| Thursday 18 May 2017 | |
 0930-1000 | Registration and coffee |
| 1000-1005 | Welcome and introductions [More Info] Ann Heron, Head of Quality Enhancement, Ayrshire College |
| 1005-1020 | SPSO Update [More Info] John Stevenson, Head of the Complaints Standards Authority , SPSO Rosemary Agnew, Scottish Public Services Ombudsman |
| 1020-1115 | Sector Overview [More Info] Bob Guthrie, Customer Relationship Manager, City of Glasgow College |
| 1115-1130 | Coffee Break |
| 1130-1200 | Journey of a complaint at SPSO [More Info] George Hunter, Assistant Manager , SPSO |
| 1200-1215 | Categories of Complainant |
| 1215-1300 | Lunch |
| 1300-11400 | QA Toolkit [More Info] Jamie McGrandles, Executive Casework Officer, SPSO |
| 1400-1445 | Complaints Handling Tool [More Info] New College Lanarkshire Kenji Lamb, Advisor, College Development Network |
| 1445-1500 | Plenary [More Info] Ann Heron, Head of Quality Enhancement, Ayrshire College Elma Lindsay, Quality Team Leader, College Development Network |
| 15:00 | Close |
©College Development Network 2017 Registered with and regulated by the Office of the Scottish Charity Regulator (no SC021876) 
