ISL Policy on Complaints
ISL has a clear complaint process for students to follow if they become dissatisfied with a school procedure, the performance of a school employee, or if the student has a grade complaint. We regard complaints as an effective improvement mechanism as they provide us with direct feedback on our areas of deficiency. ISL has a comprehensive system of managing customer complaints. There are three stages in addressing student complaints. The first two steps are internal to the school and the final step involves bringing the issue to the attention of an external third party as stipulated in your PEI-student contract.
Student Complaint Procedure
What is a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, however made, about standard or delivery of service, the actions or lack of action by ISL, which affects an individual service user or group of users, or a policy we adhere to. We have developed procedures on corrective and prevention action which are integral to managing, and learning from, complaints and customer feedback.
How can complaints be made?
In the first instance a complaint can be made in person, over the phone, in writing, email, complaint form located at front counter. A complaint might also be represented by a third party (for example a friend or relative) who will assist the student in the completion of the complaint process. The student may waive the right to a third party advocate.
Stage1- On receiving the complaint the relevant customer service staff will inform the relevant manager who will schedule a confidential interview with the student within two working days in order to understand the nature of the complaint and how the complaint can be resolved. On meeting with the student/student's advocate the relevant manager shall ensure the complaint form is completed and acknowledged by both parties as a formal record of the proceedings.
The manager shall inform the student/advocate regarding the schools response to the complaint in writing within 10 working days from the date the original complaint was lodged. If the written response does not resolve the complaint to the satisfaction of the student, it will be escalated to stage two.
Stage2- the manager refers the complaint to the CEO for investigation. The CEO must respond within 20 working days from the complaint being first submitted. If the student/student's advocate is not satisfied with the recommendations of the CEO, the CEO shall inform the complaint of the next stage in the process.
Stage3- in the event that the student is unable to resolve a dispute in accordance with the grievance procedure referred to in the first two stages.