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Acquire Centre Student Complaint Procedure

Introduction

Acquire Centre is committed to providing a positive learning environment for all students. We recognize that, from time to time, students may have concerns or complaints. This Student Complaint Procedure outlines the steps students can take to raise and resolve their concerns in a fair and timely manner.

  1. Types of Complaints

This procedure applies to complaints related to:

  • Academic issues (grading, teaching quality, course content)
  • Administrative issues (enrollment, fees, services)
  • Behavioral issues (bullying, harassment, discrimination)
  • Facility issues (classroom conditions, equipment, resources)
  1. Informal Resolution

2.1 Direct Approach

Students are encouraged to first address their complaint directly with the person(s) involved if they feel comfortable doing so. This can often lead to a quick and effective resolution.

2.2 Mediation

If a direct approach is not possible or does not resolve the issue, students may seek informal mediation by contacting a teacher, counselor, or another trusted staff member.

  1. Formal Complaint Procedure

3.1 Step 1: Submission of Complaint

  • Written Complaint: The student must submit a written complaint detailing the issue, the parties involved, and any steps already taken to resolve the matter. The complaint should be submitted to the administration office or via email to academy@acquirecentre.com
  • Timeframe: Complaints should be submitted within 30 days of the incident or the failure of informal resolution attempts.

3.2 Step 2: Acknowledgment

  • Receipt Confirmation: The administration will acknowledge receipt of the complaint within 5 working days, providing the student with a copy of this procedure and outlining the next steps.

3.3 Step 3: Investigation

  • Investigation Process: The administration will appoint an impartial investigator to review the complaint. This may involve interviews with the student, the subject of the complaint, and any witnesses, as well as a review of relevant documents.
  • Timeframe: The investigation should be completed within 15 working days of receipt of the complaint. If more time is needed, the student will be informed of the delay and the reason.

3.4 Step 4: Resolution

  • Decision: The investigator will provide a written report to the administration, which will then make a decision on the complaint. The student will be informed of the decision and any actions to be taken within 5 working days of the conclusion of the investigation.
  • Actions: Possible actions may include policy changes, disciplinary actions, mediation, or other appropriate measures.
  1. Appeals

4.1 Grounds for Appeal

Students may appeal the decision if they believe:

  • There was a procedural error in the investigation.
  • New evidence has come to light.
  • The decision was unreasonable or unfair.

4.2 Submission of Appeal

  • Written Appeal: The student must submit a written appeal outlining the grounds for appeal within 10 working days of receiving the decision.
  • Review Process: An appeal panel, consisting of members not involved in the initial investigation, will review the appeal. The panel may uphold, overturn, or modify the original decision.
  • Timeframe: The appeal process should be completed within 15 working days of the receipt of the appeal. The student will be informed of the panel’s decision in writing.
  1. Confidentiality

All complaints will be handled confidentially, with information shared only on a need-to-know basis to facilitate resolution. Retaliation against any student for filing a complaint is strictly prohibited and will result in disciplinary action.

  1. Record Keeping

The administration will maintain records of all complaints and their resolutions for five years. These records will be kept confidential and used for monitoring and improving the complaint-handling process.

  1. Contact Information

For questions or to submit a complaint, please contact:

Acquire Centre Administration
Acquire Centre
156 P.T.I Road, Effurun 330102, Delta, Nigeria
0201-330-6076
legal@acquirecentre.com

 

By following this Student Complaint Procedure, Acquire Centre aims to ensure that all student concerns are addressed fairly and effectively, promoting a supportive and responsive educational environment.

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