Academic Complaint And Appeal Process

ACADEMIC COMPLIENT AND APPEAL PROCESS

Enigma Business School (EBS) is committed to maintaining fairness, transparency, and accountability in all academic processes and decisions. To support these principles, students are provided with a formal mechanism to submit academic complaints and appeals whenever they believe an academic action, evaluation, or administrative decision requires reconsideration.

This policy ensures that all concerns are handled with professionalism, confidentiality, and impartiality.

PURPOSE OF THE POLICY

The Academic Complaint & Appeal Process is established to:

  • Provide a structured and fair method for resolving academic concerns

  • Ensure student voices are heard and acknowledged

  • Maintain consistency and integrity in academic decision-making

  • Protect student rights and institutional standards

  • Promote a culture of openness and accountability

EBS encourages students to address issues respectfully and through proper channels.

DEFINITIONS

Academic Complaint

A concern raised by a student regarding academic services, course delivery, faculty interaction, or administrative matters affecting the learning experience.

Academic Appeal

A formal request submitted by a student seeking reconsideration of an academic decision, such as grades, assignment evaluation, course outcome, or academic penalties.

SCOPE OF THE POLICY

This policy covers:

  • Grade disputes

  • Assignment and exam evaluation concerns

  • Academic integrity decisions

  • RPEL or Credit Transfer decisions

  • Course delivery or faculty-related concerns

  • Administrative actions affecting academic progress

It does not cover financial disputes (handled separately under Financial Policy).

PRINCIPLES OF DISPUTE RESOLUTION

EBS resolves all academic complaints and appeals based on:

  1. Fairness – All parties are treated equitably.

  2. Confidentiality – Information is kept secure and shared only with authorized reviewers.

  3. Timeliness – Complaints and appeals are processed within the defined timeframe.

  4. Evidence-Based Review – Decisions are based on facts, documentation, and academic criteria.

  5. Non-Retaliation – Students will not face negative consequences for submitting legitimate concerns.

PROCESS FOR ACADEMIC COMPLAINTS

Complaints should be submitted promptly and follow these steps:

Step 1: Informal Resolution (Optional but Encouraged)

Students are encouraged to first:

  • Contact the relevant faculty member

  • Seek clarification or discuss concerns

  • Request feedback or explanation

Most issues can be resolved informally at this stage.

Step 2: Formal Complaint Submission

If unresolved, the student may file a formal complaint by submitting:

  • A written description of the issue

  • Dates, relevant documents, and supporting evidence

  • Names of individuals involved (if any)

Complaints must be submitted through:

  • The Student Portal

  • Academic Services email

  • Official ticketing system

Step 3: Review by Academic Office

The Academic Office will:

  • Acknowledge receipt of the complaint

  • Review evidence and context

  • Consult faculty or relevant departments

  • Provide a written response within 7–14 business days

If necessary, the case may be escalated.

Step 4: Resolution

The Academic Office will issue a final response that may include:

  • Clarification or explanation

  • Adjustment of an academic decision

  • Corrective action

  • Denial of complaint with justification

Students who disagree may proceed to the appeal stage.

PROCESS FOR ACADEMIC APPEALS

Appeals apply to decisions such as:

  • Grade outcomes

  • Academic penalties

  • Assignment or exam results

  • Academic integrity rulings

  • RPEL or Credit Transfer rejection

Step 1: Appeal Submission

Students must submit:

  • A formal appeal letter

  • Clear explanation of the grounds for appeal

  • Supporting documents or evidence

  • Any correspondence related to the case

Appeals must be submitted within 30 days of the decision.

Step 2: Academic Appeal Committee Review

The case will be reviewed by:

  • Academic Appeal Committee

  • Members of the Academic Council (as needed)

  • External reviewers (for complex or high-level cases, if applicable)

The committee may:

  • Request additional documents

  • interview the student or faculty member

  • Examine LMS records or assignment reports

Step 3: Final Decision

The committee will issue a final determination that may:

  • Uphold the original decision

  • Modify the grade or outcome

  • Reverse an academic penalty

  • Request additional assessment

Decisions are final and binding.

Students will receive written notification within 14–30 business days.

GROUNDS FOR APPEAL

Valid reasons for appeal include:

  • Procedural error

  • Inconsistent evaluation standards

  • New significant evidence

  • Evidence of bias or unfair treatment

  • Inaccurate application of academic policy

Appeals cannot be made based solely on dissatisfaction with a grade.

STUDENT SUPPORT DURING THE PROCESS

EBS provides assistance through:

  • Academic advisors

  • Student Services

  • Documentation guidance

  • Confidential consultations

Students are encouraged to seek support to ensure their case is presented clearly.

MISUSE OF THE APPEAL SYSTEM

Submitting false claims, fabricated evidence, or malicious complaints may result in:

  • Dismissal of the case

  • Academic or disciplinary action

This ensures integrity and fairness for all parties.

INSTITUTIONAL STATEMENT

EBS is committed to creating an environment where academic concerns are addressed respectfully, transparently, and professionally. The Academic Complaint & Appeal Process upholds institutional integrity, protects student rights, and ensures consistent academic standards across all programs.

EBS encourages students to use this process responsibly and confidently whenever academic issues arise.

Enigma Business School (EBS)