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2. Student Affairs will forward the complaint to the Associate Dean within 48 working hrs. of
receiving the complaint.
3. The Associate Dean should first approach the Head of Department (HoD) for the affected
program with the intent of rectifying the inequity within 48 working hrs. of receiving the
complaint.
4. The HoD will investigate the situation and provide a report to the Associate Dean describing the
violation and indicating how the situation has been remedied within 72 working hrs. of receiving
the complaint.
5. Suppose a final decision is not made within 72 working hours of the HoD with making contact
with the Associate Dean to update on the current state of the investigation. If a final decision is
not made within 5 working days of the Clinical Sciences Director receiving the complaint, the
Dean will be notified to make an executive decision. The Dean can choose whether to take the
complaint to the Conflict Resolution Committee.
6. In the instance where a student does not accept the final decision, the student has a right of
appeal to the Conflict Resolution Committee.

B. Student Complaint – clerkship issue
1. A student fills out the complaint form attached to the management system. The student can
also receive a copy of the complaint form from the Student Affairs office. The student Affairs
officer will address the complaint as urgent, moderate, or mild.
a. If the complaint is considered urgent, all measures will be taken to address the
complaint within 24 hours.
b. If the complaint is labeled as moderate, all measures will be taken to address the
complaint within 48 – 72 hours.
c. If the complaint is labeled mild, all efforts will be taken to address the complaint within
5 business days.
In the instance where an investigation is needed to resolve the complaint, the additional steps
will be taken.
2. Student Affairs will forward the complaint to the Associate Dean within 48 working hrs. of
receiving the complaint.
3. The Associate Dean should first approach the Director(s) of Clinical Sciences for the affected
rotation with the intent of rectifying the inequity within 48 working hrs. of receiving the
complaint.
4. The Clinical Sciences Director will investigate the situation and provide a report to the Associate
Dean describing the violation and indicating how the situation has been remedied within 72
working hrs. of receiving the complaint.
5. Suppose a final decision is not made within 72 working hours of the Clinical Director with
making contact with the Associate Dean to update on the current state of the investigation. If a
final decision is not made within 5 working days of the Clinical Sciences Director receiving the
complaint, the Dean will be notified to make an executive decision. The Dean can choose
whether to take the complaint to the Conflict Resolution committee.

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GAU SOP