Bright Academy | Best ACCA institute in Nepal

COMPLAINTS POLICY

Purpose:

This policy outlines the procedure for students to make complaints about our institution’s products or services. We aim to address all complaints promptly and fairly, ensuring transparency and confidentiality throughout the process.

1. How to make a formal Complaint
  • Students wishing to make a formal complaint can submit their written complaint via email to complaints@brightacademy.edu.np.
  • This mailing address can be found at our institution’s webpage and at the administrative office.
2. Acknowledgement and Response Time
  • We will acknowledge receipt of the complaint within 2 working days.
  • A detailed response will be provided within 5 working days from the date of acknowledgement. If more time is required, the complainant will be informed of the delay and the reason for it.
3. Handling Complaints
  • Complaints will be reviewed by a designated complaints officer or committee.
  • All complaints will be treated confidentially and shared only with those involved in the resolution process.
4. Confidentiality
  • Personal information related to the complaint will be kept confidential and only disclosed as necessary to address the complaint.
5. Right to Appeal
  • If the complainant is not satisfied with the initial response, they have the right to appeal. The appeal must be submitted in writing within 10 working days of receiving the response
6. Review of Appeal
  • The appeal will be reviewed by a senior member of staff who was not involved in the original complaint review. A response to the appeal will be provided within 15 working days.
7. Escalation to ACCA and Regulators
  • Students are advised to follow our institution’s complaints procedure first. If the complaint is not resolved to their satisfaction, they may escalate it to ACCA.
  • If a student has exhausted both our complaints process and ACCA’s, they can escalate the complaint to the appropriate regulator. Details on how to do this can be found on the ACCA website at ACCA Contact Us.
8. Disclaimer
  • Bright Academy reserves the right to modify or update this Complaint Policy as needed.
  • Students are advised to regularly check the institute’s website for any changes.

About Bright Academy

Bright Academy stands out as one of the excellent institution for ACCA education. With the best faculty members and equipped with modern technologies, we offer the best learning environment for our students. We are located at the very desirable location in the city – New Baneshwor, Kathmandu.

If you have any questions or concerns regarding the Complaints Policy, please contact us:
• Email: info@brightacademy.edu.np
• Phone: 014573060, 9802349069, 9802349070

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