This document outlines the policy for handling all complaints brought to the attention of the company. The policy applies to all services provided by the company. The policy complies with the requirements on raising complaints as an expression of dissatisfaction by one or more individuals about the standard of a service, action or lack of action by the institution.
A complaint may be related to:
- Failure to provide a service,
- The quality of facilities or learning resources,
- Treatment by, or attitude of, a staff member,
- The failure of the Institution to follow an appropriate administrative process,
- Dissatisfaction with the Institution’s policies or procedures.
If you are dissatisfied with the company’s educational or support services (other than the award of credit, a mark, grade or qualification in respect of which the Academic Appeals Procedure applies) you should follow the procedure as detailed below.
Initial Stage to Resolve a Complaint
It is very important to register the nature of a complaint as soon as possible. Raising an issue can often resolve a problem quickly and informally; a complaint (which may, for instance, be founded on a misunderstanding or disagreement) can sometimes simply require a calm, balanced and non-prejudicial discussion between parties, without the need for any further action.
At the earliest stages, a complaint may be resolved quickly and efficiently by simple consultation or discussion with the right person - such as those listed below:
- Sales Counselor
- Training coordinator
- Sales Manager
- Course Director
Where possible you should raise your concern with the person to whom the complaint refers.
The person you contact might be able to solve the problem directly, to intervene, or at least offer suitable advice about how to proceed or where to go for assistance or advice. They may be able to advise about what would constitute an appropriate remedy, and opportunity to consider whether there is indeed a complaint to be addressed. You will then be in a position to decide whether to proceed further, and how.
If, however, you feel that a complaint has not been dealt with satisfactorily at the initial, local level or if the problem is of a more serious nature, then you should follow the formal procedures set out below.
To submit a formal complaint, you should contact the company in writing by completing the Student complaints form which asks you to explain the nature of, and grounds for, the complaint. The duly filled & signed form must be scanned and to the email ID firstname.lastname@example.org or submitted in hard copy through registered post to the Institution’s Corporate Office at Chennai. A complaint should normally be made within 10 working days of the occurrence of the matter complained about. If there is a delay you should explain the reason.
- Briefly describe the details of the complaint completing all sections of this form.
- Materials and documentation used to support a complainant’s allegations should be limited to and directly related to the reported case.
- The evidence should state relevant facts and document and support the allegation.
- The statement should include a description of the events or circumstances upon which the complaint is based and all supporting documentation for your complaint must be attached.
- Specify any pertinent dates, staff you dealt with, monies owed, balances due, etc.
- This complaint will not be processed unless all the boxes are checked and you have signed and dated the complaint.
If the complaint appears to be unjustified, NIST may write to you to invite withdrawal of the complaint. The complaint will proceed only if you respond, in writing, within 10 working days and request the complaint to proceed.
In the event the complaint has not been resolved by informal discussion, the Course Director will proceed to consider the complaint formally in consultation with those concerned in the provision of the service, e.g. the Course Tutor, Training Coordinator, Sales Counselor, Sales Manager, You will be informed at this stage that formal procedures have been initiated.
If you remain dissatisfied following completion of the Institute’s formal internal review and complaints procedures, you may refer the matter to the Organization at UK.
When serious complaints are raised it is particularly important that the matter is escalated to an appropriate level and that the investigation is conducted by the course director who is independent of the situation and who will handle it confidentially and sensitively. The complainant will be advised of the outcome. However, it would not be appropriate to share specific details affecting any individual particularly where disciplinary action is taken. The company’s final position on a complaint investigation is signed off by the course director in order to provide assurance that this is the definitive response from the company and that the complainant’s concerns have been taken seriously.
The course director will have a clear concern to investigate effectively and reach forceful decisions on more complex complaints and responsibilities in investigating and resolving complaints, including the ability to identify failings, take effective remedial action and apologize on behalf of the company here it is appropriate to do so.
On the other side, disciplinary proceedings may be brought against a student who is suspected of having acted or behaved in a manner which unreasonably interferes with the functioning or activities of the company. The candidate's complaints shall be ceased if he/she uses an unethical mode to approach or to register a complaint on the institution by means of the below misconduct. Severe action shall be escalated on such behavior.
- Requesting unethical favor from the institution in any manner.
- The use of plagiarized material or any unfair means in work submitted for assessment or in examinations.
- The disruption or attempted disruption of the teaching or administration of the company’s work or aggressive or harassing behavior, either physical or verbal, towards any student or person, such as a tutor, acting on behalf of Institute.
- The abuse of alcohol or drugs on any premises where the courses are held.
- The theft, damage or defacing of any of the company’s property or any property on premises where the company’s courses are held.
- Other behavior that is inconsistent with company’s general regulations for discipline.
If it is suspected that student has committed a disciplinary offence, the course director shall, at their discretion, decide whether disciplinary proceedings should be established against the student.
Record of Complaint:
All complaints shall be recorded so that the data can be used for analysis. By recording and using complaints information in this way, the causes of complaints can be identified, addressed and, where appropriate, training opportunities can be identified and improvements introduced.
Review of Complaint Policy:
This policy and complaint procedure shall be effective from: 26thJuly19 and to be reviewed annually.
Further advice on this policy can be obtained from the Institution on any working days from Monday to Friday at +91 8056000530