Aim
To provide learners with a structured process to address and resolve any concerns they may have regarding their learning experience.
Procedure
- Learners will be informed of the complaints procedure during their induction.
- The procedure will be accessible to all learners.
Stage 1: Informal Resolution
- Learners may raise complaints informally with center staff.
- If unresolved, they can escalate the issue to senior management.
- If still unresolved, the complaint progresses to Stage 2.
Stage 2: Formal Resolution
- Learners must submit a formal written complaint.
- The complaint will be reviewed by the Board.
- The Board will meet with the learner, investigate, and provide a written response within 15 working days.
Learner Appeals Policy
Aim
To allow learners to question or appeal an assessment decision while ensuring fair evaluation.
Procedure
- Appeals must be submitted via an Appeals Application.
- The application is reviewed by the appointed lead verifier.
- Decisions are made within 5 working days for internal assessments and 14 working days for external assessments.
- All appeal documents will be retained for six months post-resolution.
Malpractice Policy and Procedure
Aim
To establish measures to prevent malpractice and plagiarism, ensuring academic integrity.
Policy
- Learners must acknowledge and comply with the malpractice policy.
- Tutors provide necessary learning support to minimize malpractice risks.
- Plagiarism detection measures include reviewing work consistency and using plagiarism detection tools.
Procedure
- Suspected plagiarism (15% or more) is reported to the internal verifier.
- The learner is interviewed to verify the authenticity of their work.
- If proven, first-time offenses result in a verbal warning and resubmission opportunity.
- Repeated offenses lead to written warnings, resubmission requirements, and potential disqualification.
- Staff malpractice is addressed via the staff disciplinary policy.
Withdrawals and Refund Policy
Learner Withdrawal
- Learners must submit a written withdrawal request.
- Refund eligibility is determined based on the date of withdrawal and course progress.
- No refunds are provided after a certain percentage of the course has been completed.
Class Attendance and Punctuality Policy
- Learners must attend at least 80% of classes.
- Repeated absences without valid reasons may result in suspension.
- Late arrivals exceeding 15 minutes may be marked as absent.
Payment Policy
- Course fees must be paid as per the agreed schedule.
- Late payments may incur additional charges.
- Non-payment may lead to suspension from classes.
Late Assignments & Late Submission Policy
- Assignments submitted after the deadline will incur penalties.
- Extensions may be granted in exceptional circumstances with prior approval.
Delayed Qualification Policy
- Learners must complete all coursework and assessments within the stipulated timeframe.
- Extensions may be considered in exceptional cases.
Suspension and Expulsion Policy
- Serious breaches of conduct may lead to suspension or expulsion.
- Expelled learners are not eligible for refunds.
Job Placement Policy
- The institute assists learners with job placement opportunities but does not guarantee employment.
- Job placement support is subject to learner performance and employer requirements.
For further details or queries, please contact:
Knowledge Point Institute
info@knowledgepoint.institute | +971 4 262 4880 | WhatsApp: +971 55 598 7626