Mechanism for Handling Complaints Relating to CEF Courses
Complaints relating to the CEF courses should be filed in writing to the Head of the Learning and Personal Development Centre (LPDC) at email address firstname.lastname@example.org. An acknowledgement of receipt of the complaint will be reverted to the complainant normally within 3 working days upon receiving the complaint. Further communication with the complainant could be made via email at email@example.com or phone on 5571 5749 as deemed appropriate. The Head of the LPDC should inform the Management Board of the complaint case at this stage.
Investigation should be started within 5 working days upon receiving the complaint. The complaint will be investigated by the Head of the LPDC in consultation with the School Head and/or parties concerned. Input will be sought from the Human Resources Manager if personnel matters are involved. The investigation result with recommended follow-up actions will be put forward to the Management Board for consideration and approval.
Result of the investigation will be released to the complainant by the Head of the LPDC in writing normally within 10 working days upon receiving the complaint. Any appropriate follow-up actions to be taken by the LPDC and/or parties will also be communicated to the complainant.
The complaint mechanism will be set out in the Programme Handbook which could be found from the college website for access by course participants. A complaint log with relevant documents of each case handled will be kept for inspection if needed.
- A complainant should provide his/her contact information when filing a complaint to the LPDC. It is the policy of the College that anonymous complaints will not be handled.
- All information and contents of the complaints will be kept strictly confidential and restricted to reference by relevant parties only.
- In compliance with the Personal Data (Privacy) Ordinance, personal data collected will only be used for the complaint handling.