the case is sent upward.
  3. Click Approve report at the bottom of the form. The individual who has sent the report will then receive notice that the report is being treated, as well as a link so he/she can follow the development.
  4. If the report pertains to quality of education or learning environment:
    1. Click on Consequences and evaluate the severity.
    2. Click Action and select Add a new action.
    3. Fill out a course of action and click Select to choose a person responsible for the action. This could be the course coordinator, head or department or dean.
  5. Consider informing others of the problem.
  6. If the deadline for completing the action is exceeded, both you and the person you set as responsible will receive reminders.
  7. When the person responsible for action marks the case as completed, you will receive an email. Fill out the information under Final treatment, and close the case.
  8. Write a report if necessary.

Person responsible for action #

You may receive responsibility for actions as a course coordinator, head of department or dean.

  1. You receive an email with a link to the reporting system. Click the link, log in and you will be directed to the case that was sent to you. Accept the case or reject it if you are not the right person.
  2. Suggest and complete the necessary action if this can be done without approval from higher up. This is done outside of the reporting system.
  3. Close the case:
    1. Go to the reporting system and describe what you did to solve the problem under Completing and evaluating the action.
    2. Click Mark action as completed to close the case. The individual who reported the case will now receive notice that the case has been closed.

How someone who reports a problem can follow case treatment #

  • The individual who reported the problem receives an email with a link to the case once the processing by the faculty has started, and can thus follow the process.
  • The individual who reported the problem receives an email when the case has been closed by the quality of study contact.

Categories in the reporting system #

Note that sensitive information should not be saved in the reporting system.

Quality of education and learning environment #

  • Quality of education: If student evaluations are not completed or if the plan of action is not followed through with.
  • Physical learning environment: Lack of teaching and studying areas, physical facilitation, ventilation, safety protection or universal access.
  • Psychosocial learning environment: Lack of freedom of speech, student environment, respect, equality, meeting areas, social activities or student welfare.
  • Improvement suggestions: Suggestions on how to improve the learning environment.

HSE #

  • Injuries, close calls, dangerous situations for employees and students, rule breaking or suggestions on improving health, environment and safety. Problems reported could be damage to people, environment, building or material goods.  

Whistleblowing #

  • Whistleblowing is reporting the infraction of a law or rule, ethical norm or other serious problems at NTNU that could harm the university or society, or other critical situations at NTNU, such as any situations that present danger to health and person.

General principals #

  • The problems should be solved at the lowest possible level of organisation, and should first be discussed by student representatives, reference groups, course coordinators, the head of department, the heads of the study programme or the faculty leadership or the next closest leader. If this does not lead to a solution, or the problem is difficult to solve, the reporting system should be used.
  • Sensitive information should not be saved in the reporting system.
  • The process described only applies to problems under the category of Quality of education and Learning environment (physical and psychological). Other problems (which are not handled by Student Services or forwarded to the faculty) are rejected, with an explanation as to why.

Contact information #

If a student experiences that evaluations are not being completed or followed up as per the NTNU requirements for quality of education, they should first inform student representatives, the head of the department, the heads of the programme of study or the faculty leadership.

NTNU has aweb-based reporting system where students can reports problems if these people do not solve them first.

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