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Student Grievance Policy
This policy is available to all AKU students wishing to resolve any grievance involving an alleged violation being academic or administrative that has affected them.

All students at AL KAFAAT UNIVERSITY (AKU) are subject to the provisions of the University’s Internal Regulation, and action is taken against those students alleged to have breached this Code. Students are representatives of the University and as such are expected to behave appropriately.

An academic complaintis a request for a review of an academic decision relating to the classification of degree awarded, the grade awarded for a course of study or a decision concerning your progress to the next year of study.

A suspected breach can be reported by any member of staff in the University and associated bodies, another student, or a member of the public. Behavior which might breach the code include academic misconduct (plagiarism, cheating in examinations), violent, harassing or threatening behavior, dishonest or fraudulent behavior, use or supply of drugs, etc.

Article 107 of the university regulations stipulate that disciplinary actions take course along the following spectrum:
  • Oral or written warning
  • A week or a month expulsion from university
  • A ban from registration for a semester or more
  • Expulsion from university
In the case of (a), warnings would remain at the discretion of department chairs, faculty deans or schools directors as stipulated in article 108 of the university internal regulations. The university cabinet is the only party entitled to deal with (b), (c) and (d).

Students having been subjected to a certain type of a disciplinary warning or action are entitled, as per article 109, to submit within a week a written claim before the university cabinet enclosing additional elements disproving or invalidating the grounds behind that same warning or action.

The University has a duty to maintain and enhance the quality of its provision and to provide an effective system for handling complaints. The University has a Complaints Procedure which allows complainants to raise matters of concern without fear of disadvantage and in the knowledge that privacy and confidentiality will be respected. We value complaints and use information from them to help us improve our services.

Complaints will be recorded, along with any action taken.


A. Complaint Submission
Before submitting a written complaint you should consult your advisor of studies, course leader or head of department for advice and to explore whether there is a possible resolution without proceeding to a formal appeal.

The first stage of the Procedure consists of writing a complaint intended to the Dean. You must submit it within 10working days of the grievance.You can complain in person, by phone, in writing, or by email.

Our complaints procedure has two stages:

  • Immediate resolution
  • We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.

    If your complaint is complex and it is clear that it will not be possible to reach a conclusion within ten working days, you may take your complaint immediately to Stage 2, without using Stage 1 first.

  • Investigation
  • Stage 2 deals with two types of complaint: those where the complainant is not satisfied with the outcome from Stage 1 and those that require detailed investigation and are therefore too complex to be addressed at Stage 1. We have a Complaint Form, which will help you to state your complaint clearly to us.

B. Complaints Review
The dean of the faculty to which the complaining student belongs,together with the Vice-Presidents for Academic and Administrative Affairs form the Complaints Review Committee. The committee has the duty of reviewing the complaint within 5 days from submission and take appropriate action and decision. Where consensus is not possible votes tally is decisive.

C. Appeals
Students who are dissatisfied with the committee’s decision have the right to appeal to the President’s Office. They are expected to provide further evidence backing up their grievance. The President shall call for a second committee meeting which he would attend. Again where consensus is not possible the votes tally is decisive with the President’s vote being preferential.