INTRODUCTION

Consistent with its commitment to students first, Overseas Industrial Technical Institute has adopted
this policy to assist both students and staff in the resolution of student concerns and complaints
constructively, quickly and fairly. Where minor concerns arise, students are encouraged to make an
appointment with the instructor or staff member who is directly involved with the concern. Usually the
concern can be resolved satisfactorily through honest and open communication with the faculty or staff
member. Meeting with the instructor or staff member should be the first step in resolving the concern.
However, where informal discussions have not yielded a satisfactory resolution, or where the matter is
more serious, the following policy provides for a more formal process to be pursued.
Complaints made under this policy will be monitored and reviewed to enable the Institute to continually
improve processes and services in support of student learning.
Student rights and responsibilities in relation to this policy are set out in the appendix to this policy.

POLICY
Definitions

In this policy:

Complaint is an allegation by a student that there has been, in an individual case, an arbitrary or
discriminatory application of, or failure to act pursuant to, the policies of Overseas Industrial Technical
Institute in relation to students. The complaint should be a written statement submitted by a student
about a matter that requires formal consideration and resolution by the Institute in the terms set out in
this policy.
Fair play means the right to have a decision made by an unbiased decision maker who observes fair and
impartial procedures.

Application and scope

1) This policy applies to student complaints about any aspect of the teaching and learning process and
the broad provision made by the Institute to support that process.
2) This policy applies to student complaints about sex discrimination, harassment and/or retaliation
3) This policy applies to student complaints about discrimination, harassment and/or retaliation, not
based on sex.
4) No action will be taken on malicious or anonymous complaints.
5) A complainant must be able to demonstrate that the complaint is brought without malice and is
based on evidence that the complainant honestly and reasonably believes to be substantially true.
Those responsible for resolving complaints under this policy must take all reasonable steps to ensure
that the complainant is protected against any subsequent recrimination or victimization.
6) Students and staff involved in the consideration and resolution of concerns and complaints have
various rights and responsibilities, which are outlined in the appendix to the policy.

Informal resolution of concerns

1) Before making formal written complaints, students are encouraged to seek resolution to any concerns
by raising and discussing them informally with the relevant faculty or staff member who is most directly
associated with the matter. Usually the concern can be resolved satisfactorily through honest and open
communication with the faculty or staff member.
2) A staff member with whom a concern is raised by a student is expected to deal with the matter in an
open and professional manner and to take reasonable and prompt action to try to resolve it informally.
3) If the concern has not been addressed satisfactorily by meeting with the faculty or staff member, the
student should bring the concern to the Director or chair of the academic department (faculty).
The Director or chair will often be able to resolve the concern satisfactorily.

Formal complaint procedure

1) If after visiting with the staff or faculty member and the Director or chair, it has not been possible to
resolve the concern informally, a student may make a formal complaint.
2) In case of any complaint(s) kindly inform us at first at overseasitikolkata@gmail.com or mail it to our
office address, on the prescribed form to the Director who is responsible for the action or matter that
has given rise to the complaint.
3) The written complaint must be submitted within one month after the occurrence of the action or
matter that has given rise to the complaint, unless the Director agrees to receive it beyond this time
frame.
4) The Director who receives a student complaint must acknowledge it in writing within three working
days. He or she must also lodge the complaint in the relevant Institute, department or division office and
must maintain a file of all documentation in relation to the consideration of the complaint.
5) The Director must ensure that any staff member named in the complaint receives a copy as soon as
practical.
6) The Director must consider the complaint in accordance with the principles of fair play, and must
ensure that all parties to the complaint are accorded the full benefit of those principles.
7) The process may include meetings with relevant staff and/or the complainant. Where meetings are
held, the parties may, if they wish, be accompanied by a peer support person.

Resolution of complaints

1) The Director must make a decision in relation to the complaint and must communicate his or her
decision to the parties, in writing, within 28 days of receiving the complaint.
2) If the complaint involves a Institute policy or procedure and if, in the opinion of the Director, the
complaint has substance, or Director must arrange for the relevant policy or procedure to be reviewed,
with a view to preventing a recurrence and ensuring continued improvement.
3) If the resolution of the complaint involves potential disciplinary action for an employee, the Director
must follow the appropriate procedures. If the Director does not have authority over the employee,
then they may forward a recommendation for disciplinary action to the appropriate authority.

Appeals

If we are unable to come to a resolution NEBOSH does have a complaints procedure https://www.nebosh.org.uk/policies-and-procedures/complaints-procedure/

Please e-mail info@nebosh.org.uk or write to –

Complaints
NEBOSH
Dominus Way
Meridian Business Park
Leicester
LE19 1QW

APPENDIX

Rights and Responsibilities of Parties to a Student Complaint
Parties to a student complaint have the right to
• be treated with courtesy at all times
• a fair and timely investigation process
• express their points of view without fear of recrimination
• receive full information at all stages of the complaint process
• be advised in writing of all decisions made in relation to the complaint
• appeal the outcome as outlined in this policy
Parties to a student complaint have a responsibility to
• treat all parties with courtesy at all times
• respect the points of view of others
• respect the rights of all parties to the complaint with respect to confidentiality
• in the case of the complainant, ensure that the complaint is made in good faith and complies with the
requirements of the Student Complaint Policy
• provide full and accurate information to the person investigating the complaint
• not take any action that may prejudice the situation or be regarded as an act of recrimination against
any other party.

Director
Date: 01st January, 2023
Overseas Industrial Technical Institute