Complaints and Appeals Procedures

Introduction

Artificial Intelligence University (AIU) is committed to providing a high-quality educational experience for all students. We recognize that there may be occasions where students feel that the university has not met their expectations. This document outlines the procedures for handling complaints and appeals.

1. Purpose and Scope

This procedure applies to all AIU students and covers complaints related to academic and non-academic matters, including services, facilities, and treatment by staff.

2. Guiding Principles

  • Fairness: All complaints and appeals will be handled fairly, impartially, and transparently.
  • Confidentiality: Complaints will be dealt with confidentially, and information will only be shared with those involved in resolving the issue.
  • Timeliness: AIU is committed to resolving complaints and appeals promptly, with clear timelines outlined for each stage of the process.

3. Informal Resolution

AIU encourages students to resolve issues informally in the first instance. Students should raise their concerns directly with the relevant staff member or department as soon as possible.

4. Formal Complaints Procedure

  • Stage 1: Submission: If the issue is not resolved informally, students may submit a formal complaint in writing to the Complaints Officer within 20 working days of the issue occurring. The complaint should detail the nature of the issue, relevant facts, and the desired outcome.
  • Stage 2: Investigation: The Complaints Officer will acknowledge receipt of the complaint within 5 working days and initiate an investigation. This may involve meeting with the complainant, staff, or other relevant parties.
  • Stage 3: Outcome: A written response will be provided within 20 working days of the complaint being received. This will include the findings of the investigation and any actions to be taken.

5. Appeals Procedure

  • Stage 1: Appeal Submission: If the complainant is dissatisfied with the outcome, they may submit an appeal within 10 working days of receiving the decision. The appeal must be based on new evidence, procedural irregularity, or a disproportionate outcome.
  • Stage 2: Appeal Review: An Appeal Panel will review the case, considering the grounds for appeal and the original complaint. The panel may request further information or hold a hearing if necessary.
  • Stage 3: Final Decision: The panel’s decision will be communicated in writing within 15 working days of the appeal being submitted. This decision is final.

6. External Review

If the complainant remains dissatisfied after the appeal, they may refer the matter to an external body such as the Office of the Independent Adjudicator for Higher Education (OIA) for further review.

7. Monitoring and Review

AIU will monitor complaints and appeals to identify trends and areas for improvement. This procedure will be reviewed annually to ensure it remains effective and fair.