Student Complaints and Appeals

Document Control Record

	Quality Assurance Handbook 2024 Volume 1: Internal Quality Assurance System
CoROM Policy on Student Complaints and Appeals
Document Status: Pending Approval	Revision No: 2.0
Document Owner: Office of the Executive Dean
Date of Approval Board of Regents:	Date of Approval Board of Administrators:

Revision History

Revision No.	Date	Comments
2.0	11 September 2024	Annual update

1. Definition of ‘Complaint’ and ‘Appeal’

A *complaint* refers to an expression of dissatisfaction or grievance. In the academic context, this may include any dissatisfaction with CoROM’s actions, lack of action, or the standard of service provided by the College or on its behalf. Complaints may also include appeals against decisions regarding progression, refund requests, or the application of College’s rules and regulations.

An appeal is a formal request made by a student to reconsider a decision that affects their academic standing or progress. This process allows students to challenge decisions related to academic assessments, disciplinary actions, enrolment status, or other academic matters, where they believe the decision was unfair or incorrect, or did not follow established procedures.

2. Complainants

Any student who feels they have been treated unfairly or is dissatisfied with the College’s decisions or standards of service may file a complaint.

3. Nature of Complaints

A student may lodge a complaint for any of the following reasons:

1. Dissatisfaction with the College’s policies and procedures
2. Failure of the College to follow appropriate administrative processes
3. The quality and standard of services provided by the College
4. Dissatisfaction with the learning experience provided by the College
5. Failure of the College to provide a promised service
6. Inappropriate behaviour by a student or staff member

4. Timing of Complaints

Complaints must be submitted within one month of the issue occurring or when the student becomes aware of the reason for the complaint, as outlined in this policy. In exceptional cases, the College may accept complaints beyond the four-week period.

5. Submitting Complaints

Complaints should be emailed directly to the College office at office@corom.edu.mt. Further details on the process can be found in the complaints procedure outlined below.

6. Complaints Procedure

Once a complaint has been acknowledged, it will follow a three-stage process:

Stage One – Informal Resolution:  

The College encourages early resolution of complaints within the department where the issue arose. This may involve a formal apology or an explanation, especially in cases where the issue was outside the College’s control. If the complainant is dissatisfied with the response at this stage, they will be advised to proceed to the next stage.

Stage Two – Formal Investigation:  

Unresolved complaints will undergo a formal investigation. A formal email, along with supporting evidence, must be sent to office@corom.edu.mt. The College will acknowledge receipt within five business days and assign a staff member to handle the case. A formal response will be provided within ten business days. If more time is needed, the complainant will be notified prior to the deadline.

Stage Three – Complaints Resolution:  

A temporary committee, chaired by the Executive Dean and comprising at least three faculty members, will review the complaint. The committee will meet within ten business days, and a final response will be provided within ten business days of the meeting. In cases where more time is needed, the complainant will be informed before the ten-day deadline.

Stage Four – Unsuccessful Complaints Resolution:  

If the complainant is unsatisfied with the outcome, they may escalate the matter to the Maltese Further and Higher Education Authority.

7. Appealing a Complaint Decision

If a student is not satisfied with the outcome of their formal complaint, they may appeal the decision in writing within ten working days of the notification. The appeal will be reviewed by an authority or appeals committee not involved in the original complaint. The student will receive the final decision within 15 working days.

8. Record Keeping

All complaints and their outcomes will be recorded and retained in accordance with the College’s data protection policies. These records will be reviewed to help improve College services and procedures.

9. Support and Guidance

Students are encouraged to seek advice from the Student Support Office or Student Union before filing a complaint. Support is available for those needing assistance with forms or navigating the complaints process.

10. Policy Review

This policy will be reviewed annually to ensure its effectiveness and alignment with the needs of students and the wider College community. Feedback is welcome and can be submitted to the Student Services Office.