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Complaints Policy

Centre: ACLAS Global International Education Group

Effective: 2025-07-05 | Review Date: 2026-07-05

Policy Owner: Centre Director

1. Purpose

This policy provides a clear, fair, and confidential process for any person—learner, staff member, or member of the public—to raise a complaint about the Centre's services, conduct, or operations. The Centre treats every complaint as an opportunity to improve.

2. Scope

This policy covers non-academic complaints, including but not limited to:

  • Quality or timeliness of teaching, tutoring, or learning resources
  • Conduct or behaviour of a staff member
  • Administrative errors or delays (enrolment, registration, certification)
  • Facilities, equipment, or the Moodle learning platform
  • Marketing or information that is misleading or inaccurate
  • Any other aspect of the Centre's service

Academic appeals (including disputes about assessment grades) are handled under the separate Appeals Policy.

3. Principles

  • Every complaint is taken seriously and investigated fairly.
  • The complainant suffers no disadvantage or retaliation for raising a complaint.
  • Information is shared only with those who need it to investigate or resolve the complaint.
  • The complainant is kept informed of progress and receives a written outcome.

4. Stage 1 — Informal Resolution

1. The complainant raises the matter directly with the relevant staff member or, if that is not appropriate, with the Centre Director ([email protected]).

2. The person receiving the complaint aims to resolve it within 5 working days.

3. If the complainant is satisfied, the matter is closed. If not, they may proceed to Stage 2.

5. Stage 2 — Formal Complaint

1. The complainant submits a written complaint to the Centre Director, including:

- Name and contact details

- A clear description of the issue, including dates and names where relevant

- Any supporting evidence (emails, screenshots, etc.)

- The outcome the complainant is seeking

2. The Centre Director (or an appointed nominee who is independent of the matter) acknowledges the complaint within 3 working days.

3. An investigation is conducted. This may involve interviewing the complainant, relevant staff, and any witnesses, and reviewing relevant records.

4. A written outcome is provided within 15 working days. The outcome states:

- Whether the complaint is upheld, partially upheld, or not upheld

- The reasons for the decision

- Any remedial action the Centre will take and by when

- The complainant's right to escalate to OTHM if dissatisfied

6. Stage 3 — Escalation to OTHM

If the complainant is dissatisfied with the Stage 2 outcome, they may contact OTHM directly at [email protected]. The Centre cooperates fully with any OTHM investigation.

7. Anonymous Complaints

Anonymous complaints are accepted. However, the Centre's ability to investigate may be limited if the complainant cannot be contacted for further information. Anonymous complaints are assessed on the basis of the information provided and the seriousness of the allegation.

8. Record Keeping

Records of all formal complaints are retained for a minimum of 3 years and include the complaint, investigation notes, outcome, and confirmation that the complainant was notified.

9. Monitoring

The Centre Director reviews all complaints annually to identify trends and areas for service improvement.

10. Policy Review

This policy is reviewed annually.

Approved by: ______________________ (Centre Director)

Date: ______________________