Complaints and Grievances Policy

Objective

This policy aims to provide a clear and fair process for students to raise complaints and grievances. CalUni University is committed to addressing student concerns promptly and effectively to ensure a positive learning environment.

 

Scope

This policy applies to all students enrolled in diploma, undergraduate, graduate, and professional development programs at CalUni University. It covers complaints related to academic matters, administrative services, campus facilities, and other aspects of the student experience.

 

Principles

- Fairness: All complaints and grievances will be handled impartially and without discrimination.

- Transparency: The process for addressing complaints and grievances will be clear and accessible to all students.

- Confidentiality: All information related to complaints and grievances will be kept confidential and shared only with relevant parties.

- Timeliness: Complaints and grievances will be addressed in a timely manner.

 

Types of Complaints and Grievances

- Academic: Issues related to assessments, course content, teaching methods, or academic advising.

- Administrative: Issues related to registration, fees, or other administrative services.

- Facilities: Issues concerning campus facilities such as classrooms, libraries, or housing.

- Other: Any other concerns affecting the student experience at CalUni University.

 

Informal Resolution

- Initial Discussion: Students are encouraged to resolve complaints informally by discussing the issue with the relevant party (e.g., instructor or administrative staff) as soon as possible.

- Mediation: If the issue is not resolved through initial discussion, students may request mediation through the Student Services Office.

 

Formal Complaint Procedure

- Submission: If informal resolution is unsuccessful, students may submit a formal written complaint to the Student Services Office. The complaint must include a detailed description of the issue, any supporting evidence, and the desired outcome.

- Acknowledgment: The Student Services Office will acknowledge receipt of the complaint within five business days and provide an estimated timeframe for resolution.

- Investigation: A designated officer will investigate the complaint, gather evidence, and consult relevant parties.

- Decision: The designated officer will issue a decision and inform the student in writing. The decision will include any proposed actions to resolve the complaint.

 

Grievance Procedure

- Appeal: If the student is dissatisfied with the formal complaint resolution, they may submit a written appeal to the Grievance Committee within 14 days of receiving the decision. The appeal must include reasons for the appeal and any additional evidence.

- Review: The Grievance Committee will review the appeal, conduct further investigations if necessary, and make a final decision.

- Outcome: The student will be informed of the Grievance Committee’s final decision in writing.

 

Support and Guidance

- Advisors: Students may seek guidance and support from academic advisors, counselors, or the Student Services Office at any stage of the complaint or grievance process.

- Representation: Students have the right to be accompanied by a representative (such as a friend, family member, or advisor) during any meetings related to the complaint or grievance.

 

Follow-Up and Policy Review

- Record Keeping: The Student Services Office will maintain records of all complaints and grievances, reviewing them periodically to identify trends and areas for improvement.

- Policy Review: This policy will be reviewed regularly to ensure it remains current and effective. Students and staff will be informed of any policy updates, which will be published on the university’s website.

 

Contact Information

For inquiries regarding complaints and grievances, please contact the Student Services Office at:

Email: info@caluni.edu.eu