Complaints Policy

Approved By: Administration Director
Policy Review: Annual

Complaint handling policy and procedure at the Institute aims to ensure that the concerns of students, academic and administrative staff and other stakeholders such as parents are treated seriously and are addressed promptly and fairly.

The Institute encourages feedback from stakeholders. Complaints and feedback must be in writing. Such communication would be treated as being offered ‘in-confidence’. All formal complaints would be acknowledged within two working days and the complaint would be investigated and a decision made within 10 working days of receipt of the complaint.

A Committee chaired by the Administration Director or designate and comprising at least two Directors or senior officers of the Institute/Holding Company would review all complaints and take action. After its deliberations, the Committee could refer serious complaints such as bullying, sexual harassment etc to relevant authorities such as the police.

The Institute would only entertain written complaints. Letters of complaints should state:

• Full name, full address and relevant identification number (Indian nationals: Aadhar Card and Pancard number/s and, Foreign students: passport number/s) of ALL complainant/s) as follows:

  FULL NAME	FULL ADDRESS	IDENTIFICATION DOCUMENT AND NUMBER

• Complainants should be individuals aggrieved by the incident or issue and the issue
• Succinctly explain the complaint: (i) when did this this incident occur (date, time venue) (ii) what actually happened, if available provide evidence and witness details (iii) How were each of the complainant/s aggrieved (iv) what recourse is being sought
• All complainant/s should write their full name in block letters, sign next to their name and date the complaint as follows:

  FULL NAME	SIGNATURE	DATE

The Institute could institute action for malicious or false complaints. The matter could also be referred to the police or other authorities.