Appeal and Complaint policy – scholarsphereacademy.com

Appeal and Complaint Policy and Procedure

Scholar Sphere Pvt Ltd

Motto: Wisdom for All

Hotline: +94750751215
Program Coordinator: +94761745377
IT Support: +94717711215
Complaints: +94771271215

1. Purpose

This document outlines the policy and procedure for handling appeals and complaints by learners in a fair, transparent, and efficient manner. It ensures all grievances are addressed promptly while maintaining confidentiality and respect for all parties involved.

2. Scope

This policy applies to:

All learners enrolled in Scholar Sphere’s programmes.
Grievances related to educational matters (e.g., assessment decisions) and non-academic matters (e.g., facilities, services, or staff behaviour).

3. Key Principles

Fairness: Appeals and complaints are addressed impartially, ensuring no bias.
Confidentiality: Information shared is kept confidential and used only for resolving the grievance.
Accessibility: Learners can easily access the process through clear guidance and forms.
Timeliness: Resolutions are provided promptly with defined timelines.
Continuous Improvement: Feedback from grievances improves services and outcomes.

4. Appeals

An appeal is a formal request to review a decision related to assessments, grading, or academic matters.

Submission:
Appeals must be submitted within 14 calendar days using the designated Appeal Form.

Include:
A clear description of the issue.
Supporting evidence (e.g., assessment feedback).
The desired outcome.
Acknowledgement:
Appeals are acknowledged within 5 working days.

Review:
An Appeals Panel investigates and provides a resolution within 21 calendar days.

Outcome:
The decision is communicated in writing, including corrective actions if applicable.

5. Complaints

A complaint is dissatisfaction with non-academic matters such as services, facilities, or staff behaviour.

Submission:
Complaints must be submitted within 30 calendar days using the designated Complaint Form.

Include:
A detailed description of the issue.
Supporting evidence (e.g., emails, photos).
Acknowledgement:
Complaints are acknowledged within 5 working days.

Resolution:
Informal resolution provided within 10 working days.

Escalation:
If unresolved, complaints are escalated to a Complaints Panel for a formal resolution within 15 working days.

Outcome:
A summary of findings and actions is shared in writing.

6. Monitoring and Record-Keeping

All grievances are documented and retained for three years. Data is reviewed annually for improvements.

7. Communication

The policy is accessible through:

Orientation sessions.
Student handbooks.
Scholar Sphere’s website and WhatsApp groups.

Complaint Form

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