Complaints and Grievances – ECA College of Heath Sciences – CHS

Complaints and Grievances

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The College will ensure that any concerns and complaints by students will be considered without prejudice and solely on its merits and the evidence provided. It will be treated confidentially, and all records will be kept strictly confidential. The College will also ensure that the matters will be dealt with as quickly as possible and within the timeframes indicated within the relevant policy at no cost.

Summaries of the complaints/grievances policy and processes are given below. CHS students and staff are encouraged to make themselves familiar with the policy documents on the CHS Policies page (Alp, include policies page link here please) before submitting their complaint/grievance.

Academic Grievance and Appeals Policy & Procedures
Below are the Steps to Resolving Academic Grievances and Appeals (please provide it as a table)

Assessments and Final Grades Other Academic Matters
Student submits Appeal Student submits Grievance
Acknowledgement message sent to student Staff member assesses and communicates decision to student
Director of Studies investigates appeal Students not satisfied with result may appeal to the Registrar
Director of Studies resolves appeal within 10 working days Registrar investigates appeal, makes a decision and communicates result to student within 20 working days of receipt of appeal
Registrar informs student of result of appeal within 10 working days If student satisfied with result, the appeal process is complete
If student satisfied with result, the appeal process is complete Students not satisfied with result appeal to Registrar for matter to be referred to CHS Academic Appeals Committee
Students not satisfied with result appeal to Registrar for matter to be referred to CHS Academic Appeals Committee
Dean convenes CHS Academic Appeals Committee within 10 working days of receipt of appeal
CHS Academic Appeals Committee investigates the appeal and makes a decision
The Registrar informs student of result of appeal within 10 working days
If student satisfied with result, the appeal process is complete
Students not satisfied with result appeal to external mediation body
External mediation body investigates the appeal, makes a decision and communicates it to College and student

Non-Academic Grievance and Appeals Policy & Procedure
Below are the steps to Resolving Non-Academic Grievances and Appeals:

  • Student approaches the relevant staff member directly with informal grievance
  • Staff member investigates informal grievance and makes a decision within 10 working days
  • Staff member communicates decision to student
  • If student satisfied with result, the grievance process is complete
  • Students not satisfied with the outcome of the informal grievance process may lodge a formal grievance with the Registrar
  • The Registrar investigates the formal grievance, makes a decision and communicates result to student within 20 working days
  • If student satisfied with result, the grievance process is complete.
  • Students not satisfied with the outcome of their formal grievance will lodge an appeal with the Registrar for the matter to be referred to CHS Non-Academic Appeals Committee
  • CHS convenes CHS Non-Academic Appeals Committee within 20 working days of receipt of appeal.
  • CHS Non-Academic Appeals Committee investigates the appeal and makes a decision
  • The Registrar informs student of result of appeal within 10 working days
  • If student satisfied with result, the appeal process is complete
  • Students not satisfied with result may lodge an appeal to external mediation body
  • External mediation body investigates the appeal, makes a decision and communicates it to College and student
  • If appeal upheld, College acts on recommendations within 30 working days.

Complaint/Grievance Submission Process
For submitting a Grievance online, please click on the appropriate links below:

Non-Academic Grievances
Academic Grievances