Feedback & Complaints

Introduction
This Policy outlines the responsibilities of PakBritish Education, a college and a firm
registered in Oman and Pakistan, whose registered office is at 109/D Block V Model
Town C Bahawalpur Pakistan & 601 AlMuna Building, Saadah Salalah Oman 211,
regarding Feedback & Complaints.
Purpose
PakBritish Education encourages feedback from stakeholders to improve the services
provided to them. Any stakeholder can provide us with feedback or make a complaint
regarding any aspects of our services, programs, policy, and procedures. Those
elements will help us to identify the things we can improve further.
Feedback
Feedback is information about reactions to a course, trainer/ teacher, facilities, service,
or a person’s performance of a task, which is used as a basis for improvement.
Complaint
A complaint is any expression of dissatisfaction made to an organization related to its
services or service quality, decisions, policies, procedures, charges or fees, employees,
or the complaint handling process itself, where a response or resolution is explicitly or
implicitly expected.
Grievance
A grievance is a matter to be investigated according to formal grievance processes.
This includes complaints which are not able to be resolved through informal processes
or mediation, and matters relating to allegations of misconduct where disciplinary action
against a worker may be an outcome of the investigation.

Responsibilities
PakBritish Education is responsible for:
 providing leadership in demonstrating a commitment to the resolution of
complaints made and making any final decisions relating to grievances
 providing independent impartial advice and assistance to the stakeholders who
have received and are handling a complaint
 monitoring of complaints handling within the institution
 exercising primary responsibility for receiving and resolving complaints and any
conflict in their areas in a timely and fair way
 advising people of their right to make a complaint where appropriate
 providing advice and assistance to people who have a complaint
 providing independent impartial and confidential information to complainants
about the procedure for dealing with complaints including listening to the issues
and helping the person clarify the facts
 conducting internal reviews of complaints in both process and content
 Identifying systemic issues arising from complaints and making
recommendations to management
Complainants and the Complaint Respondents are responsible for:
 Providing a clear and honest account of their concerns and their expectations for
the outcome of their complaint, including providing all relevant information and
documents to assist in the investigation and/or resolution of the matter
 Engaging openly in the complaint handling process, including participating in
discussion with other parties to resolve the concerns
 Responding to PakBritish Education requests for information in a timely manner
 Respecting those individuals involved in the complaint handling process
Feedback Procedure
Everyone is welcome to provide us with feedback by verbal communication, email, and
PakBritish Education Feedback Forms. We value and respect the feedback and use it

for improvement purposes. We will respond to all feedback, and it will be treated in a
confidential manner.

Complaint & Grievance Procedure
PakBritish Education shall assist the person by sensitively and carefully understanding
the complaint, explaining the options available and helping the person decide if they
want to proceed to an informal conciliatory or formal internal investigation process.
Complaints will be assessed and resolved wherever possible within the timeframe. If
there is a delay, correspondents will be kept up to date with progress.
Option 1 – Resolution between the parties through conciliation
If a person chooses to seek resolution through an internal conciliation process, then the
following steps are appropriate:
 The Complainant may approach the other party directly or ask the Recipient to
approach the other person or persons on their behalf. If a third party is to be
involved in resolution, it is recommended that the Director be involved to assist
the parties.
 If the other person admits to the behavior or the acts complained about, and an
agreement between the parties is reached, the complaint is resolved.
 Even if the person does not admit to the behavior or acts complained about, the
parties may be able to agree to an outcome that is acceptable to the complainant
and the other parties.
 If an acceptable outcome is reached, the Director will be responsible for ensuring
that the appropriate people who need to know about the outcome are
appropriately informed so that the outcome is implemented and followed.

As matters handled this way are usually minor, resolution would generally include an
apology and agreement not to repeat the behavior or actions complained about.

Option 2 – Resolution through an internal investigation
If the person chooses to seek resolution through the internal and formal investigation
process the following steps will be followed:
 PakBritish Education Director will interview the Complainant and the allegations
will be particularized in writing.
 The Director will put the allegations in full to the other party or parties.
 If there are any disputes over facts, the Director will interview any witnesses and
gather evidence that will assist in making a finding and gather any other relevant
evidence that will assist in making a finding. Based on the facts of the matter the
Director will make a finding whether the complaint has substance.
 A report documenting the investigation process, the evidence, the findings, and a
recommended outcome will be made available to PakBritish Management. The
Management will assess the report, consult with any appropriate parties (not the
parties to the complaint) and implement an appropriate outcome.
 The Management will advise the direct parties to the complaint and any other
relevant parties of their decision.
Key Elements in Resolving a Complaint
 All parties have the right to have any complaint addressed.
 Any complaint can be addressed by either the formal or informal options under
this procedure.
 There is a guarantee of confidentiality and objectivity when an issue is raised.
 The procedures for investigation and record keeping are clear.
 No person making a complaint will be victimized or disadvantaged for making a
complaint.

Decline Complaints
PakBritish Education may decline to deal with a complaint at any time where the
PakBritish Management forms the view that the complaint is:

 Frivolous
 Vexatious (Causing or tending to cause annoyance, frustration, or worry)
 Not made in good faith
 Misconceived
 Lacking in substance

Confidentiality
All records and information related to proceedings under this Policy (both formal and
informal) shall be kept confidential. Confidentiality of records and information and the
privacy of all parties whose interests are affected by must be respected.
This policy is available to staff and students on Moodle pages dedicated to them.