Purpose of the Mechanism
The Institute seeks to provide a motivating and fair learning environment through an advanced administrative system for handling trainees’ feedback, based on:
Ensuring the privacy of the complainant and the information included in the complaint.
Confirming that the trainee will not be harmed or academically impacted for submitting a complaint.
Committing to a defined timeline for reviewing and addressing requests.
Complaint Submission Procedure (Timeline)
-
1- Amicable Resolution (Informal):
The trainee is encouraged to first approach the person directly responsible for the subject of the complaint, as many issues can be resolved through direct discussion. It is preferable to raise the concern immediately after the incident to ensure an effective resolution (trainer / training supervisor / branch manager).
-
2- Formal Escalation:
If no satisfactory outcome is reached in Step 1, the trainee may submit a formal complaint through the following channels:
Important Notes
- Official response: The complaint will be responded to within 48 hours of submission.
- Objectivity: Malicious complaints or those lacking evidence and objectivity will not be considered.
- Information: The complainant must include their name and contact details in the complaint.
- Practicality: Every complaint is reviewed carefully; however, solutions are always subject to the Institute’s resources, public policies, and regulatory requirements.