Complaints Policy

PREAMBLE

This complaint policy relates to the ACCA professional course delivered by Oshwal College. The college has all the rights to amend these terms and conditions where necessary at any time.

OBJECTIVES

• To be impartial, open, and honest when dealing with any complaint
• To address and resolve a complaint through dialogue and mutual understanding
• To put the interests of the learners above everything else
• To make the learners aware of the complaints procedures available to them

SCOPE

• A learner complaint (“Complaint”) is defined as an expression of discontent by a learner or a group of learners enrolled on the ACCA Programme with any individual, service, or lack of service at the Institution, where a response is expected, and which has not already been resolved or handled.
• This Complaints Procedure does not apply to:
  a. Academic Misconduct
  b. Academic Appeals and other matters of academic judgement

GUIDELINES

Complaints/Concerns shall be addressed and resolved in a 3-step process;

1. Approved Learning Provider (ALP) Level – OSHWAL COLLEGE
2. ACCA Level
3. Regulator Level

APPROVED LEARNING PROVIDER (ALP) LEVEL – OSHWAL COLLEGE

The college will receive and handle learner complaints in an open and receptive manner and will ensure that learners making a complaint will not experience any negative repercussions, directly or indirectly, as a result of lodging a complaint.

Oshwal College maintains reasonable confidentiality with regard to the complaint where it is explicitly requested by the learner

A learner wishing to make a complaint shall submit a formal written submission to the head of department of Accounting and Finance who will try to resolve the complaint within a period of five working days from the learner making the Complaint. The Head of Department shall provide a formal response to the aggrieved learner.

If the dispute remains unresolved, the learner can submit a written appeal to the Principal, through the Dean of students, detailing the nature of the complaint. The Dean of Students shall present the complaint to the appeal committee which shall consist of:

• Principal
• Head of Department of Accounting and Finance
• Student Advisor
• Dean of Students
• Academic Registrar

The Principal/Designate shall chair the Appeals committee meeting. The committee shall examine the appeal, listen to the learner regarding the nature of the appeal and provide a resolution in writing to the learner within 10 working days from the date of the receipt of the appeal.

ACCA LEVEL

If the learner is dissatisfied in any way with the Approved Learning Partner (ALP), in this case OSHWAL COLLEGE, and their services, they can report the matter to ACCA. This is only to be done once the learners have exhausted the ALP’s official channels as provided for in the policy to resolve the matter.

REGULATOR LEVEL

If you have exhausted both your learning provider complaint’s process and ACCA’s, you can escalate to the appropriate regulator.

Details of which can be found on #