Introduction 

Overview 

Despite Vedere University’s commitment to providing excellent services to its students, it acknowledges that complaints may still arise.

In order to maintain the standard and quality of its programs and services, Vedere University has established the Student Complaints Procedure. This procedure enables students to address concerns about the institution’s services, facilitating investigation and discussion to reach a satisfactory resolution in a reasonable timeframe and in accordance with the principles of natural justice.

Vedere University values feedback and takes all complaints seriously. Students will not face any disadvantages for raising a genuine complaint in good faith. However, any complaint that is found to be frivolous, vexatious, or malicious may be considered a breach of a student’s obligations and may result in disciplinary action in accordance with the Student Disciplinary Regulations.

It’s important to note that Vedere University differentiates between “Complaints” and “Academic Appeals,” and separate procedures exist for each. Please carefully review the provided guidance to ensure that you are following the appropriate procedure.

1. A “Complaint” refers to a specific concern related to the provision of a program of study or academic service, encompassing issues with teaching or academic facilities. Examples of valid complaints include:
   1. Poor quality of teaching or supervision.
   2. Inadequate facilities provided by Vedere University.

2. An “Academic Appeal” entails requesting a review of a decision made by a staff member or academic body, such as the Assessment Board, regarding a student’s progression, assessment, or degree award.

3. If a student intends to initiate an Academic Appeal, the Student Complaints Procedure does not apply. Instead, the student should refer to the Academic Appeals Policy.

4. Furthermore, the Student Complaints Procedure is not suitable for the following situations:
   1. Misconduct concerns about another student, which are addressed through the Student Disciplinary Policy as deemed appropriate.
   2. Complaints of harassment or bullying by another member of the community, which are handled separately.
   3. Complaints falling under another established procedure at the Vedere University.
   4. Private or domestic disputes between students and staff.
   5. Complaints regarding individuals who are not affiliated with Vedere University.

The outlined complaints procedure is to be followed for all complaints, except those filed against Vedere University employees. In such cases, the following steps will be taken:

1. Complaints against staff members should be directed to the HR department, which will determine the most suitable investigation approach.
2. Complaints against faculty members should be directed to the Dean of Graduate Programs, who will decide the appropriate method to investigate and address the complaint.

Whenever possible, if the complaint involves a person, the handling staff member will encourage both parties to engage in a constructive face-to-face discussion to resolve the matter informally.

Vedere University is not obligated to disclose any sanctions imposed as a result of a complaint if doing so would breach confidentiality.

Anonymous complaints typically will not be investigated. It is at the discretion of Vedere University to decide whether a complaint merits an investigation, and the findings will be treated as confidential.