Student Grievance Policy

Last updated: November 2026

1. Purpose

Dolphin Training Centre is committed to resolving learner complaints and appeals fairly, promptly and without victimisation. This policy applies to all current and former learners and applicants.

2. What you can raise

• Complaints about training, trainers, facilities, safety, administration or treatment by staff or other learners.
• Appeals against an assessment decision (see also our Assessment Quality Policy).

3. How to raise a grievance

1. Informal: speak to your trainer or the Training Coordinator. Many issues can be resolved quickly this way.
2. Formal: if unresolved, submit your grievance in writing to the Director in person or by email to dolphincenter01@gmail.com. Include what happened, when, and the outcome you are seeking.

4. Our process and timeframes

• We acknowledge formal grievances within 3 working days.
• We investigate and give you a written outcome within 15 working days, or explain any delay.
• You may bring a support person to any meeting.

5. Independent review

If you are not satisfied with the outcome, you may request a review by a person not involved in the original decision. If the matter remains unresolved, you may contact the Bangladesh Technical Education Board.

6. Confidentiality and fairness

Grievances are handled confidentially. No learner will be disadvantaged for making a complaint in good faith. Records of all formal grievances and outcomes are kept and reviewed to improve our services.