Complaints and Grievances Policy

Purpose

The purpose of this policy is to ensure that all students, staff, and stakeholders have a clear, fair, and transparent process for raising and resolving complaints or grievances. The Academy is committed to handling all concerns promptly, respectfully, and without retaliation.

Scope

This policy applies to:

  • Students (current and former)
  • Employees and instructors
  • Visitors, guests, and other stakeholders

Guiding Principles

  1. Fairness and Impartiality – All complaints will be treated seriously and investigated without bias.
  2. Confidentiality – Information will be kept confidential and only shared with those directly involved in the resolution process.
  3. Timeliness – Complaints will be acknowledged and addressed as quickly as possible.
  4. No Retaliation – Complainants will not be penalized for raising concerns in good faith.
  5. Documentation – All complaints and their resolution will be documented for accountability and improvement.

Procedure

Step 1: Informal Resolution

The complainant is encouraged to first address the concern directly with the person involved (if appropriate). Many issues can be resolved quickly through open communication.

Step 2: Formal Complaint

If the issue cannot be resolved informally, the complainant should submit a written complaint to the School Director (+66 819-154-919 or [email protected]).

The complaint should include:

  • Name of complainant
  • Date of incident(s)
  • Details of the complaint
  • Desired resolution (if any)

Step 3: Acknowledgement

The School Director (+66 819-154-919 or [email protected]), or designated officer, will acknowledge receipt of the complaint within 5 business days.

Step 4: Investigation

An impartial investigator (e.g., the School Director (+66 819-154-919 or [email protected]) or an appointed staff member) will review the complaint. Both parties will have the opportunity to present their account. Evidence (documents, witness statements, etc.) may be collected as needed.

Step 5: Resolution & Decision

A written response outlining the findings and decision will be provided within 20 business days of receipt of the complaint (or sooner if possible). Outcomes may include corrective action, mediation, or dismissal of the complaint if unsubstantiated.

Step 6: Appeal

If the complainant is unsatisfied with the resolution, they may appeal in writing to the Culinary Director (Chef Nat) or School Director (Khun Tanawan) within 10 business days. The appeal decision will be final.

Record Keeping

All complaints and resolutions will be documented and securely stored for a minimum of 3 years. Records will be used to identify patterns and improve policies, procedures, and training.

Communication

This policy is referenced in the Student Handbook and a link is provided at the bottom of the school’s website. Staff and students will be informed of their rights and responsibilities regarding complaints and grievances during orientation.