Complaints Handling Procedures
Annexure 2 to Rules and Regulations
1. A complaint
(a) Reason for a complain
Where a student finds their expectations have not been met in respect of the organisation of their courses or the facilities available, it shall be their duty to report to management the matter in order that corrective action, if any, be applied without delay.
(b) Written Complaint
Complaints can be communicated in confidence to the Manager or to any senior staff designated for that purpose. The latter may request for a written submission.
2. Undertaking
We at Belstar Training Centre undertake to treat each complaint with fairness in full respect of the complainant’s rights to seek redress. We promise to investigate all complaints thoroughly to assess its validity before taking any decision as to the required course of action.
3. Investigation
Complaints shall be investigated by
Either a senior staff not concerned in any way with the complaint.
Or, where the nature of the complaint so requires , an independent third party.
Within TWO weeks of lodging the complaint with the investigator, the latter shall communicate to management their conclusion as to the validity of the complaint and their recommendations.
4. Conclusion
The complainant shall be informed of the outcome of the investigation and its conclusion and may either accept or reject the recommendations and actions proposed.
5. Enter the regulator
When a complainant rejects the recommendations and proposed actions, they shall inform management in writing and provide the reasons thereof.
Management may then refer the matter to either MQA or TEC for a ruling.
Updated October 2024