1. Purpose

This policy aims to provide a fair and transparent mechanism for handling complaints and grievances submitted by students, faculty members, and staff, ensuring the protection of rights, the achievement of justice, and the enhancement of academic and administrative quality.

2. Scope of Application

This policy applies to all complaints related to:

• Admissions and registration
• Assessment and examinations
• Academic conduct
• Administrative services
• Faculty members or staff

3. Principles for Handling Complaints

The University adopts the following principles:

• Confidentiality
• Impartiality

 

 

 

 

 

 

 

 

• Non-retaliation
• Transparency
• Timely resolution

4. Submission of Complaints

Any student or staff member may submit a complaint through:

• The official approved form
• The official university email
• The Student Affairs Office

Each complaint must include:

• Full name
• Student ID (if applicable)
• A clear description of the issue
• Supporting documents

5. Review Process

Stage One
The complaint is reviewed by the competent committee within five (5) working days.

 

 

 

 

 

 

 

 

 

Stage Two
If the complainant is not satisfied, the case is referred to the Independent Grievance Committee.

Stage Three
A final decision is issued within fifteen (15) working days.

6. Grievance Committee

The committee consists of:

• An academic representative
• An administrative representative
• An independent member

The committee operates without any conflict of interest.

7. Decisions and Enforcement

Committee decisions are binding on all parties and are implemented immediately.

8. Protection of the Complainant

The University guarantees that no complainant will be subjected to any form of retaliation.

 

 

 

 

 

 

 

 

 

 

9. Record Keeping

The University maintains all complaint records for a minimum of five (5) years.

10. Review and Updates

This policy is reviewed annually to ensure compliance with U.S. standards.