Complaint, Dispute and Grievance Policy

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This Customer Resolution Document establishes the formal communication and resolution path for complaints, disputes, and grievances. It is meant to ensure a fair and efficient process for all training participants.

1. Purpose and Scope

The primary purpose of this policy is to provide a structured process for receiving, reviewing, and resolving formal matters raised by customers, students, or partners. This policy is the sole and exclusive means for escalating formal organizational or policy complaints. By participating in our training programs, customers accept this policy as the binding organizational system for settlement, without resort to outside court procedures.

2. Submission of a Grievance Matter

To initiate the resolution path, a customer (the Grievant) must follow these steps:

• Formal Identification: The matter must be submitted in writing and explicitly identified as a "formal complaint, dispute, or grievance".

• Recipient: All submissions must be directed to the Chief Executive Officer (CEO) or their designated representative.

• Confidentiality: All proceedings and materials related to the grievance are private and will be maintained securely by the organization.

3. Initial Review and Categorization

Upon receipt, the CEO will review the matter to determine its nature:

• Operational Matters: Issues related to day-to-day training management, course delivery, or specific program offerings.

• Strategic Matters: Issues related to high-level corporate policy, board directives, or governance.

• Bifurcation: If a complaint contains both operational and strategic elements, it will be split and handled through the appropriate channels for each part.

4. The Resolution Path

The CEO or an appointed Resolution Officer will lead the review. The process follows these stages:

A. Preliminary Investigation The Resolution Officer will inform the subject of the grievance (the Respondent) and collect relevant communications and materials from all involved parties. All parties are expected to cooperate fully; failure to cooperate or providing false information may result in the denial of the grievance or other corrective actions.

B. Resolution Actions The Resolution Officer may take any of the following actions:

1. Informal Resolution: Resolving the matter through immediate direct action.

2. Request for Information: Directing parties to provide additional data or documents.

3. Formal Resolution: Issuing a written decision that may include corrective actions, remedial steps, or disciplinary sanctions.

4. Dismissal: If the complaint fails to state a valid claim supported by facts or challenges an action that was within the organization’s discretion.

C. Mediation If appropriate, the Resolution Officer may require parties to submit to informal mediation. This is intended to reach a mutually acceptable settlement without further formal process. If successful, a report with the resolution terms will be prepared.

5. Resolution Hearings

A party may request an informal, in-person, or telephone hearing to present their case.

• Discretion: The decision to grant a hearing is solely at the discretion of the Resolution Officer.

• Process: Hearings are informal and designed to weigh evidence. Parties may present witnesses and documentary proof.

• Expenses: Each party is responsible for their own expenses (e.g., travel, legal counsel), while the organization bears general hearing costs.

6. Finality of Decision

All resolutions—whether informal, formal, or mediated—are final and not subject to appeal. Once a decision is reached, the record is closed.