Student Complaints Policy

Guiding Principles

In order to ensure a good complaints handling process, Lanta International Language School (LILS) operates a complaints policy that is guided by a set of principles.

These principles state that the complaints policy and process should be:

a. Easily accessible
b. Fair & Impartial
c. Flexible
d. Confidential
e. Clear
f. Timely

In order for the complaints policy to be effective, LILS will ensure that all staff required to deal with complaints will have the appropriate authority and management support. Any person who is involved in responding to, investigating or adjudicating complaints or appeals must do so impartially. In order that they may remain impartial, no person should deal with any complaint in which they have any material interest, or in which there is potential for a conflict of interest.

It is essential that complainants view the complaints policy to be fair and impartial. A complaint that has been lodged in good faith will not have any negative impact on any study program the complainant may be taking part in, regardless of the outcome of the complaint.

LILS will monitor all complaints that are made in conjunction with the complaints policy, and will take appropriate steps to apply any lessons learnt from the complaints made.

Scope & Definition

A "complaint" is defined as any specific concern you have about the provision of your course or any related service provided by LILS. The policy applies to:

a. complaints from LILS registered students
b. complaints related to LILS faculty and tuition provided
c. complaints related to any other service provided by LILS

This procedure does not apply to staff who wish to make a complaint.

All complaints must be made in writing within 5 working days from the date the incident took place. If the complaint is not lodged after 5 working days, it may not be addressed, unless the complainant is able to demonstrate mitigating circumstances.

Step 1 - Informal stage

Before putting a complaint into writing, the complainant should first raise the issue with those directly involved. In the case of a student at LILS, this would be the student's Course Consultant. Complaints can often be resolved easily, effectively and speedily at this level and therefore eliminate the need for formal proceedings. Only if your complaint is not satisfactorily resolved at the informal stage should you proceed to the formal stage.

Step 2 - Formal stage

If your complaint is not resolved at the informal stage, you should lodge an official complaint in writing within 5 working days from the date the matter arose. Your complaint will be acknowledged within 5 working days of receipt, and you will be advised what action or investigation is to be taken, and by whom.

In most cases, complaints are best resolved as close to the source, cause, or people concerned as possible. For this reason, there will be a preference towards resolving complaints at a local level. In certain circumstances, it may be appropriate to resolve complaints by speaking directly or by telephone to the complainant, in which case a written record of the conversation will be kept and the outcome confirmed to the complainant in writing within two working days of that conversation.

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