{"id":4694,"date":"2026-03-03T11:08:23","date_gmt":"2026-03-03T09:08:23","guid":{"rendered":"https:\/\/iiegypt.com\/?page_id=4694"},"modified":"2026-03-03T11:12:51","modified_gmt":"2026-03-03T09:12:51","slug":"complaint-handling","status":"publish","type":"page","link":"https:\/\/iiegypt.com\/ar\/complaint-handling\/","title":{"rendered":"Complaint Handling Policy"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"4694\" class=\"elementor elementor-4694\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-75eedad elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"75eedad\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b9456e1\" data-id=\"b9456e1\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-85f9e49 elementor-widget elementor-widget-text-editor\" data-id=\"85f9e49\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 style=\"text-align: center;\"><span style=\"text-decoration: underline; color: #ff0000;\"><strong>Complaint Handling Policy<\/strong><\/span><\/h2>\n<h3>&nbsp;<\/h3>\n<h3><strong>Purpose<\/strong><\/h3>\n<h3>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.<\/h3>\n<h3>&nbsp;1-&nbsp;<strong style=\"letter-spacing: 0.2px;\">Scope<\/strong><\/h3>\n<h3>This policy applies to all trainees, instructors, administrative staff, and external stakeholders associated with IIE. Complaints may relate to:<\/h3>\n<ul>\n<li>\n<h3>Training delivery or materials<\/h3>\n<\/li>\n<li>\n<h3>Trainer or staff conduct<\/h3>\n<\/li>\n<li>\n<h3>Facilities or equipment<\/h3>\n<\/li>\n<li>\n<h3>Discrimination, harassment, or bullying<\/h3>\n<\/li>\n<li>\n<h3>Administrative or support services<\/h3>\n<\/li>\n<\/ul>\n<h3>&nbsp;2-&nbsp;<strong style=\"letter-spacing: 0.2px;\">Definition of a Complaint<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<h3>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.<\/h3>\n<h3>&nbsp;3-&nbsp;<strong style=\"letter-spacing: 0.2px;\">Principles<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<h3><u>IIE commits to ensuring that:<\/u><\/h3>\n<h3><br><\/h3>\n<ul>\n<li>\n<h3>Complaints are treated&nbsp;<strong>seriously and confidentially<\/strong><\/h3>\n<\/li>\n<li>\n<h3>All parties are treated with&nbsp;<strong>respect and impartiality<\/strong><\/h3>\n<\/li>\n<li>\n<h3>Complaints are resolved&nbsp;<strong>promptly and fairly<\/strong><\/h3>\n<\/li>\n<li>\n<h3>Complainants are kept informed throughout the process<\/h3>\n<\/li>\n<li>\n<h3>There is&nbsp;<strong>no retaliation<\/strong>for making a complaint in good faith<\/h3><\/li><\/ul>\n<h3><strong>&nbsp;4-&nbsp;<\/strong><strong style=\"letter-spacing: 0.2px;\">Complaint Procedure<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<h3><strong>Step 1: Informal Resolution<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<ul>\n<li>\n<h3>Trainees are encouraged to raise concerns&nbsp;<strong>informally<\/strong>with the individual(s) involved or with a supervisor\/trainer if appropriate.<\/h3>\n<\/li>\n<li>\n<h3>Many complaints can be resolved quickly at this stage.<\/h3>\n<\/li>\n<\/ul>\n<h3>&nbsp;<\/h3>\n<h3><strong>Step 2: Formal Complaint<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<h3><u>If the issue is unresolved or is too serious for informal handling:<\/u><\/h3><h3><strong style=\"letter-spacing: 0.2px;\"><u>1-&nbsp;<\/u>Submit a written complaint<\/strong><span style=\"letter-spacing: 0.2px;\">to the Training Coordinator or designated officer. The complaint should include:<\/span><\/h3>\n<ul>\n<li>\n<h3>Full name and contact details<\/h3>\n<\/li>\n<li>\n<h3>Description of the issue<\/h3>\n<\/li>\n<li>\n<h3>Dates and people involved<\/h3>\n<\/li>\n<li>\n<h3>Any supporting evidence<\/h3><\/li><li><h3><span style=\"letter-spacing: 0.2px;\">2-<\/span><span style=\"letter-spacing: 0.2px;\">The complaint will be&nbsp;<\/span><strong style=\"letter-spacing: 0.2px;\">acknowledged within 3 working days<\/strong><span style=\"letter-spacing: 0.2px;\">.<\/span><\/h3><\/li><li><h3><span style=\"letter-spacing: 0.2px;\">3-A&nbsp;<\/span><strong style=\"letter-spacing: 0.2px;\">thorough investigation<\/strong><span style=\"letter-spacing: 0.2px;\">will be conducted, which may involve interviews and document reviews.<\/span><\/h3><\/li><\/ul>\n<h3>&nbsp;<\/h3>\n<h3><strong>Step 3: Resolution<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<ul>\n<li>\n<h3>A written response will be provided within&nbsp;<strong>10 working days<\/strong>of the complaint being acknowledged.<\/h3>\n<\/li>\n<li>\n<h3>The response will include findings and any corrective actions or resolutions.<\/h3>\n<\/li>\n<\/ul>\n<h3>&nbsp;<\/h3>\n<h3><strong>Step 4: Appeal Process<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<ul>\n<li>\n<h3>If the complainant is not satisfied with the outcome, they may submit a written&nbsp;<strong>appeal within 5 working days<\/strong>.<\/h3>\n<\/li>\n<li>\n<h3>An appeal will be reviewed by a senior staff member or independent panel not involved in the original decision.<\/h3>\n<\/li>\n<li>\n<h3>The final decision will be communicated within&nbsp;<strong>10 working days<\/strong>.<\/h3>\n<\/li>\n<\/ul>\n<h3>&nbsp;5-&nbsp;<strong style=\"letter-spacing: 0.2px;\">Record Keeping<\/strong><\/h3>\n<ul>\n<li>\n<h3>All complaints and related documentation will be securely stored for a minimum of&nbsp;<strong>2 years<\/strong>.<\/h3>\n<\/li>\n<li>\n<h3>Records are confidential and accessed only by authorized personnel.<\/h3>\n<\/li>\n<\/ul>\n<h3>&nbsp;6-&nbsp;<strong style=\"letter-spacing: 0.2px;\">Protection from Retaliation<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<ul>\n<li>\n<h3>No trainee or staff member will suffer adverse consequences for lodging a complaint in good faith.<\/h3>\n<\/li>\n<li>\n<h3>Any act of retaliation will be treated as a serious disciplinary offense.<\/h3>\n<\/li>\n<\/ul>\n<h3>&nbsp;7-&nbsp;<strong style=\"letter-spacing: 0.2px;\">Policy Review<\/strong><\/h3>\n<h3>&nbsp;<\/h3>\n<h3>This policy will be reviewed annually or as needed to ensure its continued effectiveness and relevance.<\/h3>\n<h3><strong>Acknowledgment<\/strong><\/h3>\n<h3>All trainees and staff will be provided with a copy of this policy and must acknowledge they have read and understood it.<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Complaint Handling Policy &nbsp; 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 &hellip; <br \/><a href=\"https:\/\/iiegypt.com\/ar\/complaint-handling\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Complaint Handling Policy<\/span><\/a><\/p>","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4694","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/pages\/4694","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/comments?post=4694"}],"version-history":[{"count":0,"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/pages\/4694\/revisions"}],"wp:attachment":[{"href":"https:\/\/iiegypt.com\/ar\/wp-json\/wp\/v2\/media?parent=4694"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}