If you have any grievances or complaints, you should communicate either in person directly with the Student Service Executive (SSE) of the respective Faculty/Academic Department who will see if they can help to clarify any issues that you may have on-the-spot. If they (SSE) cannot resolve the issue on-the-spot you will then be required to put in writing or fill-in the Student Complain Form or the Student Request Form. Upon receipt of your Request or Complaint in writing, the Student Service Executive will investigate and revert to you within the next two (2) working days excluding Saturday and Sunday.
In the event the Student Service Executive is not able to resolve the case, the complaint will be escalated to your respective Head of School or the Student Care Manager, who will look into your matter and will, most probably, meet up with you personally and try to resolve your case within the following three (3) working days.
Should the Head of School or the Student Care Manager is not able to resolve the case, it will be escalated to the Vice Principal (Academic) or the Director of Administration, depending on the nature of the issue. When the issue is too complicating to be resolved at their level the matter will be brought up to the Chairman's Office who will appoint a Review Committee to look into the matter and report to the Principal of the outcome of their investigation within seven (7) working days.
The Committee will revert with a decision within two (2) working days after reporting to the Principal.
In all, depending on the nature of issue, you will receive a formal resolution to your complaint from the School within (3-14) working days, from the date of receipt of grievance/complaint. For complaints that relate to external institutions/parties, the school will revert within a maximum of thirty (30) working days and will formally informed you of the situation if it cannot be resolved within the 30 days timeframe.
The procedures for sending in your grievances can be through any of the following:
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Grievances Procedure Flowchart