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.
