Student Complaints & Grievances Policy

Students may come forward with complaints or grievances on any of the following aspects of the service provision at
DCU International Academy:

• Academic
• Facilities and Services
• Administration
• Social Activities
• Accommodation
• Other Ancillary Services

DCUIA Student Complaint Resolution Procedure

The student’s first point of contact with any grievance is usually the Student Welfare Officer.

Step 1: The Student Welfare Officer meets with student(s) and:

• Listens to complaints / issues / grievances
• Outlines policy on handling complaints
• Makes notes and identifies specific details
• Resolves any obvious difficulties if possible

Step 2: In cases where the Student Welfare Officer cannot directly resolve the issue, they identify the appropriate member of the management team with responsibility for that area and informs them of the complaint.

Step 3: The relevant manager investigates the issue and decides on the course of action to be taken. This will involve liaising with other members of staff that may be involved in the complaint, for example, teaching or administration staff, and working with them to generate a satisfactory resolution to the issue.

Step 4: The relevant manager will meet the student to propose a solution to the issue as early as practicable, but not later than five working days after the complaint is received. If Steps 1 to 4 above fail to resolve the issues and students report ongoing dissatisfaction then the manager will ask the student(s) to record their complaint in writing (in their own language if necessary, to be translated into English) and the complaint will be referred to the Chief Executive Officer (CEO).

Step 5: The CEO will

• Meet with the student(s) and/or members of staff involved
• Review the progress on the proposed solutions
• Determine future action if necessary
• The CEO’s decision is final.