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Complaints and Appeals Policy

The Complaints and Appeals Policy is designed to assist students who experience any serious/systemic issues, or have any concerns/complaints related to the system affecting the quality of students` academic and social life at CIU. Consistent with this aim, the School of Foreign Languages of CIU welcomes students’ opinions and feedback about its policies, programs, and services in order to make changes that contribute to their success, development, and goal attainment. This policy is applied to all students who study at the School of Foreign Languages of CIU. It also ensures that the concerns, complaints, appeals and requests of students are addressed fairly and resolved promptly. If for some reason a student is not satisfied with a particular aspect of his/her learning experience s/he should bring this to the School of Foreign Languages’ attention. In accordance with the nature of complaints, appeals and requests informal and formal steps are taken in the resolution process.

In informal resolution stage students/teachers are encouraged to attempt to resolve complaints by negotiating with classroom instructors/students or the person(s) involved in so as to sort out less serious issues speedily and effectively at a local level. If the attempt of solving issues informally does not work as it is expected or satisfy any parties of the incident who are involved, formal procedure can be started. The details related to informal and formal complaints procedures both for teachers and students are provided below.

1. Teacher Complaints and Appeals Procedure

At the beginning of each module students are informed about classroom rules and the regulations of School of Foreign Languages by emphasizing acceptable and unacceptable behaviour with their consequences. Once everything is made clear, students are expected to follow these rules and regulations. If a student violates any rules and regulations, the issue is solved through negotiations between the classroom instructor and person(s) involved. If attempts to resolve the matter informally have not been successful, a written complaint may be filed by the instructor. The Teacher Complaints Form can be obtained from the Preparatory Department Secretary office or in Staff Handbook. The form must be filled and submitted to the Director or the Chair of the Discipline Committee within 5 working days after the incident happened. In accordance with the Student Discipline Regulations (see the link for the Student Discipline Regulations (https://kbs.ciu.edu.tr/kbs/yonetmelik/yonetmelikler/CIU_STUDENT_DISCIPLINARY_REGULATION.pdf) of the university necessary negotiations are done by the committee. After final decision is made and approved, the student is informed via phone, e-mail or in person. 

 

Informal Stage

 

  • The instructor provides necessary information on the system such as classroom rules, the consequences of misbehaviour and etc.
  • The instructor warns the student informally and reminds the consequences of his/her misbehaviour outside the class.
  • If the attempt of the instructor does not attain the expected behaviour, the student is warned by the Vice- director or the Director informally.

 

 

 

 

Problem Solved

                          End of process

 

If the problem is not solved

 

 

Formal Stage

 

  • If misbehaviour is still repeated by the student even after one to one dialogue with the instructor, Vice-director or Director, the instructor fills out Teacher Complaints Form.
  • The form is submitted to the Director or the Chair of the Discipline Committee.
  • The Committee investigates and makes the final decision in accordance with the Student Discipline Regulations.
  • The decision is approved by the Director.
  • Student is informed via phone, email or in person.

 

 

 

 

 

 

Problem Solved

                          End of process

 

2. Student Complaints and Appeals Procedure

If a student is dissatisfied with a decision made by the authorities of the Preparatory Department or sees anything unsatisfactory or unacceptable related with the system can make a complaint or appeal with the purpose of building a more effective teaching and learning environment. Students can make complaints and appeals about an individual, academic decisions and matters, and the administration. In the resolution process of complaints and appeals formal and informal steps can be taken concerning the seriousness, urgency and simplicity of the issues/problems.

There are two main steps, formal and informal, that can be taken by the students concerning the resolution of the problems/issues. In informal resolution stage students are expected to sort out the matter with the parties involved in the incident. If attempts to resolve the matter informally have not been successful, a written complaint may be filed by the student. The Student Complaints Form must be filled in and submitted to the Director within 5 working days after the incident happened.  The Student Complaints Form is available in the Preparatory Department Secretary office, on the Department website and Student Handbook.

The completed form must be submitted to the Director. After the submission of the form it is reviewed by the Director, and necessary suggestions and possible solutions are discussed by the School Board. The Director arranges a board meeting for the resolution of the issue. Once the final decision is made and approved the complainant is informed via phone, e-mail or in person.

 

Informal Stage

 

  • Explain the issue to the classroom instructor or the person(s) involved.
  • Discuss the issue with your classroom instructor or the person(s) involved.
  • Try to find a solution together that can satisfy you and other person(s) involved.

 

 

 

 

 

Complaint is resolved

End of process

If the complaint is not resolved

 

 

 

 

Formal Stage

 

  • Get a copy of Student Complaints Form.
  • Fill in the form and submit it to the Director.
  • A meeting is arranged and the form is reviewed by the School Board.
  • Final decision is approved by the Director.
  • The complainant is informed via phone, e-mail or in person.

 

 

 

 

 

Complaint is Resolved

End of Process

 

     If the complaint is not resolved

 

 

  • If students are dissatisfied with the handling of their complaint, they may appeal to the Student Development and Counselling Centre.
  • Student’s appeal is reviewed and final decision is made by the responsible authorities.
  • Complainant is informed by the authorities who finalize the appeal.

