Student Complaints & Grievances Policy

DCU International Academy (DCU IA) is committed to dealing with student complaints openly, objectively and constructively. Everyone involved in the complaint resolution process will be given the opportunity to provide their point of view, with the aim of resolving issues fairly and satisfactorily.

Where possible, DCU IA encourages a cooperative and non-confrontational approach to resolving concerns and complaints.

Complaints and Grievances

Students may raise complaints or grievances relating to any of the following areas:

• Academic – including concerns relating to teaching, course content, class level or course materials.
• Facilities and Services – including classrooms, school facilities, IT facilities and university campus facilities.
• Administration – including pre-arrival administration, documentation, attendance letters, certificates and reports.
• Social Activities – including the range, type and frequency of activities, guides or transport associated with social activities.
• Accommodation – including accommodation, food provision and accommodation administration.
• Other Services – other services provided to students by DCU IA.

Student Complaint Resolution Procedure

Step 1 – Student Welfare Officer

The student’s first point of contact for a complaint or grievance is usually the Student Welfare Officer.

The Student Welfare Officer will:

• Listen to the complaint, issue or grievance.
• Explain the procedure for handling complaints.
• Record the relevant details.
• Seek to resolve any obvious difficulties where possible.
• Record the complaint appropriately.

Where possible, the Student Welfare Officer may implement a plan of action to resolve the issue. Records relating to complaints will be maintained with appropriate regard for confidentiality.

Step 2 – Referral to the Relevant Manager

Where the Student Welfare Officer cannot resolve the issue directly, or where an agreed plan of action has not been successful, the complaint will be referred to the appropriate member of the management team.

Depending on the nature of the complaint, this may include the relevant academic, school operations or accommodation manager.

Where a complaint relates to the conduct of a member of staff, the matter will be referred to the staff member’s primary Line Manager.

Step 3 – Investigation

The relevant manager will investigate the complaint and determine the appropriate course of action.

This may involve liaising with other members of staff involved in the matter, including teaching or administration staff, and working with them to identify an appropriate resolution.

Step 4 – Proposed Resolution

The relevant manager will meet with the student and propose a solution as early as practicable, but no later than five working days after the complaint is received.

A plan of action and appropriate timeline will be discussed with the student. Progress will be followed up as required, and the proposed plan may be adapted depending on the circumstances.

If Steps 1–4 do not resolve the issue and the student remains dissatisfied, the student will be asked to submit their complaint in writing. The complaint may be submitted in the student’s own language if necessary and translated into English.

The written complaint will then be referred to the Executive Director of DCU International Academy.

Step 5 – Executive Director Review

The Executive Director will:

• Meet with the student(s) and/or members of staff involved.
• Review progress on the proposed solutions.
• Determine any further action required.

The Executive Director’s decision represents the final stage of DCU International Academy’s internal complaints procedure.

Step 6 – Independent External Review

Where a complaint remains unresolved after DCU International Academy’s internal complaints procedure has been exhausted, the matter may be referred to an appropriate independent body.

One such independent body is English Education Ireland (EEI).

EEI provides an independent complaints review mechanism for its member institutions. Students must first complete DCU International Academy’s internal complaints procedure before a complaint can be considered by EEI.

EEI’s independent review is limited to relevant standards compliance and does not adjudicate academic results, commercial or refund disputes, accommodation disputes, visa or immigration matters, employment disputes or matters being considered by statutory bodies.