1. Scope

This procedure applies to:

• Academic decisions (e.g., grades, assessment outcomes, progression).
• Administrative matters (e.g., admissions, student records, or fees).
• Concerns regarding staff or services provided by UniDAIM.

It does not apply to violations of the Code of Conduct, which are handled under disciplinary procedures.

2. Guiding Principles

• Fairness – All complaints and appeals will be considered impartially.
• Respect – Students and staff will treat each other with dignity throughout the process.
• Confidentiality – All cases will be handled with discretion.
• Timeliness – UniDAIM aims to resolve complaints and appeals as quickly as possible.

3. Complaint Procedure

Step 1: Informal Resolution

• Students are encouraged to first raise the issue directly with the relevant faculty or staff member.
• Many issues can be resolved quickly through open communication.

Step 2: Formal Complaint

If informal resolution is not successful, a formal complaint may be submitted by email to info@unidaim-edu.us with the following details:

• Full name and student ID (if applicable).
• Description of the issue, including dates, persons involved, and any supporting evidence.
• Steps already taken to resolve the matter.

Acknowledgement will be sent within 5 working days, and a written response provided within 15 working days.

4. Appeal Procedure

If a student is dissatisfied with the outcome of a formal complaint or with an academic decision (such as grading), an appeal may be lodged.

Grounds for Appeal

Appeals must be based on one or more of the following:

• A procedural error occurred.
• New evidence has become available that was not previously considered.
• The decision was unreasonable or not supported by the evidence presented.

Appeal Process

• Appeals must be submitted in writing to info@unidaim-edu.us within 10 working days of the decision being communicated.
• The appeal will be reviewed by the Appeals Committee, which is independent of the original decision-makers.
• A written outcome will be provided within 20 working days of receipt.
• The decision of the Appeals Committee is final.

5. Records and Monitoring

• All complaints and appeals will be logged and monitored for quality assurance.
• Outcomes will be used to improve UniDAIM’s academic and administrative processes.

Commitment Statement

UniDAIM is committed to ensuring that all concerns are addressed fairly and constructively. This procedure ensures that every student’s voice is heard and that decisions are made with integrity, transparency, and respect.

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Effective Date: August 22, 2025

Last Updated: August 22, 2025