- ‧ The Institute commits to handling all complaints and feedback with strict confidentiality, disclosing only to authorized personnel.
- ‧ Complaints include: failure to deliver courses as promised, providing incorrect information, poor teaching quality, issues with staff, and health & safety concerns.
- ‧ Students must raise complaints or seek assistance within five working days of the relevant incident.
- ‧ Students may submit complaints via grievance form, verbally, or by email to the administrative office.
- ‧ The Institute Director will assign an investigator to respond to the grievance within five working days.
- ‧ After meeting with the student, the investigator will report to the Director and discuss resolution within fourteen working days.
- ‧ Students dissatisfied with the outcome may request an independent panel to investigate their appeal or complaint.
This Complaint Policy and Procedure outlines the complete mechanism for handling student complaints, grievances, and feedback at Luster Beauty International Education and Training Institute. The Institute commits to strict confidentiality and provides clear definitions of complaints (covering course commitments, information accuracy, teaching quality, interpersonal issues, and health & safety). The procedure requires students to file complaints within five working days of the incident, with the Institute assigning an investigator within five working days and completing the investigation, meeting with the student, and discussing resolutions within fourteen working days. Students dissatisfied with the outcome may further request an independent panel review, ensuring fair handling of student concerns.
Complaints Policy and Procedure
Luster Beauty International Education and Training Academy is committed to
providing a conducive and supportive learning experience and environment to all students.
Complaints Policy and Procedure
Luster Beauty International Education and Training Academy is committed to providing a conducive and supportive learning experience and environment to all students. We shall handle all reports of Complaints/Grievances/Feedback with strict confidence. Such information will only be made available to authorised personnel on a needs basis.
What is a Complaint?
A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include:
- When we do not deliver a course as promised
- When we give you the wrong information
- When you receive a poor-quality teaching
- When you have a problem with a tutor/member of staff
- When you feel there is a health and safety issue
We welcome student's feedback, complaints, comments, and suggestions. If you would like to make one or need to complain, you should follow this procedure:
Complaints Procedure
- The student shall take up the matter or seek assistance from his/her within five (5) working days of its occurrence.
- The student can complete the Grievances/Feedback Form and submit it to our Administration Office or he/she can speak or email us.
- The principal of the association shall assign an investigating staff to respond to the student's grievance within five (5) working days. The investigating staff shall provide an opportunity for a full discussion of the grievance with the aggrieved student.
- Investigating staff will report the status of the complaint and investigation to the Principal. Thereafter, the Principal will meet up with the student to inform the outcome of the investigation and to discuss the solutions. This process shall be completed within fourteen (14) working days.
If you are still unhappy with the decision taken by Luster Beauty International Education and Training Academy in reviewing the complaint, you have the right to request for your appeal or complaint to be investigated by an independent panel.
In situations where a complaint has been successful and indicates a failure on our part, we will as appropriate, take actions such as:
- Take immediate actions to stop and eliminate the failure
- Implement the right solution to rectify the failure
- Ensure that the failure does not recur in the future