Request & Complains procedure

Altius Academic Pre Bachelor Programme

Article 1: Requests and Complaints
A participant who wishes to submit a request or complaint concerning the delivery of the programme, the final result of a course, or the form, content, or procedures relating to a course in which the participant has participated, may initially contact the responsible Programme Management. Programme Management will provide a written response within fourteen days.

If the participant is not satisfied with the outcome, the participant may submit a written complaint or appeal to the Director of AOG TSM Business School B.V.

Article 2: Procedure
Upon receipt of the written complaint or appeal, the Director of AOG TSM Business School B.V. will investigate the matter and give all parties concerned the opportunity to be heard. The Director may prepare a draft decision and share it with the participant.

The participant may respond to the draft decision within four weeks of the date of that draft, either in writing or in a meeting with the Director. After this period, the Director will make a final decision and communicate it to the participant in writing.

If the participant does not agree with the final decision of the Director, the participant may inform the Director accordingly. In that case, the complaint will be forwarded to the Board of AOG Foundation, which will appoint an independent complaints committee to handle the matter.

Article 3: Time Limits
A written complaint or appeal to the Director must be submitted within forty days of the date on which the decision of Programme Management was communicated to the participant.

A response to a draft decision of the Director must be submitted within four weeks of the date of that draft decision.

A complaint or appeal shall be considered to have been submitted in time if it is received before the applicable deadline or, in the case of postal delivery, if it is postmarked before the deadline expires.

Article 4: Decision Period
The Director will issue a decision within four weeks of receiving the written complaint or appeal, unless this period is extended. The Director may extend the decision period by up to two additional periods of four weeks each. The participant will be informed in writing of any such extension.

If the Director finds the complaint or appeal to be well-founded, the decision will specify what action will be taken to address the matter.

The Director’s decision will be communicated to the participant and to Programme Management.

Article 5: Retention Period
All correspondence relating to requests, complaints, and appeals will be added to the participant’s file and stored in a secure environment for one year.

Article 6: Confidentiality
All requests, complaints, and appeals will be treated confidentially by all parties involved.