A Fair Process for Concerns and Feedback
Document Version: 1.0
Effective Date: August 2025
Last Updated: August 2025
Policy Owner: Student Affairs Office
Review Cycle: Annual
1. Purpose and Scope
1.1 Purpose
This policy establishes a fair, transparent, and accessible framework for addressing complaints and appeals from all members of the UIS community. It ensures that concerns are handled promptly, impartially, and respectfully while promoting continuous improvement in our services and operations.
1.2 Scope
This policy applies to all students, staff, parents, guardians, and community members who wish to raise concerns about UIS services, decisions, policies, or conduct. It covers both informal and formal complaint processes, as well as appeals procedures.
1.3 Policy Statement
UIS is committed to providing high-quality educational services and maintaining a positive learning environment. We welcome feedback and view complaints as opportunities for improvement. All complaints will be treated seriously, confidentially, and resolved fairly and efficiently.
2. Definitions
Complaint: An expression of dissatisfaction about UIS services, policies, decisions, or conduct that requires investigation and response.
Appeal: A formal request to review a decision or outcome, typically following an initial complaint resolution or academic/disciplinary decision.
Complainant: The person making the complaint or appeal.
Respondent: The person or department against whom the complaint is made.
Natural Justice: The principle that decisions affecting individuals must be made fairly, impartially, and with due process.
Vexatious Complaint: A complaint that is frivolous, trivial, or made repeatedly without new evidence or reasonable grounds.
3. Guiding Principles
3.1 Accessibility
- Multiple channels for submitting complaints and appeals
- Clear, simple processes that are easy to understand
- Support available for those who need assistance
- No barriers based on language, disability, or other factors
3.2 Fairness and Impartiality
- All parties treated with respect and dignity
- Decisions based on evidence and merit
- Freedom from bias, discrimination, or conflict of interest
- Right to representation or support person
3.3 Timeliness
- Prompt acknowledgment of complaints and appeals
- Clear timeframes for investigation and resolution
- Regular communication about progress
- Efficient processes that minimize delays
3.4 Confidentiality
- Information shared only with those who need to know
- Protection of privacy for all parties involved
- Secure handling and storage of complaint records
- Clear communication about confidentiality limits
3.5 Transparency
- Clear explanation of processes and procedures
- Regular updates on complaint status
- Accessible reporting on complaint trends and outcomes
- Open communication about policy changes
3.6 Continuous Improvement
- Learning from complaints to improve services
- Regular review of complaint patterns and trends
- Implementation of systemic changes where needed
- Feedback to relevant departments for improvement
4. Types of Complaints and Appeals
4.1 Academic Complaints
- Grading and assessment concerns
- Course content and delivery issues
- Academic misconduct allegations
- Access to academic support services
- Curriculum and program concerns
4.2 Administrative Complaints
- Admission and enrollment processes
- Fee and billing disputes
- Student services and facilities
- Information and communication issues
- Policy interpretation and application
4.3 Behavioral and Conduct Complaints
- Staff or student misconduct
- Discrimination or harassment allegations
- Bullying or inappropriate behavior
- Breach of code of conduct
- Safety and welfare concerns
4.4 Appeals
- Academic decisions (grades, progression, graduation)
- Disciplinary outcomes
- Admission decisions
- Fee and financial aid determinations
- Complaint resolution outcomes
5. Complaint Resolution Framework
5.1 Level 1: Informal Resolution
Objective: Resolve concerns quickly and directly through discussion and mutual understanding.
Process:
- Direct communication with relevant staff member or department
- Immediate supervisor involvement if needed
- Documentation of agreed solutions
- Timeframe: 5-10 working days
Appropriate for:
- Minor concerns or misunderstandings
- Issues that can be resolved through clarification
- First-time complaints about service delivery
- Matters requiring simple corrective action
5.2 Level 2: Formal Complaint
Objective: Systematic investigation and resolution of more complex or serious concerns.
Process:
- Written complaint submission with supporting evidence
- Formal investigation by appropriate officer
- Interviews with relevant parties
- Written response with findings and actions
- Timeframe: 15-20 working days
Appropriate for:
- Serious allegations requiring investigation
- Systemic issues affecting multiple individuals
- Complaints unresolved at informal level
- Matters with significant consequences
5.3 Level 3: Internal Review
Objective: Independent review of formal complaint outcomes or processes.
