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Complaints Policy and Procedure

Introduction

The Animated Arts Learning Institute (AALI) is committed to providing a high-quality educational experience for all our students and stakeholders. We recognize, however, that there may be occasions when our services may not meet expectations. This policy outlines the procedure for raising and handling complaints in a constructive and timely manner.

Policy Objective

To ensure all complaints are addressed fairly, efficiently, and effectively, maintaining the highest standards of professionalism and confidentiality.

Scope

This policy applies to all students, faculty, staff, and stakeholders of AALI.

 Definitions

-    Complaint: Any expression of dissatisfaction about the standard of service, actions, or lack of action by AALI or its staff affecting an individual or group.

Principles

-    Accessibility: The complaints process is clear and accessible to all.
-    Confidentiality: All complaints are treated with confidentiality and shared only with those involved in the resolution process.
-    Fairness: Complaints are addressed fairly and without prejudice.
-    Responsiveness: Complaints are acknowledged and resolved as swiftly as possible.


Complaints Procedure

Stage 1: Informal Resolution
1.    Initial Concern: Individuals are encouraged to address their concern directly with the relevant party to seek an informal resolution.

2.    Assistance: If unsure about how to proceed, individuals may seek guidance from another Tutor.

Stage 2: Formal Complaint
1.    Filing a Complaint: If the issue cannot be resolved informally, individuals may file a formal complaint by completing the Complaint Form available on the AALI website.
2.    Submission: The completed form, along with any supporting documentation, should be submitted via the website which goes directly to the Complaints Officer.

Stage 3: Complaint Review
1.    Acknowledgment: The Complaints Officer will acknowledge receipt of the complaint within 5 business days, providing a reference number for tracking purposes.

2.    Investigation: A thorough investigation will be conducted, which may involve discussing the matter with the complainant, the respondent, and any witnesses or relevant parties.

3.    Resolution: AALI aims to resolve complaints within 20 business days of the acknowledgment date. If more time is needed, the complainant will be informed of the reasons and the expected resolution date.

Stage 4: Appeal
1.    Appeal Process: If the complainant is dissatisfied with the resolution, they may appeal the decision by submitting a written appeal to the Advisory Committee within 10 business days of receiving the resolution.

2.    Final Decision: The Advisory Committee will review the appeal and make a final decision, communicated to the complainant within 15 business days of receiving the appeal.

Confidentiality

All complaints and information disclosed during the resolution process are treated with the utmost confidentiality and disclosed only to those necessary for resolving the complaint.

Monitoring and Reporting
-    The Complaints Officer will maintain a record of all complaints and resolutions for monitoring and reporting purposes, ensuring continuous improvement of AALI's services.

Review and Amendments
-    This policy will be reviewed annually to ensure that it continues to meet the needs of AALI students. Feedback from students, faculty, and staff will be considered in the ongoing development and improvement of student support services.

Contact Information:

Animated Arts Learning Institute (AALI)
Email: info@aalibdos.com
Phone: 1 (246) 242-0426 (WhatsApp)

This policy is effective as of 31st December 2023  and reflects AALI's commitment to addressing and resolving complaints in a manner that upholds the institute's values and ensures the well-being of our community.
 

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