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GIBT

Complaints and Appeals Policy – Gema Institute of Business & Technology (Pvt) Ltd 

Policy Number   : GQAPO004-GIBT

Approved date   : 22 January 2024

Last Reviewed    : February 2024

 

  1. Introduction

1.1 GIBT Campus is committed to providing a fair and transparent process for handling complaints and appeals from students, staff, faculty, and other stakeholders. This Complaints and Appeals Policy outlines the procedures for raising and resolving complaints and appeals in a timely and effective manner.

 

  1. Scope

2.1 This policy applies to all complaints and appeals related to academic matters, administrative decisions, services provided by GIBT Campus, and conduct of students and staff.

 

  1. Principles

3.1 GIBT Campus is committed to the following principles in handling complaints and appeals:

  1. Fairness: All complaints and appeals shall be addressed impartially and without bias.
  2. Accessibility: Procedures for raising complaints and appeals shall be readily accessible and clearly communicated to all stakeholders.
  3. Timeliness: Complaints and appeals shall be resolved promptly, and reasonable timeframes shall be established for each stage of the process.
  4. Confidentiality: Confidentiality shall be maintained throughout the complaint and appeal process, except where disclosure is necessary to investigate and resolve the matter.
  5. Transparency: Clear reasons shall be provided for decisions made at each stage of the complaints and appeals process.
  6. Accountability: GIBT Campus shall be accountable for ensuring that complaints and appeals are handled in accordance with this policy and applicable laws and regulations.

 

  1. Complaints Procedure

4.1 Students, staff, faculty, and other stakeholders may raise complaints by following the procedures outlined below:

 

  1. Informal Resolution: Where possible, individuals are encouraged to resolve complaints informally by discussing the matter with the person(s) directly involved or their supervisor.
  2. Formal Complaint: If the complaint cannot be resolved informally, the individual may submit a formal written complaint to the appropriate department or office, providing details of the complaint, any relevant evidence, and desired outcomes.
  3. Investigation and Resolution: Upon receipt of a formal complaint, GIBT Campus shall investigate the matter promptly and impartially, involving relevant parties as necessary. A written response shall be provided to the complainant within 14 days, outlining the findings of the investigation and any actions taken or proposed resolutions.

 

  1. Appeals Procedure

5.1 Individuals dissatisfied with the outcome of a complaint may appeal the decision by following the procedures outlined below:

  1. Grounds for Appeal: Appeals may be made on the grounds of procedural irregularity, new evidence, or substantive unfairness in the handling of the complaint.
  2. Submission of Appeal: The appellant shall submit a written appeal to the appropriate department or office, specifying the grounds for appeal and any additional evidence or information to be considered.
  3. Review and Decision: An appeal panel, comprising impartial members appointed by GIBT Campus, shall review the appeal and any supporting documentation. The panel may request further information or hold a hearing if necessary. A written decision shall be provided to the appellant within 14 days, explaining the reasons for the decision.

 

  1. Record Keeping

6.1 GIBT Campus shall maintain records of all complaints and appeals, including details of the nature of the complaint, actions taken, and outcomes.

 

  1. Review and Revision

7.1 This Complaints and Appeals Policy shall be reviewed periodically to ensure its effectiveness and compliance with applicable laws and regulations.