Complaint Management System (CMS)

1. Introduction:

Memon Industrial & Technical Institute (MITI) is committed to maintaining a safe, respectful, and supportive learning environment. To uphold this commitment, the Complaint Management System (CMS) has been established for students and stakeholders to formally raise concerns, provide feedback, or report any issue that affects their learning experience or well-being.

2. Purpose:

The purpose of the CMS is to:

  • Provide a clear and transparent mechanism for handling student and stakeholder complaints.
  • Ensure that all complaints are addressed promptly, fairly, and confidentially.
  • Promote a culture of accountability, responsiveness, and continuous improvement.
  • Encourage two-way communication between the management and stakeholders.

3. Scope:

This system is applicable to:

  • Current students enrolled in any program at MITI.
  • Parents/guardians of students.
  • Alumni and training program beneficiaries.
  • Faculty, staff, and support personnel interacting with students.

4. Types of Complaints Covered:

  • Academic issues (e.g., teaching quality, instructor behavior, exam concerns)
  • Administrative matters (e.g., registration, certificates, facilities)
  • Disciplinary issues (e.g., harassment, discrimination, misconduct)
  • Infrastructure-related complaints (e.g., cleanliness, equipment, safety)
  • Any other concerns affecting the educational experience

5. Complaint Submission Channels:

  • Students and stakeholders can submit complaints through the following ways:

6. Complaint Handling Process:

Step 1: Acknowledgment

Every complaint will be acknowledged within 2 working days of submission.

Step 2: Review & Classification

  • The complaint is reviewed by the Complaint Review Committee (CRC) or Student Affairs Officer.
  • Complaints are categorized as Academic, Administrative, or Behavioral.

Step 3: Investigation

  • Investigation is initiated based on the complaint type.
  • Relevant instructors, staff, or witnesses may be contacted for clarification.

Step 4: Resolution & Action

  • Appropriate action is taken within 3–7 working days depending on the complexity.
  • Actions may include counseling, warning, corrective measures, or policy review.

Step 5: Feedback to Complainant

  • A written or verbal response is provided to the complainant.
  • If not satisfied, the complainant may request a review by the Head of Institute.

 

7. Confidentiality & Protection

  • All complaints are handled with strict confidentiality.
  • No retaliation will be tolerated against any student or individual who files a complaint in good faith.

8. Monitoring & Follow-Up:

  • The Complaint Review Committee conducts monthly reviews to track complaint trends and take preventive action.
  • Feedback is collected from students on the CMS effectiveness annually for improvement.

9. Key Roles & Responsibilities:

10. Display & Awareness:

  • CMS process and contacts are displayed on notice boards, student handbooks, and MITI website.
  • Orientation sessions include briefings on how to use the complaint system.

11. Continuous Improvement:

  • Anonymous feedback and complaint trend analysis will guide management in enhancing academic and administrative services.
  • MITI remains open to suggestions for improving the CMS to ensure a fair, responsive, and transparent learning environment.

Student Affairs Office – MITI

Mail

complaint@wmomiti.com

Phone

021-350355423
03236969631

Fax

(+92)021-35035547

Office Hours

Monday – Saturday
9:00 AM to 5:00 PM