Process:
- Review by senior management or committee
- Assessment of original investigation adequacy
- Additional evidence consideration if relevant
- Final institutional decision
- Timeframe: 20-30 working days
Appropriate for:
- Dissatisfaction with formal complaint outcome
- Procedural concerns about investigation
- New evidence that could affect outcome
- Complex matters requiring senior review
5.4 Level 4: External Review
Objective: Independent external assessment when internal processes are exhausted.
Process:
- Referral to relevant external body or ombudsman
- UIS cooperation with external investigation
- Implementation of external recommendations
- Timeframe: As determined by external body
Appropriate for:
- Unresolved complaints after internal review
- Serious allegations requiring independent assessment
- Matters of significant public interest
- Systemic issues with broader implications
6. Complaint Submission Process
6.1 How to Make a Complaint
Online Portal:
- Secure online complaint form
- Document upload capability
- Status tracking functionality
- Automated acknowledgment
Email:
- complaints@uis.org
- Subject line: “Formal Complaint – [Brief Description]”
- Include all relevant documentation
In Person:
- Student Affairs Office
- Appointment scheduling available
- Support person permitted
- Written record provided
Phone:
- Complaint hotline: 96475094412455
- Business hours: 8:00AM to 5:00PM
- Follow-up in writing required
- Interpreter services available
Written Submission:
- Postal address: Opposite Bakhtyari mosque, Bakhtyari, Erbil, Iraq
- Hand delivery accepted
- Receipt provided
- Secure handling guaranteed
6.2 Information to Include
Essential Information:
- Full name and contact details
- Student/staff ID number (if applicable)
- Relationship to UIS (student, parent, staff, etc.)
- Preferred communication method
- Support person details (if applicable)
Complaint Details:
- Clear description of the issue or concern
- Specific incidents with dates, times, and locations
- Names of people involved
- Previous attempts to resolve the matter
- Desired outcome or resolution
Supporting Evidence:
- Relevant documents, emails, or correspondence
- Witness statements or contact information
- Photos or other relevant materials
- Academic records (if applicable)
7. Investigation Process
7.1 Initial Assessment
- Acknowledgment within 2 working days
- Assessment of complaint validity and jurisdiction
- Determination of appropriate resolution level
- Assignment to investigating officer
- Communication of process and timeframes
7.2 Investigation Procedures
- Review of all submitted evidence and documentation
- Interviews with complainant, respondent, and witnesses
- Collection of additional relevant information
- Consultation with subject matter experts if needed
- Consideration of relevant policies and procedures
7.3 Natural Justice Requirements
- Right to know the allegations or concerns
- Opportunity to respond to allegations
- Right to representation or support person
- Impartial investigation and decision-making
- Clear reasons for decisions
7.4 Investigation Outcomes
- Complaint substantiated (wholly or partially)
- Complaint not substantiated
- Complaint withdrawn or resolved
- Complaint frivolous or vexatious
- Further investigation required
8. Resolution and Remedies
8.1 Types of Remedies
Corrective Actions:
- Policy clarification or amendment
- Process improvement or modification
- Additional training for staff
- System or procedure changes
- Service delivery improvements
Compensatory Measures:
- Fee refunds or adjustments
- Academic record corrections
- Re-assessment or re-marking
- Additional support services
- Alternative arrangements
Restorative Actions:
- Formal apology
- Mediation between parties
- Relationship repair initiatives
- Community service requirements
- Counseling or support services
Disciplinary Measures:
- Staff performance management
- Student disciplinary action
- Professional development requirements
- Behavioral agreements
- Suspension or termination (if warranted)
8.2 Implementation and Monitoring
- Clear timelines for remedy implementation
- Regular progress monitoring
- Follow-up with complainant
- Evaluation of remedy effectiveness
- Documentation of outcomes
9. Appeals Process
9.1 Grounds for Appeal
- Procedural unfairness in original investigation
- New evidence that could affect the outcome
- Disproportionate or inappropriate remedy
- Bias or conflict of interest in decision-making
- Misinterpretation of policy or procedure
9.2 Appeal Submission
- Written appeal within 10 working days of decision
- Clear statement of grounds for appeal
- Supporting evidence for appeal grounds
- Desired outcome specified
- Appeal fee may apply (refundable if successful)
9.3 Appeal Review Process
- Independent review by Appeals Committee
- Review of original investigation and decision
- Consideration of new evidence if applicable
