ATTICS International Complaint Procedure Policy

These policies are developed exclusively for ATTICS International. Any copying, sharing, or reuse without written consent is not permitted.

Purpose

ATTICS International is committed to delivering services of the highest professional and ethical standards.

The purpose of this Complaint Procedure Policy is to provide a clear, transparent, fair, and accessible process for receiving, handling, investigating, and resolving complaints from clients, students, candidates, partners, stakeholders, or any other interested parties.

This ensures continuous improvement, customer confidence, and compliance with international quality and governance standards.

Scope

This policy applies to complaints relating to:

It applies to complaints raised by:

Definition of a Complaint

A complaint is any expression of dissatisfaction regarding ATTICS International’s services, decisions, conduct, or performance, where a response or resolution is expected.

Complaint Categorization Framework

Complaints are categorized as Operational (service delivery issues), Technical (assessment or certification concerns), Ethical (conduct or integrity matters), or Systemic (policy or process deficiencies), with categorization determining investigation depth, timeline, and escalation level.

Policy Statement

ATTICS International shall:

How to Submit a Complaint

Complaints may be submitted through:

• Official email channels
• Online complaint form on ATTICS International website
• Written letter to head office
• In-person submission to authorized representatives

Each complaint should include:

• Complainant’s name and contact details
• Description of the issue
• Date and location of occurrence
• Supporting evidence (if available)

Anonymous complaints will be reviewed where sufficient information is provided.

Multilingual Complaint Submission

Complaint submission channels accommodate multilingual communication, with translation services available for non-English submissions, ensuring accessibility for international stakeholders while maintaining accuracy in complaint documentation and investigation.

Acknowledgement

ATTICS International shall acknowledge receipt of a complaint within five (5) business days, providing:

Investigation Process

Initial Review

Complaint logged and categorized.

Impartial Investigation

Conducted by personnel not involved in the matter.

Evidence Collection

Statements, documents, and records reviewed.

Decision and Action

Findings determined and corrective actions defined.

Communication of Outcome

Written response provided to complainant.

Timeframes

ATTICS International aims to resolve complaints within 30 calendar days of acknowledgement.

If additional time is required, the complainant will be informed of progress.

Tiered Resolution Timelines

Operational complaints target resolution within 15 business days, technical complaints within 30 business days, and ethical or systemic complaints within 45 business days, with extensions requiring written justification and complainant notification within the original timeline.

Possible Outcomes

Appeals

If the complainant is dissatisfied with the outcome, they may submit an appeal under ATTICS International’s Complaints & Appeals Policy.

Confidentiality and Data Protection

All complaint information shall be:

Complaint Data Analytics

Aggregated, anonymized complaint data is analyzed quarterly to identify trends, root causes, and improvement opportunities, with findings reported to management review and used to drive preventive actions across relevant service areas.

Records and Monitoring

All complaints and resolutions shall be:

Complaint Closure Validation

Complainant satisfaction with resolution is measured through follow-up communication 30 days after closure, with satisfaction scores below 80% triggering review of the complaint handling process and potential reopening of the case.

Compliance with International Standards

This policy aligns with:

Related Documents

This policy should be read in conjunction with:

Distribution

This policy is distributed to all employees via the company intranet and is available to stakeholders upon request. All personnel are responsible for reviewing and complying with the latest version available in the document management system.