GRIEVANCE/COMPLAINT MANAGEMENT PROCEDURES

• We treat any student grievance as important feedback to us. We have staff assigned to manage student welfare including handling grievances and complaints and have a system and procedures to tackle these issues.

• For any complaint or grievance – whether it is verbally lodged; or by letter; fax or email, we will document the nature of grievance, complaint and given an interim acknowledgement that the matter is being investigated. We will acknowledge the complaint immediately within 48 hours.

• Our Operation Manager will be required to conduct the necessary investigation to establish the circumstance and facts of the case and forward the recommendation not later than seven (7) days of the complaint to the Administrator. The latter will verify and decide whether there are grounds to accept or dismiss the complaint/grievance.

• The Administrator will then offer a solution to the student. If the student accepts the solution, no further action will be pursued except to put on record the outcome.

• If the student declines the solution by the Administrator, the complaint will be referred to a higher level - the Program Director who will review the case and offer an alternative solution. Records of the proceedings must be kept and complainant kept informed of the status.

• If the latest solution is still not accepted by the deadline of 21 days (from date of his complaint), we will suggest that the matter be referred to the Case Mediation Centre for a resolution as a practical alternative against legal proceedings.