- Opportunity for oral hearing if appropriate
- Written decision with clear reasoning
9.4 Appeal Outcomes
- Appeal upheld (wholly or partially)
- Appeal dismissed
- Matter referred back for re-investigation
- Alternative resolution recommended
- External review recommended
10. Support Services
10.1 Student Support
- Student advocacy services
- Counseling and wellbeing support
- Academic support during complaint process
- Peer support programs
- Legal aid referrals
10.2 Staff Support
- Employee assistance programs
- Union representation rights
- Professional development opportunities
- Mediation services
- Workplace counseling
10.3 Parent and Community Support
- Parent liaison services
- Community mediation programs
- Translation and interpretation services
- Cultural liaison support
- Disability support services
11. Record Keeping and Privacy
11.1 Documentation Requirements
- Comprehensive records of all complaints and appeals
- Evidence and investigation materials
- Decision rationale and outcomes
- Implementation and follow-up actions
- Statistical data for reporting and analysis
11.2 Privacy Protection
- Confidential handling of all information
- Access limited to authorized personnel
- Secure storage and transmission
- Regular review of access permissions
- Compliance with privacy legislation
11.3 Retention Periods
- Active complaint files: 7 years
- Resolved complaint files: 5 years
- Statistical data: Indefinite (de-identified)
- Appeals records: 7 years
- Vexatious complaint flags: 3 years
12. Quality Assurance and Continuous Improvement
12.1 Monitoring and Evaluation
- Regular review of complaint trends and patterns
- Analysis of resolution timeframes and outcomes
- Feedback collection from complainants
- Staff training needs assessment
- Policy and procedure effectiveness review
12.2 Reporting and Transparency
- Annual complaints and appeals report
- Statistical summaries by category and outcome
- Trend analysis and improvement recommendations
- Stakeholder feedback and consultation
- Public availability of aggregated data
12.3 System Improvements
- Regular policy and procedure updates
- Staff training and development programs
- Technology and system enhancements
- Process streamlining initiatives
- Best practice research and implementation
13. Roles and Responsibilities
13.1 Complaints Officer
- Initial complaint assessment and triage
- Investigation coordination and management
- Stakeholder communication and updates
- Resolution implementation oversight
- Record keeping and reporting
13.2 Investigating Officers
- Thorough and impartial investigation
- Evidence collection and analysis
- Stakeholder interviews and consultation
- Report writing and recommendation development
- Remedy implementation support
13.3 Appeals Committee
- Independent review of appeal applications
- Assessment of original investigation adequacy
- Decision-making on appeal outcomes
- Recommendation of systemic improvements
- Quality assurance oversight
13.4 Senior Management
- Policy oversight and approval
- Resource allocation for complaint resolution
- Systemic improvement implementation
- External relationship management
- Accountability and reporting
13.5 All Staff
- Awareness of complaint procedures
- Prompt referral of complaints
- Cooperation with investigations
- Implementation of improvements
- Commitment to continuous improvement
14. Training and Awareness
14.1 Staff Training
- Complaint handling procedures and techniques
- Investigation skills and natural justice principles
- Communication and conflict resolution
- Cultural sensitivity and diversity awareness
- Privacy and confidentiality requirements
14.2 Community Awareness
- Policy publication and accessibility
- Information sessions for students and parents
- Website resources and FAQs
- Orientation program inclusion
- Regular communication and updates
15. Contact Information
Complaints Officer:
Name: Ms. Hala Dler
Email: complaints@uic-iq.com
16. Related Policies and Procedures
- Student Code of Conduct
- Staff Code of Conduct
- Anti-Discrimination and Harassment Policy
- Privacy and Data Protection Policy
- Academic Integrity Policy
- Disciplinary Procedures
- Grievance Procedures
- Whistleblower Protection Policy
17. Policy Review and Amendment
This policy is reviewed annually or following:
- Significant changes in legislation or regulation
- External review recommendations
- Complaint trend analysis findings
- Stakeholder feedback and consultation
- Best practice research outcomes
All amendments require approval by the UIS Board and consultation with key stakeholders.
Document Control:
- Approved by: Principal
- Approval Date: May 2025
- Next Review Date: May 2026
- Version History: 1.1.1
This policy operates within the framework of applicable laws and regulations. Where conflicts exist between this policy and legal requirements, the legal requirements prevail.
Appendices: