1. Introduction
This Complaints Policy outlines the procedures for students to follow when raising concerns or
complaints about any aspect of their experience with the Pet Academy. This policy ensures that
complaints are handled in a fair, transparent, and consistent manner.
2. Scope
This policy applies to all students enrolled in courses provided by the Pet Academy and covers
complaints related to academic matters, administrative services, and other aspects of the learning
environment.
3. Definition of a Complaint
A complaint is defined as an expression of dissatisfaction regarding the standards of service,
actions, or lack of actions by the Pet Academy or its staff that affects the student’s learning
experience.
4. Complaints Process
4.1 Informal Resolution
Students are encouraged to first seek an informal resolution by discussing their concerns directly
with the relevant instructor, staff member, or department. Most issues can be resolved quickly
through direct communication.
4.2 Formal Complaint Submission
If the issue is not resolved informally, the student may submit a formal complaint. The complaint must
be submitted in writing to the Pet Academy within 30 days of the incident or decision that is the
subject of the complaint.
The complaint submission must include:
– The student’s name and contact information
– A detailed description of the complaint
– The steps taken to resolve the issue informally
– Any supporting evidence or documentation
– The desired outcome or resolution
4.3 Acknowledgment of Complaint
The Pet Academy will acknowledge receipt of the complaint within five working days and will inform
the student of the next steps and the timeline for resolution.4.4 Review and Investigation
The Pet Academy will review the complaint and may conduct an investigation, which may include:
– Reviewing relevant documents and records
– Interviewing the student and other relevant parties
– Consulting with subject matter experts, if necessary
4.5 Decision
The Pet Academy will make a decision within 20 working days of receiving the complaint. The
decision will be communicated to the student in writing and will include:
– The outcome of the complaint
– The reasons for the decision
– Any actions to be taken as a result of the decision
4.6 Appeal
If the student is not satisfied with the decision of the Pet Academy, they may appeal the decision
following the Pet Academy’s Appeals Policy.
5. Confidentiality
All complaint proceedings will be conducted in strict confidence. Information related to the appeal
will only be shared with individuals directly involved in the complaint process.
6. Record Keeping
The Pet Academy will maintain records of all complaints, including the complaint submissions,
evidence reviewed, and decisions made, for a minimum of five years.
7. Non-Retaliation
Students who file a complaint in good faith will not be subject to retaliation or adverse actions. Any
concerns about retaliation should be reported to the Director immediately.
8. Contact Information
For questions or to submit a complaint, students may contact:
[email protected]. Policy Review
This Complaints Policy will be reviewed annually to ensure it remains current and effective. Any
changes to the policy will be communicated to students in a timely manner.
By adhering to this Complaints Policy, the Pet Academy aims to ensure that all students feel heard
and that their concerns are addressed promptly and thoroughly.
