Appeals / Complaints & Grievances, Requests to Condone / Supplementary Assessment Applications

All students wishing to submit academic appeals (for an individual mark), or complaints & grievances (regarding non-academic procedures or items), or requests to condone (final subject grades), or applications to be admitted to a supplementary assessment process (where they qualify to do so due to legitimate illness or being unable to submit an assignment or write a test / exam due to a valid reason with official supporting documentation) … may do so by following the procedures set out here:

1) Academic Appeals

(See p.32 of the 2017 Student Information & Rulebook)

An academic appeal is made for a specific assessment event in any subject within 5 days of the release of the results. Appeals submitted at any time after the 5 day period will immediately be disqualified and no further communication will be entered into. Students cannot appeal a set of assessment events in any subject nor can they appeal the final grade for a particular subject as the final grade is calculated from the separate assessment event marks awarded in a subject.

Procedure:
  1. Send an email to Carikev@boston.co.za  and copy in the Branch Manager        (Arcadia: Taryn@boston.co.za; Sandton: Carikev@boston.co.za; Umhlanga: Brett@boston.co.za)
  2. In the subject line include the following details in the EXACT order: Academic Appeal – Surname, First Name – Student Number – Subject & Subject Level (e.g. Radio 2) – Assessment Event (e.g. F1 or Formative 1)
  3. In the body of the email write your appeal in plain and clear language taking the time to review the message before you send it to make sure it makes sense to the reader.
  4. Attach a digital file of the entire assessment that you are appealing ensuring that all pages are included in the correct order and that the marker’s comments are included.

The academic appeal will be received by the Academic Head; will be forwarded to the Academic Manager for that subject for adjudication; will be returned to the Academic Head for a review of the adjudicated decision; and finally, will be forwarded to the Branch Manager for issue to the student (appellant).

2) Complaints & Grievances

(See p.35 of the 2017 Student Information & Rulebook)

Your complaints and grievances must first be made verbally and directly to the Branch Manager. Request a meeting with the Branch Manager to discuss your complaint / grievance.

In the event that the complaint / grievance is not resolved by the Branch Manager then the complaint or grievance must be lodged with the Head of the Institution (as a representative of the Director of the Institution) following the procedure set out below and may also be lodged with the Director of Private Higher Education Institutions (registrarphei@dhet.gov.za) at the Department of Higher Education & Training for purposes of notification, if you so wish.

Procedure:
  1. Send an email to mikethoms@boston.co.za and copy in the Branch Manager (Arcadia: Taryn@boston.co.za; Sandton: Carikev@boston.co.za; Umhlanga: Brett@boston.co.za)
  2. In the subject line include the following details in the EXACT order: Complaint/Grievance – Surname, First Name – Student Number – Complaint Category**
  3. In the body of the email set out your complaint or grievance in a straightforward written narrative supported by any evidence that has a direct bearing on the complaint or grievance.
  4. After an investigation of the complaint or grievance, the Institution will respond in writing, addressing the specifics of your complaint / grievance.

3) Requests to Condone a Subject Final Grade

(See p.30 of the 2017 Student Information & Rulebook)

A request to condone a final subject grade is made for a specific subject only. Students cannot make a request to condone more than one final subject grade in a single email. A separate email must be sent for each request to condone a final subject grade. Requests to condone a final subject grade where the final grade is 47% or lower will immediately be disregarded and no further communication will be entered into.

Procedure:
  1. Send an email to Carikev@boston.co.za and copy in the Branch Manager         (Arcadia: Taryn@boston.co.za; Sandton: Carikev@boston.co.za; Umhlanga: Brett@boston.co.za)
  2. In the subject line include the following details in the EXACT order: Request to Condone a Final Grade – Surname, First Name – Student Number – Subject & Subject Level (e.g. Radio 2) – Assessment Event (e.g. F1 or Formative 1)
  3. In the body of the email write your request in plain and clear language taking the time to review the message before you send it to make sure it makes sense to the reader.

The request to condone a final grade will be received by the Academic Head; will be forwarded to the Academic Manager for verification of the grades and supplementary activity for the student for the subject; will be adjudicated by the Academic Head; and finally, will be forwarded to the Branch Manager for issue to the student (appellant).

 4) Supplementary Assessments

(See p.28 of the 2017 Student Information & Rulebook)

Assessment results are made available to students through the return of assessments and/or the publishing of assessment results to Notice Boards. If you have met the minimum threshold of 30% to participate in a supplementary assessment or if you were legitimately ill and could not submit or participate in the first assessment then collect a Supplementary Assessment Brief as directed by the campus management and submit the assessment at the due date or complete the test/examination/oral at the stipulated time and venue recorded in the Supplementary Assessment Brief. Your account will be debited with the supplementary assessment fee prior to the work being marked.

Students who could not submit or participate in the first assessment should complete a Supplementary Request Form, available from the Student Information Desk / Centre, to write / submit the supplementary assessments for the subject. This is on the clear understanding that only one opportunity will be available to the student as there are no further supplementary assessments available after a supplementary assessment.


** Categorise your complaint in relation to the following institutional categories:

a) Quality of teaching and learning

b) Quality of facilities

c) Quality of general service delivery

d) Assessment judgments/outcomes (Only after the internal adjudication of an academic appeal)

e) Disciplinary sanctions (Only after the internal procedures for minor or major disciplinary offences have been completed)

f) Refusal to write examinations

g) Certification

h) Refunds

i) Fees

j) Closure of the Institution without informing learners

k) Unfair business practices

l) Contravention of the Bill of Rights as promulgated in the Constitution of the Republic of South Africa

m) Other

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