Customer complaint handling process
In order to provide a more active learning environment for the majority of students, we acknowledge that each student has the right to give valuable opinions on our products and services. Please feel free to contact us for any dissatisfaction or improvement. We will properly handle all complaints received to improve the quality of our products and services. The specific complaint handling process is as follows:
Comprehensive review of the complaint procedure
1、 Definition of organizational complaints
We believe that the complaints we receive are all specific issues related to the services provided by our organization. Our goal is to provide a formal and transparent complaint process for all students. The administrative department of our organization is responsible for interpretation and supervision, and insists on patiently solving all students' complaints.
2、 Participants in the complaint procedure
All new students, old students and computer examinees are welcome to make complaints directly, regardless of course type, grade or service content. Considering the seriousness and importance of complaints, in some cases, third-party and anonymous complaints are also accepted.
Complaints are divided into formal complaints and informal complaints. Formal complaints are received and resolved by the review team, which consists of mediators, secretaries and vice presidents. Informal complaints are when a mediator listens, records, and resolves problems. Students are free to choose complaint channels. However, it should be noted that informal complaint channels are often more flexible and effective than formal ones.
3、 Content and time limit of complaint
Generally speaking, there are no specific restrictions on the content of students' complaints. In other words, we value all kinds of complaints made by students. Since the main purpose of complaints is to provide our students with better products and services, we can not guarantee that all complaints will meet your expectations. Please understand us in advance. Examples of common complaints include the service attitude and enthusiasm of the customer service teacher, the professional level and explanation level of the lecturer, the behavior of other staff members of the organization, and the attention to the quality of online course products or learning materials.
About the complaints that the after-sales service teachers can solve, they received during working hours, solve the problem within 1 to 3 hours; Complaints and feedback about teaching videos and questions, solve the problem within 24 - 48 hours; For special and extraordinary complaints that cannot be solved in a short period of time, record and register them first, and try our best to solve the issue within 30- 90 days. We suggest that students file complaints as soon as possible without pressure, because the delay of complaints will make it more difficult for us to investigate and deal with complaints in a timely manner.
4、 Contact information for formal and informal complaints
Students have the right to complain, please do not feel pressure or embarrassment, we have a trained professional team to support you at any time. For formal complaints, you can contact the mediator Nancy teacher by calling 400-697-3600 or email firstname.lastname@example.org. She will try to stand on your side and help you to provide appropriate suggestions or take effective measures to solve the problem as soon as possible.
In addition, for informal complaints, please contact the mediator Abby. If you feel that the formal complaint is a sensitive event or you may feel anxious, panic or pressure, the email to accept the informal complaint is email@example.com. Mediators listen, document, and help you address your concerns.
When the importance and complexity of complaints are beyond the normal scope of informal complaints, it is necessary for mediators who receive informal complaints to feed back to the formal complaint review team. The review team will arrange the mediator to communicate with the students face to face and provide good suggestions or solutions for the students.
If you have exhausted both your learning provider complaint’s process and ACCA’s, you can escalate to the appropriate regulator. Details of which can be found on the ACCA website at the following link:
The full list of ALP targets can be found here here.
Beijing DongFangLiPin International Education Technology Co., Ltd
January 1, 2021