Complaint Handling Policy

 

Purpose

This policy ensures that all complaints raised by trainees, staff, or stakeholders are addressed promptly, fairly, and consistently. IIE is committed to maintaining a supportive and professional learning environment where concerns are taken seriously and resolved effectively.

 1- Scope

This policy applies to all trainees, instructors, administrative staff, and external stakeholders associated with IIE. Complaints may relate to:

  • Training delivery or materials

  • Trainer or staff conduct

  • Facilities or equipment

  • Discrimination, harassment, or bullying

  • Administrative or support services

 2- Definition of a Complaint

 

A complaint is any expression of dissatisfaction or concern about the quality or fairness of training, services, or conduct that requires a formal response or resolution.

 3- Principles

 

IIE commits to ensuring that:


  • Complaints are treated seriously and confidentially

  • All parties are treated with respect and impartiality

  • Complaints are resolved promptly and fairly

  • Complainants are kept informed throughout the process

  • There is no retaliationfor making a complaint in good faith

 4- Complaint Procedure

 

Step 1: Informal Resolution

 

  • Trainees are encouraged to raise concerns informallywith the individual(s) involved or with a supervisor/trainer if appropriate.

  • Many complaints can be resolved quickly at this stage.

 

Step 2: Formal Complaint

 

If the issue is unresolved or is too serious for informal handling:

1- Submit a written complaintto the Training Coordinator or designated officer. The complaint should include:

  • Full name and contact details

  • Description of the issue

  • Dates and people involved

  • Any supporting evidence

  • 2-The complaint will be acknowledged within 3 working days.

  • 3-A thorough investigationwill be conducted, which may involve interviews and document reviews.

 

Step 3: Resolution

 

  • A written response will be provided within 10 working daysof the complaint being acknowledged.

  • The response will include findings and any corrective actions or resolutions.

 

Step 4: Appeal Process

 

  • If the complainant is not satisfied with the outcome, they may submit a written appeal within 5 working days.

  • An appeal will be reviewed by a senior staff member or independent panel not involved in the original decision.

  • The final decision will be communicated within 10 working days.

 5- Record Keeping

  • All complaints and related documentation will be securely stored for a minimum of 2 years.

  • Records are confidential and accessed only by authorized personnel.

 6- Protection from Retaliation

 

  • No trainee or staff member will suffer adverse consequences for lodging a complaint in good faith.

  • Any act of retaliation will be treated as a serious disciplinary offense.

 7- Policy Review

 

This policy will be reviewed annually or as needed to ensure its continued effectiveness and relevance.

Acknowledgment

All trainees and staff will be provided with a copy of this policy and must acknowledge they have read and understood it.