Student Complaint Policy and
Procedures
Division of Student
Services
FIMT
Purpose
The purpose of this document is to:
- Present FIMTs policy for addressing
student complaints.
- Explain our procedures for addressing
how we review and resolve student complaints in a timely
manner.
- Explain our mechanism for tracking and
aggregating student complaint information.
- Explain how we study the pattern of student
complaints to determine whether improvements in our programs or
processes might be appropriate.
Policy
The Division of Student Affairs will address and
systematically process student complaints that it receives in a
timely manner.
Procedures
If a student has a complaint, the recommended general
strategy is for that student to first contact the Administrative
Section with the issue
at hand, unless there are good reasons for not doing so, such as a
desire to maintain anonymity with the Department.
Student Anonymity
(Confidentiality)
If, for any reason, a student does not want to personally or
directly contact a staff member to discuss a complaint, they may
contact the person in the next highest level of authority, which
would commonly be the supervisor (director, principal). The student can request an
appointment to meet with the director principal/or send a signed
written description of the issue or problem and request that their
identity be kept confidential. That request will be honored
unless there are over-riding reasons to do otherwise.
Advice to
Students - Steps to Submitting a Formal
Written Signed Complaint:
Step 1: First
try to resolve your complaint informally by talking with a staff
member in the Administrative Section . The staff member may request
that you provide additional documentation if necessary, or schedule
an appointment to address your concern.
Step 2: If
you want to submit a formal written signed complaint please do so
with the Director/Principal of the Institute. If you are not sure who the
appropriate person is, simply ask any staff member for
assistance. The written
signed complaint must include the following information:
Step 3: The
Director/Principal or designee will address the complaint with the
individual in a timely basis and to the best of his/her
ability. Appropriate
actions and steps will be taken; if necessary, to resolve the issue
for the good of the complainant and the department with the goal of
service improvement.
Step 4: If
the problem remains unresolved, the Director or staff member may
refer the student to the Chairman or his/her designee.
General Information for
Addressing Student Complaint from other
areas:
All student concerns are
taken seriously at the Institute
and the overall Division of Student Affairs. Students are encouraged to
attempt to resolve complaints by visiting or calling the following
areas to directly resolve their concern with the appropriate staff
members.
Issues
related to academic transcripts and other academic certifications:
Contact
Admissions and Records at (011) 25063208 at the Reception of Wing -A.
Issues
regarding Reservation of
room in Hostel and
event hosting:
Contact Reception (011) 25063208 of
Wing -A.
Issues related to school
closures for severe weather or other emergencies:
Contact Reception (011) 25063208
of Wing -A.
- Issues about on-campus
housing (residence halls )
- Generally, if a student has a complaint
they should bring it to the attention of their Hostel Warden and if the problem is still not
solved then the student should meet the Chief Coordinator at
Reception (011) 25063208 of Wing -A .
- If there is a concern about the Hostel
Warden, students can speak with the Chief Coordinator at Reception
(011) 25063208 of Wing -A .
- Students may also speak
with the Principal of the Institute for any further assistance
Process for Summarizing the Number, Type
and Resolution of Student Complaints
- Each Director within the Division of
Student Affairs uses an Excel spreadsheet to record the number,
type and resolution of student complaints they receive. An example of this
spreadsheet is provided below.
- Twice per year, all complaints are sent
to the Chairman of Student Affairs who aggregates the data into a
master document.
- This data is then studied to see if patterns
emerge which reveal a need for improvements in our programs,
activities or services.
