Process Ownership

President HR & Strategic Affairs


01 Aug, 2019


Learning Delivery Function

Approval Body

Chairman IIMT Studies Ltd. UK

Review Date

01 Jul, 2021


Learning Delivery Function

Approval Body

Chairman IIMT Studies Ltd. UK

Version 2

30 Aug 2021 To 01 Jul, 2022


Learning Delivery Function

Approval Body

Chairman IIMT Studies Ltd. UK

Version 3

30 Aug 2022 To 01 Jul, 2023


Complaints to SQA For assessment-related complaints, candidates must be informed that they have the right to escalate their complaint to SQA. However, it must be clear that disagreement about academic judgement will not be handled through the complaints procedure and must be processed through the appeals procedure (see criterion 4.8) For assessment-related complaints, candidates of SQA qualifications may also have the right to complain to SQA awarding body. SQA will only consider your complaint if you have already exhausted all stages of IIMT Studies’ internal complaints procedure and you remain dissatisfied with the outcome or the way in which your complaint was handled, or you believe that IIMT have unreasonably failed to apply the procedure correctly. SQA may consider complaints about:

  • Assessment — in the broadest sense, including the conduct of, preparation for, and environment for, assessment
  • Dissatisfaction with the way in which the centre handled the complaint SQA will not consider complaints about:
    • Academic judgement (use Appeals or Post-results Services)
    • The wider experience of being a candidate (eg. support services, funding).

For more details on complaining to SQA, pls click below the link:-

Complaining to SQA – SQA :


IIMT Studies

Students Grievance Monitoring & Redressal Policy

A) Introduction

This policy aims to bring about the rapid resolution of grievances, in a transparent manner , within the prescribed timeframe. The objective of the students Grievance Redressal Policy is to develop a responsive and accountable attitude among all the stakeholders in order to maintain a harmonious educational atmosphere in the IIMT Studies. This policy will cover & the mechanism under this policy will have the following functions:

  1. To establish a direct and open feedback mechanism with our Customers to enhance their satisfaction & use this feedback to improve processes & policies.
  2. Redressal of Student’s Grievances thru effective coordination between students’ and other departments of IIMT Studies.
  3. To support the students who have been deprived of the services for which he/she is entitled to.
  4. To ensure effective & time bound solution to the student’s grievances with an impartial, fair & result oriented approach .
  5. To make teaching and supporting staff responsive, accountable courteous in dealing with the students.

Note: This procedure aims to bring about the rapid resolution of grievance. . It applies to all students of the institution. Nothing in this procedure impinges on the legal rights or obligations of staff & students.

B) Definitions

  1. Student : Student means any professional or candidate
    • Who is currently pursuing any educational program or certification program conducted by IIMT Studies or its affiliated institutes?
    • The student who has completed his educational or certification program not before 06 months, from the date of raising issue / grievance / query, regarding the course he or she has completed.

    Any other candidate not fulfilling above two conditions will not be considered as student of IIMT Studies.

  2. Institute or Service Provider: Refers to IIMT Studies or it’s associate institutes / organizations or affiliated institutes or the service manager engaged by the institute or it’s
    affiliated institute, for the same course for which student has raised a query / grievance / issue / complaint.
  3. The grievance includes query / complaint / issue raised by the student regarding his / her ongoing course or education with the institute. It has to be related to the services to be provided by the institute, assistance required to facilitate education, studies, violation of any service condition by the institute or it’s employee and does not include any issue or matter raised unrelated to studies or courses.
  4. Service: Refers an obligation of the institute (as defined in B-2 above) towards it’s student/s, to offer assistance / facilities / resources, as per the terms of enrolment letter, to enable the student to complete his course / certification program. This includes:
    • Services like enrollment letters, fees receipts, Identity Card etc.
    • Issue of course curriculum details, course or reading material.
    • Learning through course material, video lectures.
    • Conduct assessment & evaluation process.
    • Declaration of results & issue of mark sheet and certificate.
    • Assistance in attestation process as per the Standard Operating Process for Attestation.
    • Guidance through appropriate authorities of the institute to enable student to complete various process related to his education course.
  5. Process Executive Machineries: Refers to the machineries and authorities & committees as prescribed in this policy to resolve issues / grievances/ queries? Complaints. This machineries jurisdiction will remain as per the process explained there in.
  6. Classification of Grievances: Refers to the classification explained based on the nature & gravity of the Grievance of the student and the same will be addressed as per the classification and escalation matrix explained in this process.

C) Objectives of This Policy

This policy aims at serving following objectives

  1. To address students’ issues, queries, and grievances while upholding ethics, discipline, and program quality and value
  2. To correct & improve the current processes & service delivery systems based on the analysis of students’ grievances, queries, and feedback.
  3. To upgrade service delivery to enhance CSATI- Customer Satisfaction Index.
  4. To invite feedback of students to make systems & processes, providing better value and service for their investment.

D) Classification OF Grievances

Level - I

This category of Complaints-Queries- Grievances are Level- I issues which are basic issues of Process compliance & Service Deliveries. This needs to be addressed in 24 working hours – 3 working days

Level - II

This category of Complaints-Queries- Grievances are Level- II issues which are high impact issues and may lead to major students’ dissatisfaction. Needs to be resolved in 40 working hours – 5 working days

Level - III

This category of Complaints- Queries- Grievances are Level- III issues which are of very serious nature and may lead to improvement of process or change of process owner or need approval of CEO for solution. This needs to be addressed in 72 working hours i.e., 9 working days

Classification: The process defines Complaint- Grievance – Query in to the following major Categories:

  1. The classification of grievances will be followed by all for redressal
  2. The student may also register his grievance / query / complaint , online on portal , using his official ID & password.
  3. Any grievance not resolved with in time frame moves to the next level.
  4. The grievance has to be addressed to Customer Relations Cell , on mail and the student should ensure following basic information in that communication :
    • His or her enrolment number.
    • The specific details of grievance.
    • The expected results or the impact of the grievance , if possible (but not mandatory).

