1. Purpose

This policy ensures that all complaints are addressed fairly, confidentially, and in line with legal requirements, while maintaining a safe and respectful learning environment for all students and staff.

2. Scope

This policy applies to complaints related to:

• Student behavior or conduct
• Staff conduct
  
• Course delivery
• Facilities or services
• Safety or ethical concerns

3. Reporting Mechanisms

Complaints can be submitted through the following official channels:

• Online complaint form (anonymous submissions are allowed): form
• Direct email to: [email protected]

Note: All formal communication regarding complaints must be directed to the official email address or submitted through the online form to be considered valid. Communications received outside these channels will not be treated as formal complaints or responses.

4. Investigation Process

• Complaints will be acknowledged within 3 working days of receipt.
• An initial assessment will be completed within 7 working days from the date of acknowledgement.
• A written response will be sent via email once a resolution path has been determined.
• All parties involved will be informed and given the opportunity to be heard via official email.
• Every step of the process will be documented for internal tracking.

5. Confidentiality

• The identity of the complainant will be protected to the extent permitted by law.
• Information will only be shared on a strict need-to-know basis.
• Exceptions include cases where legal obligations require the disclosure of information (e.g., potential criminal activity, risks to health or safety).
• Complaint records will be stored in the official email database. While care will be taken to maintain security, La Casa Shambala does not assume unlimited legal responsibility for long-term data retention beyond reasonable standards.

6. Available Actions

Based on the findings of the investigation, possible actions include:

• Informal resolution or mediation
• Formal warning
• Additional supervision or training
• Temporary suspension (in serious cases)
• Dismissal from the course (with documented evidence of a serious policy violation)
• Notification to competent authorities or medical professionals, in cases where the findings indicate a threat to the life, health, or physical integrity of anyone involved

7. Right to Reconsideration

If any party involved in a complaint believes the resolution was unfair or incomplete, they may submit a written request for reconsideration to the official complaints email within 7 working days of receiving the decision.

• The request must clearly explain the reasons for reconsideration and include any relevant new or overlooked information.
• A member of the management team who was not involved in the original investigation will review the request.
• A final written response will be issued within 7 working days of receiving the request.
• This will be considered the final internal resolution of the complaint.

If the party is not satisfied with the outcome, they may choose to seek external legal advice or pursue the matter through appropriate legal channels. Any legal costs incurred through this process will be the responsibility of the individual initiating the action. La Casa Shambala will fully cooperate with any legal or regulatory procedures, if applicable.

8. Support

• Emotional support will be offered to all parties involved during and after the complaints process.
• When appropriate, we may refer individuals to external mental health professionals or support services.
• Follow-up actions will be taken to ensure the resolution is sustained and well-being is preserved.

9. Record Keeping

• All complaint-related documentation will be archived in the official email system and monitored for quality assurance.
• An annual internal review will be conducted to evaluate this policy and its implementation