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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.

Stakeholders complaint

C. Complaint – Grievance and other non-academic issues
1. A stakeholder fills out the complaint form attached to the management system. A copy of the
complaint form can also be uplifted from the Student Affairs office, Administrator, or
downloaded from the University's website. Students can return the completed form to the
Student Affairs officer; other stakeholders can return the form to the resources office officer.
The officers 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. The above officers will forward the complaint to the Conflict resolution committee. The Conflict
Resolution Committee will acknowledge receipt of each complaint within 5 working days.
3. The complainant will be called in for an interview within 15 working days. The charge would
then be forwarded to the defendant and their immediate supervisor for a response within 20
working days from the initial receipt of the complaint. The respondent will be allowed 20
working days from the date the charge is served to submit a response.
4. The conflict resolution committee will then conduct its investigation within 45 days.
5. Written finding(s) of facts made by the Conflict Resolution Committee is sent within 15 working
days of the conclusion of the investigation to the complainant, the respondent, and the
University Legal Counsel; each of whom has an opportunity to submit rebuttals to the finding(s)
of fact within 10 working days.

Any other type of complaint made that does not associate with the 3 categories listed above will follow
the procedure listed in C above: Complaint – Grievance and other non-academic issues

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GAU SOP