1. Policy Statement
Global Path values feedback and is committed to addressing any concerns raised by our students, parents, or partners fairly, promptly, and effectively. This policy provides a clear, transparent, and confidential procedure for submitting, investigating, and resolving complaints. We view complaints as an opportunity to improve our services and reinforce our commitment to accountability and student satisfaction.
2. Scope
This policy covers any complaint or grievance regarding the quality of service, professional conduct of staff, application processes, communication, or any other aspect of engagement with Global Path.
3. Guiding Principles
Our complaint resolution process is based on:
- Accessibility: The process is easy to understand and use.
- Fairness & Impartiality: Every complaint is investigated objectively without bias.
- Confidentiality: All complaints and related information are handled with strict confidentiality, disclosed only to those necessary for the investigation.
- Non-Retaliation: No student or individual will be penalized or treated unfairly for raising a concern in good faith.
- Timeliness: Complaints will be acknowledged and resolved within defined timeframes.
4. How to Submit a Complaint
Complaints can be submitted through the following official channels:
- Primary Channel: Via email to complaints@globalpath.co.zw (example).
- Secondary Channel: A dedicated WhatsApp message to the designated Complaints Officer.
- In-Person/Written: A scheduled meeting or written letter delivered to the office of the Student Experience Manager.
5. The Complaint Resolution Procedure
Stage 1: Submission & Acknowledgment
- Upon receipt, the Complaints Officer will log the complaint and send a formal acknowledgment to the complainant within one (1) working day.
- The acknowledgment will include a unique reference number and an outline of the next steps.
Stage 2: Investigation
- An impartial manager, not involved in the subject of the complaint, will be assigned to investigate.
- The investigator will review all relevant information, which may include student files, communication records, and interviews with involved staff and the complainant.
- The investigation will be completed, and findings documented, within ten (10) working days of acknowledgment. If more time is needed, the complainant will be informed of the delay and a new timeline.
Stage 3: Resolution & Response
- Based on the findings, Global Path will determine an appropriate resolution. This may include:
- A formal apology.
- A correction of an error (e.g., re-submission of a document).
- Additional service support.
- Staff training or disciplinary action.
- A formal written response, detailing the investigation outcome and any corrective actions, will be sent to the complainant within five (5) working days of the investigation’s conclusion.
Stage 4: Appeal
- If the complainant is dissatisfied with the resolution, they may appeal in writing within seven (7) days of receiving the response.
- The appeal will be reviewed by a senior director not previously involved. Their decision will be final and communicated within ten (10) working days.
6. Record Keeping
A confidential record of all complaints, including details of the investigation, resolution, and any actions taken, will be maintained for a minimum of three (3) years. This data will be used for annual service reviews and staff training to prevent recurrence.
7. External Recourse
While we strive to resolve all matters internally, students retain the right to escalate serious unresolved issues to relevant external bodies, such as consumer protection authorities in Zimbabwe or professional educational consultancy associations, if applicable.
8. Integration with Other Policies
This policy works in conjunction with, and does not replace, the disciplinary measures outlined in the Code of Conduct & Ethics Policy (Policy 6) or the operational reviews under Quality Assurance (Policy 7).
9. Policy Review
This policy will be reviewed annually to ensure its effectiveness and fairness.