 

 

 

 

 

End of Process

 

3. Objection to Exam Results

Objection to any exam results can be done by filling an Exam Rescoring Form within 5 working days after the exam results are announced. The form must be submitted to the Testing Office or the Preparatory Department Secretary. Objections which are made later than 5 working days will not be taken into consideration. Objections regarding only Proficiency Exams, Placement Tests, Level Exams and Weekly Quizzes are accepted. Reason(s) regarding the objection is reviewed by the Testing Office members. The office has the right of approving or rejecting the re-evaluation of the exam paper as it is by considering the acceptability of submitted reason(s). If any changes are made regarding any students` exam results, it is announced via phone, email or in person within 7 working days after the last date for objection.

3.1. Objection to Exam Results Procedure

When a student believes that s/he has been assigned an incorrect grade for an exam such as proficiency exam, placement exam, level exam or quiz, s/he has a right to object to it and ask for re-evaluation.

3.1.1. Weekly Quizzes: Objection to a quiz paper has two levels; informal and formal appeals. At early stages of objection students are advised to resolve the issue related to a quiz paper grading with his / her classroom instructor. Every Friday last hour students are given a quiz except first and last weeks of a level. Every Monday first 15 minutes of the first session students check their quiz papers with the classroom instructor. If there is any mistake related to calculation or any section, students can ask for a correction. If the reason(s) for objection is valid, the classroom instructor can directly make the necessary alterations. The issue can be sorted out in an informal way.

On the other hand if a student is not satisfied with his / her writing score, classroom instructor must explain to the student why he / she is given that score. If the student is not satisfied with the explanation, the student has a right to take this issue to another level which is a formal stage by completing the Exam Rescoring Form. The form can be obtained from the Preparatory Department secretary, the Testing Office, the Department website or Student Handbook. The form must be filled in within five working days after the announcement of the exam results and submitted to the Testing Office. If reason(s) for re-evaluation is valid and approved by the Testing Office, the paper is rescored by the Testing Office members or instructors who are assigned by the Testing Office. The complainant is informed about his / her final grade via phone, email or in person by the classroom instructor. All of these processes take place under the authority of the Director of School of Foreign Languages.   Below you can see informal and formal stages of appealing a quiz paper grading.

 

Informal Stage

 

- Check your quiz paper with your classroom instructor in class on Monday morning.

- If you believe, there is a mistake with calculation or you are not happy with your score let your classroom instructor know.

- After you are given necessary explanation, you understand why you get that score, or necessary changes related to any mistake are made.

 

 

 

 

 

Problem Solved

End of process

    If the problem is not solved

 

Formal Stage

 

- After negotiations with your classroom instructor if you are still not satisfied with your score, you have a right to complete an Exam Rescoring Form.

- Submit the form to the Testing Office or Secretary of the Preparatory Department.

- If you have a valid reason, your exam paper is re-evaluated by the Testing Office members or the instructors who are assigned by the Testing Office.

- You are informed about the result via phone, e-mail or in person within 7 working days after the submission of the form.

 

 

 

 

 

 

 

Problem Solved

End of process

 

3.1.2. Proficiency Exam, Placement Exam and Level Exam: The appeal process which is followed in Proficiency Exam, Placement Exam and Level Exam has only one level; formal. A student must fill Exam Rescoring Form if s/he wants his/her Proficiency Exam, Placement Exam or Level Exam paper to be rescored again. As it is in the formal stage of a weekly quiz paper re-evaluation process, the reason(s) for the rescoring is checked whether it is valid or not by the Testing Office members. The complainant’s paper is only re-evaluated by the Testing Office members. The complainant is informed about his / her final grade via phone, email or in person within 7 working days after the submission of the form.

Formal Stage

 

- After the announcement of the results you believe something is wrong with your Level Exam, Placement Exam or Proficiency Exam paper.

- Complete the Exam Rescoring Form and submit it to the Testing Office.

- If you have a valid reason, your exam paper is re-evaluated by the Testing Office members.

- You are informed about the result via phone, e-mail or in person within 7 working days after the submission of the form.

 

 

 

 

 

Problem Solved

End of process

 

4. Student Requests Procedure

Students who are full of innovative ideas, suggestions, requests and willing to share them so as to improve the quality and effectiveness of the teaching and learning environment at Preparatory Department are always welcome at CIU. In line with this perspective, students are always encouraged to raise their voices and contribute to the system by filling out the Student Requests Form. Students who would like to organize a social or academic activity such as sports activities, trips, a party, conferences and etc. with the help and guidance of the Preparatory Department will fill in the Student Requests Form that can be obtained from the Secretary’s office or Department website. The completed form must be submitted to the Director. The form is reviewed by the Director. Once the final decision is made, the student is informed via phone, e-mail or in person.

 

 

 

  • If you have any suggestions/requests, fill in the Student Requests Form.
  • The completed form is submitted to the Director.
  • The form is reviewed and final decision is made by the Director.
  • Student is notified via phone, e-mail or in person. 

 

 

 

 

                

End of process

 

Preparatory School Department