Welsh Language Standards: Complaints Procedure

The Welsh Language Measure (Wales) 2011 ensures that the Welsh language has official status in Wales. This means that it should not be treated less favourably than English. It is also a means of establishing a legal framework, placing a duty on certain bodies to comply with specific standards regarding the Welsh language.

一组标准of legal requirements which are intended to improve the bilingual services that Welsh speakers can expect from many public and statutory bodies, including universities and colleges.

The University of Wales Trinity Saint David is committed to comply with the following Standards that were prescribed by the Welsh Language Commissioner in the Compliance Notice sent to the University at the end of September 2017.

  • Service Delivery Standards
  • Policy-making Standards
  • Operational Standards
  • Record-keeping Standards

Since 1stApril 2018, the University has been expected to comply with the vast majority of the Standards.

The University will do its utmost to comply with all the Standards across its various campuses in Wales. If a member of the public, a student or a member of staff feels that the institution has not complied entirely with one or more of the Standards then he /she may submit and bring to its attention an official complaint.

The procedure outlined below traces the formal complaints process that should be followed in such a situation. Careful consideration will be given to concerns, comments and complaints to ensure that any issues are treated in the most appropriate manner.

Stage 1:

You are asked to complete the Complaints Form below. This form may be completed either in Welsh or English and you are urged to submit it as soon as possible following the event in question. Alternatively, you can email your complaint toiaithgymraeg@pcydds.ac.uk.

The University will do everything possible to acknowledge your correspondence and seek to respond to the complaint within five working days. This may involve directly contacting those who submitted the complaint and the Unit where it is alleged that the failure to comply occurred. If the complaint is a simple matter that can be dealt with immediately by the University and those who submitted it are satisfied with the response, then no further steps will be required. The Coordinator of the Rhagoriaith Team, (i.e. the University’s Centre for Welsh Language Services), will be responsible for coordinating the University’s response to the complaint during the first stage of the process.

Stage 2:

If it is not possible to resolve the complaint informally, then the University will hold a detailed inquiry. Every possible effort will be made to complete the inquiry within 14 working days and to inform, in writing, those who submitted the complaint concerning the result. Should the University require additional time to complete the inquiry, it shall communicate in good time with those who submitted the complaint, explaining the precise reasons for the extension. The Associate Pro Vice-Chancellor with responsibility for the Welsh language across the University will lead the inquiry.

调查表明,大学没有t entirely complied with the Standards, then the University shall apologize in writing to those who submitted the complaint, also explaining by when it is intended the matter in question be resolved. The correspondence will also explain the intended steps to be taken in order to ensure that a similar situation does not recur in future. Those who submitted the complaint will be given an opportunity to respond to the University’s correspondence, as well as an opportunity to confirm that they are happy with the outcome.

Stage 3:

Should those who originally submitted the complaint not be satisfied with the University’s written response, then they may proceed a stage further by appealing directly to the Welsh Language Commissioner. The Office of the Welsh Language Commissioner is then likely to hold a further inquiry of the complaint over an extended period. Further details of the appeal process are to be found on the Welsh Language Commissioner’s website.

The University is expected to keep a record of all formal complaints concerning its use of the Welsh Language. An update will be given in the meetings of the Welsh Language Standards Monitoring Committee, which meets twice a year. The names of those who submitted complaints to the University will not be disclosed – only a summary of the nature of the complaints will be provided.

This procedure will be displayed on the University’s website and the ‘Welsh Language’ tile on the institution’s intranet. It will be reviewed annually by the Welsh Language Standards Monitoring Committee and any changes will be reported to the University’s Welsh Language Affairs Committee.