The Policy

At Porman we believe that feedback and resolved grievances help improve our Product, Quality, Service and Branding. Positive feedback and grievances on staff, delivery, learning support, pastoral care, student welfare and needs reinforces our service quality and our commitment to place the student as our primary focus.



Guiding Principles

Portman approaches student feedback and grievance resolution, and devises student grievance resolution processes, according to the following guiding principles:

Informal resolution of feedback (minor problem) will be attempted before escalation to Grievance or Written Grievance (major problem) where possible;
Student feedback / grievances will be addressed as close as possible to the source of student dissatisfaction;
Minor problems will be resolved expeditiously, on-the-spot, if possible while written grievances or major problems will be resolved with 21 days.
Due regard for confidentiality. Students should feel secure in the knowledge that they will not suffer any form of disadvantage as a result of making a complaint.
Feedback / grievance channels (including request for interview, Evaluation Forms, Suggestion Boxes, verbal and written complaints) and the support available to students will be widely publicised to facilitate access to the grievance resolution process

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