QMYOU / Sustainable Business 15
UK ’ s first ever administrative justice research institute
QMU ’ s business and consumer experts have expertise in Ombudsman training , complaint handling , dispute resolution and consumer affairs .
Dispute resolution falls within the work of QMU ’ s Consumer Insight Centre and the University ’ s Division of Business , Enterprise and Management . The aim of the Centre is to be a nationally and internationally recognised leader in dynamic and innovative learning , knowledge exchange and research in consumer insight .
With an established reputation for high quality accredited training for ombudsman and complaint handling organisations , the Centre has provided accredited training for over 1000 ombudsman colleagues and CPD training for 700 regulatory staff during the last three years .
As the first academic institution to be licensed and approved for the provision of the Ombudsman Association case handler training courses , QMU holds a unique position in the university sector to run effective programmes for this sector and for organisations within the jurisdiction of ombudsman and complaint handling organisations .
For more information and to view the courses , visit : www . qmu . ac . uk / be / Research / CIC / cic . htm
or contact Chris Gill , MSc Dispute Resolution Course Leader , E : cgill @ qmu . ac . uk ❒
QMU is playing a key role in setting up the UK ’ s first Administrative Justice Institute ( UKAJI ).
The ‘ administrative justice system ’ includes the procedure , law and mechanisms for resolving disputes between individuals and public bodies . This system deals with more cases than the criminal and civil justice systems combined .
Public bodies make millions of decisions each year that directly affect the rights and interests of individuals , including family incomes , jobs , welfare benefits , healthcare , housing and education .
Individuals have the right to challenge public bodies if they believe their decisions are wrong . People may be able to ask the public body to consider the matter again , complain to an ombudsman , appeal to a tribunal , or challenge the decision in judicial review proceedings . These methods of appeal are intended to ensure administrative justice .
Over the next three years , the Institute will address the lack of research evidence on different administrative justice mechanisms by linking the policy , practice and research communities together , developing a coordinated research agenda and improving access to data and information .
The Institute has a core team of 11 experts from around the UK , including Chris Gill , Lecturer in Administrative Justice at QMU , who will be delivering the project in Scotland . Commenting on QMU ’ s role in helping to set up UKAJI , Chris said : “ Research on administrative justice has the potential to improve outcomes for all users of public services by providing crucial data on what happens when citizens complain about state decisions .
“ QMU will be focusing on developments of the Institute within Scotland , Wales and Northern Ireland , as well as developing a pilot project to help advance administrative justice research . We ’ re looking forward to working with academics , policymakers and practitioners from across the UK to develop this exciting project and to make the Institute a success .”
For more information on UKAJI , visit http :// ukaji . org ❒
Chris Gill , Lecturer in Administrative Justice
New model for design of dispute resolution schemes
The Legal Ombudsman in England published a research report in December which examined alternative dispute resolution processes and provided a toolkit for the review and design of Alternative Dispute Resolution bodies . The report , produced by academics in QMU ’ s Consumer Insight Centre , offered a new model for the design of dispute resolution schemes and included 10 case studies from the UK and around the world . ❒
QMYOU / Sustainable Business 15