Complaint and Appeal Policy

St. Michael’s College of Iligan, Inc.

Appeals and Complaints Policy

(For Students, Personnel, and Stakeholders)

I. Purpose

This policy ensures that all complaints and appeals within St. Michael’s College of Iligan, Inc. (SMCII) are handled fairly, promptly, and confidentially. It provides clear mechanisms for addressing issues related to grades, services, facilities, personnel behavior, and stakeholder concerns, in alignment with the school’s commitment to quality assurance, integrity, and continuous improvement.

II. Scope

This policy applies to:

  • Students – for concerns regarding academic grades, school services, food, facilities, harassment, bullying, hazing, illegal drugs, discrimination, or safety.
  • Personnel (Teaching and Non-Teaching) – for complaints related to working conditions, interpersonal issues, administrative decisions, or violations of institutional policies.
  • External Stakeholders – including parents, alumni, and partner organizations with legitimate complaints about services, transactions, or partnerships with SMCII.

III. General Principles

  • All individuals have the right to express grievances without fear of reprisal.
  • Complaints must be submitted in good faith, supported by facts and documentation.
  • All information shall be treated with strict confidentiality.
  • The school will ensure objectivity, impartiality, and fairness in resolving complaints.
  • The Quality Assurance Management Office (QAMO) oversees documentation, monitoring, and evaluation of all complaints and their resolutions.

IV. Procedure for Filing a Complaint

A. Step 1: Informal Resolution

  • The complainant is encouraged to first address the concern directly to the person or office involved through respectful dialogue.
  • Many issues can be resolved informally at the department or unit level.

B. Step 2: Formal Complaint Submission

If unresolved, a Formal Complaint Form shall be submitted to the SAO, HR, or QAMO through the following channels:

  • Physical submission: Student Affairs Office, Human Resource Office, or the Quality Assurance Management Office of St. Michael’s College of Iligan, Inc.
  • Email submission:

Requirements:

  • Completed Complaint Form
  • Supporting documents/evidence (e.g., screenshots, receipts, letters, grade sheets, etc.)
  • Signature of the complainant

The QAMO logs the complaint, provides an acknowledgment receipt, and forwards it to the appropriate committee or office for action.

V. Specific Complaint Categories and Routes

Type of Complaint Initial Office/Unit Reviewing / Final Body
Student Grade Appeal Subject Teacher → Program Coordinator → Dean Academic Council
Student Services (food, facilities, safety, discrimination) Student Affairs Office (SAO) Administrative Council
Personnel Concerns (teaching/non-teaching) Immediate Supervisor / HR Office President / Board of Trustees (if elevated)
Stakeholder Concerns (parents, alumni, partners) Concerned Department / QAMO President

VI. Role of the Quality Assurance Management Office (QAMO)

  • Monitor all formal complaints and appeals.
  • Ensure that procedures are followed and timelines are met.
  • Facilitate communication among concerned parties.
  • Maintain a Complaints Registry and prepare quarterly reports for review by the Administrative Council.
  • Recommend process improvements or policy changes based on complaint analysis trends.

VII. Timeframe for Action

  • Acknowledgment of Complaint: within 3 working days
  • Initial Review and Referral: within 5 working days
  • Resolution and Response: within 15 working days after acknowledgment (complex cases may require up to 30 working days)
  • Appeal Submission: within 10 working days after receiving the resolution notice

VIII. Appeals Process

If dissatisfied with the initial resolution, the complainant may submit a written appeal addressed to:

  • Vice President for Academic Affairs – for academic matters
  • Vice President for Administration – for student services and personnel concerns
  • President – for unresolved or serious cases

The appeal should clearly state the reason for disagreement and provide supporting evidence. The reviewing body’s decision shall be considered final and executory.

IX. Confidentiality and Data Privacy

All complaints, investigations, and resolutions are confidential and handled in compliance with the **Data Privacy Act of 2012 (RA 10173)**. Only authorized personnel may access complaint-related information.

X. Monitoring and Review

The QAMO shall conduct an annual review of all complaints to identify trends, assess policy effectiveness, and recommend actions for continuous improvement. Results will be reported to the Academic Council and Board of Trustees.

COMPLAINT and APPEAL FORM

Complaint and Appeal Form