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The Letter of Complaints Policy

Dear all,
Welcome to join Beijing DongFangLiPin International Education Science & Technology Co. LTD. We firmly believe that as a professional learning provider, it is our obligation and pleasure to provide you with a more positive learning environment. And we recognize every student should have the right of raising their concerns about our product and services. Any negative comments or occasions, please feel free to contact us. We strive to receive all the complaints in time, and deal with them properly in order to improving our quality of product and service.

The overall review of the complaints procedure


Part 1: The definition of complaints in our organization

The complaint is recognized by us as all the specific concerns we received related to the processes or contents of the provided course and service. We are aiming to provide a formal and transparent complaints procedure available to all the students. And the procedure is introduced and monitored by our administration department, which is adhere to support all the students with patience.

Part 2: The participators of the complaints procedure

All the current students also the former students of us are welcomed to raise the complaints directly, no matter the level or type of their session. In some circumstances, the third party and anonymous complaints will be accepted with discretion in consider of the authority of the representative and the seriousness, also the significance of the complaint.

The other parts of the complaints are the review group constructed by the conciliator, secretary and the Vice-Chancellor which depend on the nature of the complaints in terms of the formal and informal. It is the student freedom to choose the channel of complaints. While, it should be noted that the informal route of complaints tend to be more flexible and effective than the formal route.

Part 3: The content and time limits of your complaints

Generally, there is no specific limitation about the content of your complaints. In other words, we value all types of the complaints raised by our students. As the main aim of the complaints is to provide our student with better product and service, please forgive us in advance that we cannot guarantee all the complaints results are in line with your expectation. The example of the common complaints includes the concerns about the study programme, the professional and patient level of tutors, the behaviour of other staff in our organization and the quality of online products or hard copy materials and resources.

The time limit of complaints is normally 100 days. It means that we will accept the complaints after the matters or events in question arose 100 days.  We suggest that the student to raise the complaint as soon as possible without stress, because the delaying of the complaints will make it more difficult for us to investigate and deal with the complaints matters in time.


Part 4: The contact details of the complaints supporting team

It is the right of students to raise complaints, please do not feel stress or embarrassing to do so, we have well trained professional team to support you all the time. You can contact the customer consultation centre manager Shuqing Han by telephone at 0316-3095910 or by email nancy@lipinedu.cn.

Besides, the student support team is another choice for you. If your complaints are sensitive events or matters which may result in anxious, panic or stress, the student support team email address is available to you at guoguangyu@lipinedu.cn.

Part 5: Informal complaints procedure

Under the informal complaints procedure, a conciliator will be assigned to you to listen, record and help you to resolve your concerns.
We encourage the student to talk to the supervisor of conciliators directly by making phone call at 0316-3095910 or text to her Wechat at NancyHan_123. She will try to stand by your view and help to give proper advice or resolve the concerns immediately and quickly.

On the other hands, the first stage of informal complaints is to submit the complaints by student by email address at nancy@lipinedu.cn. The complaints are supposed to be described in details so that the manager could understand and arrange proper staff as conciliator for the student.  There is an available email list (Chart1) of our conciliator. 

Chart1
Nancy
400-697-3600
nancy@lipinedu.cn
Jacky
400-697-3600
jackyji@lipinedu.cn
Susie
400-697-3600
Susie@lipinedu.cn
Hellen 400-697-3600 hellen@lipinedu.cn

Students could also choice the conciliator whom they prefer. All of our conciliators are capable to deal with the concerns of students with adequate skill and experience.

Sometime the next stage of informal complaints is necessary, when the significance and complexity of the concerns is out of ordinary extent. The assigned conciliator will be arranged by manager to meet the students face to face to communicate with them and provide them with good advices or solutions. Also, the students could raise the request to meet the conciliator. Once the request is received by phone call or email, the meeting will be arranged as soon as possible.

Part 6: Formal complaints procedure

Although most of the complaints could be solved by our informal complaints channel immediately and directly, we recognize that students should have the right to raise their complaints via formal complaints procedure.

Stage 1 of the Formal Complaints

The formal complaint report is required to be prepared by the students and be returned as attachment of the complaints email. The formal complaints email address is complaints@lipinedu.cn. We hope the complaints report contain more detailed information and evidences of the concerns. It will be the main document for us to understand what the problem in question is and how to deal with it.


Under formal complaints procedure, the complainants will be acknowledged by the same work day. And we will provide our formal response for the complaints within 10 working days. Please forgive us in a few cases, the response period maybe delayed as the higher complexity or significance of the concerns. During all the stage of the complaints procedure, the student could track the progress by the given reference number.

Stage 2 of the Formal Complaints

The stage 2 is necessary for the complainants who consider that the correspondence response in stage 1 cannot address their concerns. This is the final stage of the formal complaints, in this stage the students could directly submit the complaints report to the Vice-Chancellor. The email address is provided as kaijinxu@lipinedu.cn. The final complaints is supposed to be submitted within 7 works days since the complainants received the response in stage one. If not, the final complaints will be regard as out of deadline.

Under the final stage of formal complaints procedure, the complainant will be acknowledged by Vice-Chancellor within 3 work days and the formal response will be released within 15 working days by the secretary. 
 

Part 7: The right and processes of appeal
Normally, the completion feedback given by the complainant means the end of the complaints procedure. However, we recognize the right of the students to appeal again via the related authorities which is out of our procedures to get satisfactory results within one year since our final response is released.

Best regards,
Beijing DongFangLiPin International Education Science & Technology Co. LTD.
(DFLP Education)


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