E) Process Executive - Compliance Mechanism

The process is divided into 5 parts:

Part- I


  • Receipt & Acknowledgement
  • Segregation & Classification.
  • Assigning responsibility to solve

Part - II

Review Committee

  • First Response to student with time frame.
  • Analysis of Grievance- Query- View.
  • Data collection to find the impact of issue raised.
  • Submission of data- analysis to committee.
  • Final approval on actions & complaince by PO

Part - III

Process Owners

  • Evaluate the grievance-query-view.
  • Submit his first hand view on it to review committee.
  • Solve & submit actions taken to review committee.

Part - IV

Audit Team

  • Investigation of Grievance.
  • Find cause s,consequence & impact.
  • Categorise grievance based on its gravity.
  • Recommend final course of action for long term solution of the grievance

Part - V

Closure & Approval

  • Collection of all data from I to 4 parts.
  • Final check on actions taken by PO.
  • Study recommendation of Audit Team.
  • Approve Final Course of Action.
  • Ask CSR to share with tudents bthe solution & get his feedback.

F) Escalation Matrix

IIMT believes in Flat Effective Non Bureaucratic Structure to deliver prompt solutions to it’s customers, hence has created a very flat 3 layered matrix.

 Level – ILevel – IILevel – III
Comprise of MembersCSR Executive
Process Owner
Sales Manager
CSR Manager
AGM- Sales & Marketing
HR Manager
Global Business Head
Founding Director
JurisdictionSolution of Level- I Issues
Classification of Issues
Recommendations for process improvements
Escalated Level- I issues
Analysis of Grievance to determine gravity & impact
Level- II & Level- II issues monitoring & solution
All issues escalated.
Study recommendations for process improvement
Disciplinary actions for noncompliance & frequent failure of any layer to solve
Appointment of members of Committees under this policy
Time Frame24 working hours
3 working days
16 working hours for Level- I
issues escalated. 32 working
hours for Level- II & LevelIII

24 working hours for escalated issues. 32 working
hoursto appoint members & process changes.

All details are well documented.

G) Level Wise Classification OF Grievances

Part- I

Following grievancesfall under this Level:

  1. Issues related to enrolment form, fee receipt, enrolment letter, I D card, Books issues.
  2. Login ID &Password, change in names, address, contact details

Part - II

Following grievancesfall under this Level:

  1. Issues related to lectures, quality of books, wrong commitment by IIMT STUDIES Team.
  2. Level issues escalated.
  3. Examination, Results

Part - III

Following Grievances fall under this level:

  1. All level I & II issues escalated.
  2. Mal practices by IIMT STUDIES Team.
  3. Misbehaviour by Team or Faculty.

H) General Conditions & Guidelines

  1. The policy becomes applicable only after the student complies with the norms & policy guidelines for the education course or certification program , the student has taken up – including enrolment process, documentation , timely payment of fees , following examination schedule & process etc.
  2. Any information declared or shared by the student has to be in order, complete & true, failing which, no grievance will be entertained by the institute.
  3. This policy does not cover refund claims; its sole purpose is to resolve student grievances.
  4. Neither the student nor the institute can take a short cut of any provision of this policy. All levels, stages and matrix as  explained in this process has to be followed.
  5. During the process, both the service provider and the student must maintain discipline & must not resort to misbehaviour or indiscipline. In case of extreme  misbehaviour or indiscipline, the institute may take disciplinary actions which may lead to:
    • Extension of the semester or term.
    • Disqualification for examination for that semester .
    • Dismissal of student from the role of the institute.
  6. The student’s grievance will be entertained only if the grievance is within the purview of assured services during enrolment process
  7. No other court except, the UK will have it’s jurisdiction for any dispute related to this policy.
  8. In case of any ambiguity, the decision & interpretation of the Founding Director of this institute will be considered final & binding on all parties.
  9. All details are documented in a secured data centre.

Appeal Process:

Appeal process enables learners to apply to reconsider their  request in front of appeal. Appeal process allows learners to request a reconsideration of their complaint outcome before an appeal panel. This stage occurs after the complaint decision is made and communicated to learner. Any learner dissatisfied with decision may appeal to the appeal panel.

Know about Appeal Stage:

  • Learners can apply for an appeal for a maximum two times.
  • Each appeal panel will consist of a different Strategic Board Member (SBM) onboth occasions.
  • Each appeal panel, will include different SBM and will not be repeated.
  • Appeal stage might require an additionalround of communication with learner, preferably, a video call or a meeting.
  • The data of investigation and appeal is recorded.
  • If the outcome of an enquiry or appeal questions the reliability or validity of other outcomes, IIMT Studies will ensure to take appropriate actions to protect the interest oflearners and the integrity of qualifications/course.
  • An Appeal can be considered if it is submitted in writing with sufficient supporting documents.
  • Once the appeal is submitted (Stage one or two), the previous decision taken is exhausted.
  • Learners pursuing regulated qualifications can apply for appeal process defined by the awarding body if still not satisfied by the appeal decision of IIMT Studies.

Write to the Awarding Body:

Candidates undertaking non-regulated qualifications (HNs, SQA Advanced Certificate/Diplomas, NQs), have no further right of appeal against internal assessment decisions. The final decision rests with IIMT. SQA will not accept internal assessment appeals for non-regulated qualifications

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