Introduction
The student complaint resolution process is part of KUV’s commitment to providing a high-quality educational experience for all students. The Institute recognizes the value of student feedback as an important aspect of evaluating and improving student services. This process is designed to provide an effective method for handling student complaints in a fair, objective, and timely manner. This procedure is not a legal process. In addition to prioritizing the swift and fair resolution of issues, KUV encourages constructive dialogue among all parties involved to address matters amicably before officially lodging a complaint.
Scope
This process applies to all students enrolled in programs at KUV including complaints related to academic and non-academic issues, use of facilities, monitoring procedures, assessment results, course-related concerns, student services, or the conduct of Institute staff towards students.
Time Limits
Students should file complaints as soon as the issue arises or within 30 days of the event that led to the complaint. Complaints received after this period will only be considered in exceptional cases.
Consultation and Support
Students can visit the Training Department or the Student Affairs Department to receive support and advice on the procedures related to the complaint process and the steps involved.
Confidentiality
The complaint resolution process respects the privacy of all parties involved. All documents related to the complaint will be kept confidential. Any information collected during this process will be shared on a “need-to-know” basis and will only be used for the purpose of resolving the complaint.
Filing a Complaint
To file a complaint, students need to fill out the Complaint Form. When submitting the complaint, students should attach any relevant supporting documents.
Complaint Assessment
After receiving the complaint, the Training Department and the Student Affairs Department will collaborate to collect necessary information and meet with relevant departments to assess the complaint. Within 20 working days, the Training Department or the Student Affairs Department will contact the student regarding the resolution of the complaint. If the student is dissatisfied with the proposed resolution, they have the right to object within 10 working days.
Reassessment of the Complaint
After reassessing the complaint, the Training Department will provide a written response to the student. If the student is not satisfied with this response, they may submit a request for a further review of their complaint. The request for a review must be submitted within 10 working days of receiving the initial decision.
Complaint Council
If the complaint exceeds the scope of the initial resolution process, a Complaint Council will be formed. The council will consist of at least three members, including one student representative. The council will re-evaluate all information received, conduct additional interviews if necessary, and make a final decision on the complaint.
After the Complaint Council makes its decision, the student will receive a written conclusion within 10 working days.
Once the student receives the conclusion letter confirming that all internal procedures of KUV have been completed, the student has the right to continue submitting the complaint for further review if they disagree with the council’s conclusion.
