Student Complaints Procedure

Sultan Sharif Ali Islamic University (UNISSA) recognises the importance of effective complaints management as both a tool and a source of information for service improvement. The university welcomes feedback from all our students and recognises the right of students or alumni to raise issues of concern about the services provided by the university which may affect the quality of their student experience.


Procedure overview

Stage 1: Local resolution

Stage 2: Complaint to the Relevant Officer (Student Affairs / Office of Academic Management)

Stage 3: Appeal to the University Development and Student Welfare Committee


Scope of procedure

The policy of the university is that no person (student, staff or visitor) is discriminated against, either directly or indirectly, on the grounds of their race, colour, ethnic or natural origin or nationality, gender, marital status, age, disability, sexual orientation, religious or political beliefs, disability or offending background. No person shall be discriminated against or adversely affected for making a complaint.


Aims of the procedure

The aims of the procedure are to:

  • Encourage local resolution in as many cases as possible
  • Be simple, open and accessible
  • Be accountable
  • Be non-adversarial
  • Be fair to all parties involved and avoid allocating unnecessary blame to individuals
  • Lead to prompt resolution
  • Lead to service improvement


Successful resolution

A successful resolution at any stage of the procedure should:

  • Be honest
  • Be fair to all parties
  • Include an apology and/or other form of recompense if appropriate
  • Include corrective and/or preventive action or provide a clear and honest explanation of what has happened and why further action is not appropriate



UNISSA is committed to the provision of a professional admissions service which attracts, recruits, selects, admits and enrolls students using a clear, fair, effective and consistent policy and procedure.

Any applicant (or person who is yet to formally register at the University) who wishes to raise concerns about the service provision of the Office of Academic Management or matters relating to a rejected course application should contact the Office of Academic Management’s Assistant Registrar at the  in the first instance at oamgroup@unissa.edu.bn


If you wish to raise a concern about any other aspect of your interactions with the university please contact ujk@unissa.edu.bn and one of the team will assist you.




Student Complaints Webform