English 
STUDENT COMPLAINT POLICY AND PROCEDURE
A complaint from a student refers to any dispute other than one regarding assessment. Any such complaint cannot be referred externally unless and until the internal processes of the BIC have been exhausted. The only exception to this is the case where internal processes have become overly protracted.
STUDENT COMPLAINT PROCEDURE
BIC operates a specific complaints procedure relating to issues not covered by the appeals procedure. Disputes may involve issues such as alleged discrimination, non-professional practice, course schedule or complaints regarding the facilities. There may also be an issue regarding the assessment such as the process, conduct of the assessment process, the assessment criteria, or relevance of the assessment task to the intended programme learning outcomes.
STAGE – I – INFORMAL PROCEDURE
The complainant raises the grievance with/against a member of staff. Where possible this should be resolved informally between the individuals concerned. Where resolution is not possible or where the complainant BICs it is appropriate, the procedure may proceed to Stage II.
STAGE – II – FORMAL PROCEDURE
The lecturer of the module sets out the Assessments paper. The assessment question must be submitted to lecturer. S/he will check with the respective awarding body and issue the questions to the students. It is always emphasized that the Assessment questions must reflect the intended outcomes set out in the course outline. The Principal and Director take keen interest in ensuring that this happens.
STAGE – II – FORMAL PROCEDURE
The following steps outline the formal complaints procedure:
- The student makes a complaint against a member of staff or action or policy of the organisation
- The student makes a complaint in writing and addresses it for the attention of the BIC Director
- The Director acknowledges receipt of the complaint within 5 working days
- The Director investigates the complaint and seeks to resolve the complaint within 30 working days
- The Director’s decision is final as far as the internal procedure is concerned.
- All candidates have the right to fair, valid and reliable assessment decisions and to the provision of clear and constructive feedback. Candidates have the right to pursue an appeal where they BIC any of the above criteria have not been met.
STAGE – III – FORMAL COMPLAINT TO THE AWARDING BODY
BIC ensures that each registered student is aware of the existence of the relevant awarding body’s Student Complaints Procedure and the BIC will provide each student who requests a copy with the most current version of that Procedure.
The procedure covers many areas of the student experience and may apply to complaints arising from a student’s educational experience, complaints in respect of academic or administrative support and allegations of harassment or discrimination by staff. Wherever possible, the BIC expects complaints to be resolved as close as possible to its point of origin, and with a minimum of formality, but this procedure may apply where this has been investigated and found to be not possible.
