Mentor Agile's Institution Policy for Addressing Student Complaints
At Mentor Agile, we are committed to providing a supportive and enriching learning environment for all our students. We recognize that, occasionally, issues may arise that require resolution. Our policy for addressing student complaints is designed to ensure that all concerns are handled promptly, fairly, and transparently.
1. Introduction
Mentor Agile values feedback from students and views complaints as opportunities to improve our services and enhance the student experience. This policy outlines the process for lodging and resolving complaints.
2. Scope
This policy applies to all students enrolled in any course or program offered by Mentor Agile. It covers complaints related to academic matters, administrative services, faculty, and overall student experience.
3. Definitions
Complaint: A formal expression of dissatisfaction with any aspect of the institution's operations, services, or environment.
Complainant: The student making the complaint.
Respondent: The individual or department against whom the complaint is made.
4. Procedures for Lodging a Complaint
Informal Resolution
Students are encouraged to resolve complaints informally by discussing the issue directly with the concerned individual or department.
If the issue is not resolved informally, students can proceed with the formal complaint process.
Formal Complaint
Step 1: Submission
Complaints must be submitted in writing using the official complaint form available on the Mentor Agile website or through the student portal.
The form should include detailed information about the complaint, including the nature of the issue, dates, involved parties, and any supporting documentation.
Step 2: Acknowledgment
Upon receipt of the complaint, the institution will acknowledge the complaint within 5 business days and provide the complainant with a timeline for the investigation and resolution process.
Step 3: Investigation
The complaint will be investigated by an appointed Complaints Officer who will review the documentation, conduct interviews with involved parties, and gather relevant information.
The investigation will be conducted impartially and confidentially.
Step 4: Resolution
The Complaints Officer will provide a written decision within 20 business days of receiving the complaint.
The decision will include findings, conclusions, and any corrective actions or remedies to be implemented.
Step 5: Appeal
If the complainant is dissatisfied with the resolution, they may appeal the decision within 10 business days of receiving the written decision.
Appeals must be submitted in writing to the Appeals Committee, detailing the grounds for the appeal.
The Appeals Committee will review the appeal and provide a final decision within 15 business days.
5. Confidentiality
All complaints and associated documentation will be kept confidential and shared only with those directly involved in the resolution process.
6. Retaliation Prohibited
Retaliation against a student for lodging a complaint or participating in the investigation process is strictly prohibited. Any act of retaliation will be subject to disciplinary action.
7. Record Keeping
All records of complaints, investigations, and resolutions will be maintained for a minimum of five years in a secure and confidential manner.
8. Continuous Improvement
Mentor Agile will regularly review and analyze complaint records to identify trends and areas for improvement. This analysis will inform institutional changes to enhance the overall student experience.
Contact Information:
For any questions or further assistance regarding the complaints process, please contact:
Mentor Agile Student Services
Email: [email protected]
Phone: 1-630-201-8018
Mentor Agile is dedicated to fostering a positive and productive learning environment. We appreciate your cooperation and encourage all students to provide feedback to help us achieve this goal.