A. Purpose
The purpose of the Applicant Grievance Procedure is to provide an open and fair process for both applicants and the admissions staff. It is an opportunity for applicants to raise matters of concern and for the College to resolve timely and effectively complaints about the admissions process.
B. General Principles
- Any individual who has submitted an application for undergraduate or graduate studies may invoke the Applicant Grievance Procedure, which sets out how they may raise a complaint about the admission process.
- ACG ensures that all grievances are handled promptly, with fairness and consistency. ACG does not discriminate against any applicant who makes a complaint. All grievances are dealt with confidentially.
- Every effort is made to resolve an applicant’s grievance amicably and to the satisfaction of all concerned without the necessity of a formal complaint. Applicants whose grievances cannot be resolved informally or who wish to appeal an admissions decision should follow the procedure for a formal complaint or appeal.
C. Procedure for formal complaint / appeal
- All grievances must be addressed on an individual basis to the Dean of Admissions (contact details can be located here).
- All grievances must be submitted in writing. Candidates should clearly state their complaint, and provide specific facts to support their claim. They should also include their full name and contact information.
- An applicant can submit a grievance within ten (10) working days of the action they are complaining about.
- The dean acknowledges receipt of the complaint and investigates it with relevant staff and any relevant third party and issues a final response within fourteen (14) working days.
- If the applicant is dissatisfied with the dean’s decision and wishes to pursue the matter further they can submit a formal appeal to the senior vice president.
- An applicant can submit an appeal to the senior vice president within five (5) of the action they are complaining about.
- The senior vice president acknowledges receipt of the complaint and investigates it with relevant staff and any relevant third party and issues a final response within ten (10) working days.
- The decision of the senior vice president is final.