Complaints and Appeals

Complaints and Appeals

The Institution ensures a clear and fair mechanism for addressing complaints related to:

• Academic procedures (not covered by the Appeals Process)
• Behavior of staff, students, or peers
• Discrimination, bullying, or harassment
• Administrative services or facilities

Complaint Process

1. Informal Resolution

• The complainant is encouraged to raise the issue directly with the person or department involved.
• Most issues are resolved informally at this stage.

2. Formal Complaint Submission

If unresolved, a written complaint is submitted to:

• Student Affairs Officer (for student complaints)
• HR Officer (for staff complaints)

The complaint must include:

1. Complainant’s name
2. Date and description of the issue
3. Relevant documentation (if applicable)

3. Investigation

• The relevant Officer conducts an initial review and interviews as needed.
• A response is provided within 15 working days (or interim updates in complex cases).

4. Escalation

• If resolution remains unsatisfactory, the complaint may be escalated to the Disciplinary & Appeals Committee.
• This body conducts a review and issues a final written decision.

Anti-Retaliation Policy

Any form of retaliation against individuals who raise concerns in good faith is strictly prohibited and may lead to disciplinary action.

Appeals and Data Handling

• Students may appeal a rejection through the Disciplinary & Appeals Committee, submitting additional evidence if applicable.
• All records will be handled in line with the Institution’s Data Protection and Retention Policy.