Innovative School of Management

USAHAWAN JUTAWAN MUDA PROGRAMME 16 DISEMBER 2023

Complaint form

Making ISM better for everyone

At Innovative School of Management, we are dedicated to providing exceptional service and value all feedback. Complaints are an opportunity for us to improve. If you encounter any issues or are dissatisfied with our services, we encourage you to let us know.

What is a Complaint?

A complaint is any expression of dissatisfaction with our actions, inactions, or the quality of service we provide.

What can you complaint about?

You can raise concerns about:

  • The quality and standard of our services.
  • Delays or failures in providing a service.
  • The quality of our facilities.
  • Inappropriate behavior or unfair treatment by our staff or clients.
  • Our administrative processes.
  • Discontent with our policies.

Who Can Complain?

Anyone receiving, requesting, or directly affected by our services is eligible to lodge a complaint. We accept complaints made directly or via a representative, with proper written consent.

How to Complain?

You can lodge a complaint in person, by phone, in writing, or by email. For a more effective resolution, please provide:

  • Your full name and contact details.
  • Detailed description of the complaint.
  • Specific concerns and how you’ve been affected.
  • Preferred resolution or outcome.

Time Limit for Complaints

Complaints should ideally be made within one month of the incident. Exceptions may apply under special circumstances.

Complaint Resolution Process

Our process includes:

  1. Immediate Resolution: We strive to resolve complaints promptly. If unresolved, the complaint moves to the next stage.

  2. Formal Investigation: Complex or unresolved complaints undergo a detailed review. We acknowledge receipt within three working days and aim to resolve issues within 20 working days.

Assistance with Complaints

For clarity and effective handling, we recommend using our online complaint form or emailing us directly at [email protected]. We ensure accessibility for all and are committed to reasonable adjustments to facilitate the process.

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