Complaint Policy And Process

COMPLAINT POLICY
This document outlines the policy for handling all complaints brought to the attention of the company. The policy is applicable to all services provided by the company. The policy complies with the requirements on raising complaints as an expression of dissatisfaction by one or more individuals about the standard of a service, action or lack of action by the institution.
A complaint may be related to:
· Failure to provide a service,
· Attitude of any staff member,
· Dissatisfaction with the Institution’s policies or procedures.
· The quality of facilities or learning resources,
· The failure of the Institution to follow an appropriate administrative process,
If you are dissatisfied with the company’s educational or support services you can follow the procedures as mentioned below.
Level 0:It is very important to register the nature of a complaint as soon as possible. A complaint (which may, for instance, be founded on a misunderstanding or disagreement) can often be resolved informally and quickly. Some complaints simply require a calm, balanced and non-prejudicial discussion between parties, without the need for any further action. At the earliest stages, a complaint may be resolved quickly and efficiently by simple consultation or discussion with the right person – such as Sales Counsellor, Training coordinator, Trainer, Course Director. Where possible you should raise your concern with the person to whom the complaint refers.
Level 1:
If, however, client feels that a complaint has not been resolved at the initial stage or dealt with satisfactorily, then you should follow the formal procedures set out.
To submit a formal complaint, you should contact the company in writing by completing the Student complaint form which asks you to explain the nature of, and grounds for, the complaint. The duly filled & signed form must be scanned and sent to the email ID info@makksrs.com or submitted in hard copy through registered post to the Institution’s Office Address at Pathankot.
If the complaint appears to be unjustified, MAKK may write to you to invite withdrawal of the complaint. The complaint will proceed only if you respond, in writing, within 10 working days and request the complaint to proceed.
LEVEL 2
Once a formal complaint is received, the Course Director will proceed to consider the complaint formally in consultation with those concerned in the provision of the service, e.g. the Course Trainer, Training Coordinator, Sales Counsellor. Client will be informed at this stage that formal procedures have been initiated.
Stage 4:
When serious complaints are raised it is particularly important that the matter is escalated following an appropriate hierarchy and that the investigation is conducted by the course director who is unbiased and independent of the situation and who will handle it confidentially and sensitively. It is course director’s responsibility to advise the outcome to the complainant. However, specific details affecting any individual particularly where disciplinary action is taken, will not be shared. In order to provide assurance that this is the definitive response from the company and that the complainant’s concerns have been taken seriously, the course Director will sign off the company’s final position on a complaint investigation.
The course director will have a clear concern to investigate effectively and reach forceful decisions on more complex complaints and responsibilities in investigating and resolving complaints, including the ability to identify failings, take effective remedial action and apologize on behalf of the company here it is appropriate to do so.
Disciplinary Proceedings:
On the other side, disciplinary proceedings may be initiated against a learner who is suspected of having acted or behaved in a manner which unreasonably interferes with the functioning or activities of the company. The candidate’s complaints shall be ceased if he/she uses an unethical mode to approach or to register a complaint on the institution by means of the below misconduct. Severe action shall be escalated on such behaviour.
· The theft, damage or defacing of any of the company’s property or any property on premises where the company’s courses are held.
· The use of plagiarized material or any unfair means in work submitted for assessment or in examinations.
· The abuse of alcohol or drugs on any premises where the courses are held.
· Requesting unethical favour from the institution in any manner.
· Other behaviour that is inconsistent with company’s general regulations for discipline.
The course director shall, at their discretion, decide whether disciplinary proceedings should be established against the student, If it is suspected that student has committed a disciplinary offence.
Record of Complaint:
All complaints shall be recorded so that the data can be used for analysis. By recording the complaints, we can use this complaint information to identify the causes of complaints, address them, where appropriate, identify the training opportunities and introduce the improvements.
Review of Complaint Policy:
This policy and complaint procedure shall be effective from: 0 and to be reviewed annually.
Further advice on this policy can be obtained from the Institution on any working days from Monday to Friday at +91 8169931899