Complaints Handling Policy
This Complaints Handling Policy outlines the procedures and principles for addressing complaints raised by students, staff, or any relevant stakeholders. The policy aims to provide a structured and transparent process for addressing concerns and resolving complaints in a fair and efficient manner.
2.1. Accessibility: UW education is committed to providing an accessible and user-friendly process for submitting and resolving complaints.
2.2. Fairness: Complaints will be treated impartially and without bias, ensuring that all parties involved have an equal opportunity to present their perspective.
2.3. Confidentiality: Confidentiality will be maintained throughout the complaint handling process to protect the privacy and rights of all parties.
2.4. Timeliness: Complaints will be addressed promptly, and every effort will be made to resolve them within a reasonable timeframe.
2.5. Transparency: All stages of the complaint process will be communicated clearly to the complainant, and updates on the progress of the complaint will be provided as needed.
3.1. Channels of Submission: Complaints can be submitted through multiple channels, including online platforms, email, written letters, or in-person the dedicated email is [email protected]
3.2. Complaint Form: The university will provide a standardized complaint form that includes details such as the nature of the complaint, relevant parties involved, supporting documentation, and desired resolution. Please email [email protected] for a softcopy of the complaints form.
4.1.Initial Review Upon receiving a complaint, the university will conduct an initial review to determine the appropriate course of action and ensure that the complaint falls within the scope of this policy.
4.2. Designated Office: The [Office of Student Affairs/HR Department] will be responsible for managing and coordinating complaint handling processes.
4.3. Investigation: If the complaint requires further investigation, a designated staff member or committee will be assigned to conduct a thorough review of the complaint and gather relevant information.
4.4. Mediation: In cases where appropriate, mediation may be offered to facilitate a resolution between the parties involved, with the aim of reaching a mutually acceptable outcome.
4.5. Resolution: Once the investigation is complete, the university will communicate the findings and proposed resolution to the complainant in writing.
5.1. Appeal Process: If the complainant is not satisfied with the resolution provided, they have the right to appeal the decision. Appeals should be submitted in writing please refer to the Appeal policy for more information .
6.1. Documentation: All complaints, investigations, and resolutions will be documented and maintained securely for future reference and compliance purposes.
7.1. Feedback Mechanism: Feedback from complainants regarding their experience with the complaint handling process will be collected and used to improve the quality and effectiveness of the process.
The Complaints Handling Policy demonstrates the institution’s commitment to addressing concerns and maintaining a respectful and inclusive environment for all stakeholders. By adhering to this policy, the university ensures that complaints are managed professionally, fairly, and transparently.
This policy is subject to periodic review and may be updated as necessary to align with the university’s values, regulations, and evolving needs.
Date of Policy Implementation: [1/9/2023]
Last Revision Date: [1/9/2023]
